An empirical model of customer loyalty in the Jordanian Mobile Telecommunications Market

  • Authors:

  • Mamoun N. Akroush;Samer M. Al-Mohammad;Majdy I. Zuriekat;Bayan N. Abu-Lail

  • Affiliations:

  • Talal Abu-Ghazaleh Graduate School of Business Administration, The German-Jordanian University-Jordan, P.O. Box 921951, Amman 11192, Jordan.;Faculty of Business Administration, Department of Marketing, Mutah University, P.O. Box 7, Karak 61710, Jordan.;Talal Abu-Ghazaleh Graduate School of Business Administration, The German-Jordanian University-Jordan, P.O. Box 921951, Amman 11192, Jordan.;AL Hilal Drug Store, Regulatory Affairs Manager, P.O. Box 203, Amman 111947, Jordan

  • Venue:
  • International Journal of Mobile Communications
  • Year:
  • 2011

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Abstract

The purpose of this research was to empirically examine a model of customer loyalty antecedents in the context of Jordanian Mobile Telecommunications Market (JMTM). A structured questionnaire was distributed to a sample of 1000 mobile subscribers in JMTM from which 756 were valid for the analysis. Structural path analysis empirical findings underlined that customer loyalty in JMTM is a multi-dependent concept affected, respectively, by customer satisfaction, trust, perceived switching costs and perceived service quality. In addition to being the first study of its kind in Jordan, the paper's contribution stems from fulfilling the research gap in examining the simultaneous effect of perceived service quality, customer satisfaction, trust and perceived switching costs on customer loyalty.