The impact of quality of services and satisfaction on customer loyalty: The moderate role of switching costs

This study investigates the impacts of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. The study also studies though the role of switching cost as a moderate variable. Lack of studies in the field of quality in Jordanian telecommunication is the main rea...

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Bibliographic Details
Published in:	Management science letters Vol. 10; no. 8; pp. 1843 - 1856
Main Authors:	Harazneh, Ibrahim, Adaileh, Mohammad J, Thbeitat, Ahmed, Afaneh, Saeda, Khanfar, Salim, Harasis, Ahmad Ali, Elrehail, Hamzah
Format:	Journal Article
Language:	English
Published:	Growing Science 2020
Subjects:	customers loyalty customers’ satisfaction quality of service switching cost
Online Access:	Get full text
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Summary:	This study investigates the impacts of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. The study also studies though the role of switching cost as a moderate variable. Lack of studies in the field of quality in Jordanian telecommunication is the main reason for this investigation. The study investigates the impacts based on the employees’ point of views in Aqaba special economic zone authority (ASEZA). Therefore, the study uses statistical data gathered through a questionnaire distributed to the employees of ASEZA. Thus, statistical methods are used to analyze the data collected and the hypotheses are tested. The study results show that there was a direct positive impact of service quality of Jordanian telecommunication and customer satisfaction on customer loyalty. In addition, the moderator model (Switching cost) has significant positive impacts on enhancing the relationship between service quality and customer satisfaction towards customer loyalty.
ISSN:	1923-9335 1923-9343
DOI:	10.5267/j.msl.2019.12.034