TAILIEUCHUNG - Báo cáo : Structural Equation Modeling on the Antecedents of Customer Loyalty Mohammad Muzahid Akbar1 and Md. Munir Hossain2

In the past three decades, due to significant liberalization and privatization the entire telecommunications industry has become a dynamic service industry subject to increasing competition with huge growth potential. (Graack, 1996). In recent years, in some Asian countries the number of mobile subscribers even passed the number of fixed-line subscribers (Fink, Matto, & Rathindran, 2003). Hence, the strategic behavior of telecommunications companies has attracted so much attention in recent years, both in the academic literature and in the popular press. In Bangladesh the scenario is not much different as its socioeconomic profile offers the industry a tremendous opportunity to grow | 1 Structural Equation Modeling on the Antecedents of Customer Loyalty Mohammad Muzahid Akbar1 and Md. Munir Hossain2 Three conceptual frameworks had been proposed and investigated to assess the effects of perceived service quality trust switching cost customer satisfaction and corporate image on customer loyalty. Structural equation modelling was employed to analyse the data collected from 322 subscribers customers of a private telecommunication company in Bangladesh. The results revealed that perceived service quality customer satisfaction corporate image and trust are very powerful antecedents of customer loyalty. Customer satisfaction and trust found to be important mediators between service quality and customer loyalty corporate image and customer loyalty respectively. Such study might encourage the service providers to take appropriate course of action in order to create a loyal customer base. Keywords Service quality Trust Switching cost Customer satisfaction Corporate image and Customers loyalty. Introduction In the past three decades due to significant liberalization and privatization the entire telecommunications industry has become a dynamic service industry subject to increasing competition with huge growth potential. Graack 1996 . In recent years in some Asian countries the number of mobile subscribers even passed the number of fixed-line subscribers Fink Matto Rathindran 2003 . Hence the strategic behavior of telecommunications companies has attracted so much attention in recent years both in the academic literature and in the popular press. In Bangladesh the scenario is not much different as its socioeconomic profile offers the industry a tremendous opportunity to grow. In Bangladesh currently six telecommunications companies five private and one state-owned are operating but the aggressive competition has forced the incumbent mobile 1 Mohammad Muzahid Akbar did his MBA from Lahore University of Management Science LUMS and Master of Commerce .

• Báo cáo khoa học
• Service quality
• Trust
• Switching cost
• Customer satisfaction
• Corporate image
• Customers loyalty
• Customers’ perception of service quality
• Boutique hotel industry
• Perceived service quality of hotel
• Structure of service quality perception
• Perceived service quality
• Customer's satisfaction
• Customer’s satisfaction on service quality
• Service quality gap model
• Relationship between service quality
• International Conference on Emerging Challenges
• Taxi service quality
• Traditional taxi service
• Transport service sector
• App based taxi service
• Measuring service quality in the hotel industry
• Measuring service quality
• The adapted servqual
• Chiayi and Tainan cities
• Service quality of the hotel
• Logistics service quality
• Duhok governorate/Kurdistan region
• Logistics service quality dimension
• Marketing and logistic
• Logistics’ service quality dimension
• Farmers’ satisfaction with agricultural extension service quality
• Agricultural extension service quality in Ninh Phuoc district
• Ninh Thuan province
• Agricultural extension service quality
• The extension staff’s clear presentation
• Nature of services
• Service quality of airline services
• Dimensions of service quality
• Quality of service
• Fast changing business environment
• Patients’ satisfaction of health service quality in public hospitals
• A PubHosQual analysis
• Health service quality in public hospitals
• The quality of health service
• Public hospitals in Jordan
• Internal service quality
• External service quality
• Employee satisfaction
• Hotel services
• Tourist accommodation establishments
• Building trust through customer satisfaction in the airline industry
• The airline industry in Indonesia
• Service quality and price fairness contribution
• Service quality and price fairness
• Optimum service quality
• Literature review of service quality
• Student satisfaction from the perspective
• Quality assurance in higher education
• The higher education sector
• The two concepts of service quality
• Online food delivery
• The quality of mobile service
• Customer loyalty
• Communication strategie
• Service quality management
• Service quality in leisure and tourism
• Leisure industry
• Quality assurance
• Delivering quality
• Quality management systems
• Quality management tools
• Human resource management
• Tạp chí Khoa học
• Customer satisfaction in mobile service quality
• Evidence from hanoi and Ho Chi Minh city’s officers
• Mobile service quality
• Key factors affecting consumer satisfaction
• The perceived quality of telecommunications services
• Kano model
• Quality function deployment
• Improve service quality
• Achieve sustainable competitive advantage
• Determinants influencing accounting quality of transportation service firms
• Transportation service firms
• Accounting of business owners
• Transportation service firms
• 250 transportation service firms
• Consumer loan service
• Vietcombank Đà Nẵng
• Price awareness
• Service supply process
• Master Thesis in Economics
• Master Thesis in Economics sample
• Customers service
• Commercial banking sector of Nigeria
• Customers perception
• Service quality in the commercial banking
• Dong Thap University
• Quality of library service
• Library service
• Library service in Dong Thap University
• Directly using the library services
• Binh Phuoc hospitala dimension
• The model of SERVQUA
• The current service quality
• Binh Phuoc province
• The factors impact on the service quality
• People’s credit funds
• The case of Mekong Delta River in Vietnam
• Mekong Delta River
• The service quality of PCFs
• Evaluating service quality of higher institutions in Oyo state
• Higher institutions in Oyo state
• Poor quality of services
• The SERQUAL to service development
• Range of campus services
• The outside determinants influencing quality of accounting human resources
• Sustainability through the lens accounting service firms in Hanoi
• Accounting human resources
• Accounting service firms
• Quality of accounting human
• Customer perceptions of service quality
• Life insurance companies
• Gap analysis and Multi regression
• Good quality of service
• Insurance company staff
• Marketing in the Connected Age
• Service quality in tourism
• Smoke free industry
• Culinary tourism
• Spearhead economic sector