The Interaction Of Service Quality, Customer Value, Customer Satisfaction On Customer’s Behaviour Intention Using Cellular/Mobile Telecommunication Service In Ho Chi Minh City

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Do Thi Thanh Tram
Nguyen Khanh Duy

Abstract

Based on theoretical models of Corin et al. (1999,2000) and Wang et. Al. (2004), the purpose of this study it so answer the question: Is customer value an intermediary factor affecting the service quality, customer satisfaction and behavior?  The research was conducted from a sample of 194 consumers in Ho Chi Minh City.  Scales of the research that were developed through Cronbach’s alpha test, exploratory factor analysis (EFA. Path Analysis pointed out that customer value played the role as an intermediary factor in the cause-and-effect relationship between the factors: service quality, customer satisfaction, yet there is not yet evidence of direct affect of service quality and satisfaction on the behavior of the customer.  Besides that, research also found :  network quality made significant tangible impact on customer value and customer satisfaction.  It is undeniable that the service supplier should emphasize improvement in those areas in order to satisfy the customer.

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How to Cite
Tram, D. T. T., & Duy, N. K. (2019). The Interaction Of Service Quality, Customer Value, Customer Satisfaction On Customer’s Behaviour Intention Using Cellular/Mobile Telecommunication Service In Ho Chi Minh City. Binh Duong University Journal of Science and Technology, 1(1), 111-119. https://doi.org/10.25073/1859-4336/bdujst.368
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