How to cite this paper
& . (2013). Identification of effective factors on customer loyalty with mobile industry.Management Science Letters , 3(8), 2265-2272.
Refrences
Su, A. Y. L. (2004). Customer satisfaction measurement practice in Taiwan hotels. International
Journal of Hospitality Management, 23(4), 397-408.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and
profitability: findings from Sweden. The Journal of Marketing, 53-66.
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: the impact of
corporate image on quality, customer satisfaction and loyalty for customers with varying degrees
of service expertise. International Journal of Service Industry Management, 9(1), 7-23.
Aydin, S., & ?zer, G. (2005). National customer satisfaction indices: an implementation in the
Turkish mobile telephone market. Marketing Intelligence & Planning, 23(5), 486-504.
Ball, D., Coelho, P. S., & Mach?s, A. (2004). The role of communication and trust in explaining
customer loyalty: an extension to the ECSI model. European Journal of Marketing, 38(9/10),
1272-1293.
Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking
market. European Journal of Marketing, 38(1/2), 253-275.
Biggs, D., & Swailes, S. (2006). Relations, commitment and satisfaction in agency workers and
permanent workers. Employee Relations, 28(2), 130-143.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service
quality: from expectations to behavioral intentions. Journal of marketing research, 30(1), 7-27.
Bruhn, M., & Grund, M. A. (2000). Theory, development and implementation of national customer
satisfaction indices: the Swiss Index of Customer Satisfaction (SWICS). Total Quality
Management, 11(7), 1017-1028.
Carman, J. M. (1970). Correlates of brand loyalty: some positive results. Journal of Marketing
Research, 7, 67-76.
Caruana, A. (2002). Service loyalty: the effects of service quality and the mediating role of customer
satisfaction. European Journal of Marketing, 36(7/8), 811-828.
Cater, B., & Cater, T. (2009). Relationship-value-based antecedents of customer satisfaction and
loyalty in manufacturing. Journal of Business & Industrial Marketing, 24(8), 585-597.
Chan, L. K., Hui, Y. V., Lo, H. P., Siu, K. T., Tso, G. K., & Wu, M. L. (2003). Consumer satisfaction
index: new practice and findings. European Journal of Marketing, 37(5/6), 872-909.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer
satisfaction. Journal of Marketing research, 491-504.
Ekl?f, J. A. (2000). European customer satisfaction index pan-European telecommunication sector
report based on the pilot studies 1999. European Organization for Quality and European
Foundation for Quality Management, Stockholm, Sweden.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. the Journal
of Marketing, 56(1), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American
customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the
German mobile cellular telecommunications market. Telecommunications policy, 25(4), 249-269.
Guo, C., Kumar, A., & Jiraporn, P. (2004). Customer satisfaction and profitability: is there a lagged
effect?. Journal of Strategic Marketing, 12(3), 129-144.
Hackl, P., Scharitzer, D., & Zuba, R. (2000). Customer satisfaction in the Austrian food retail
market. Total Quality Management, 11(7), 999-1006.
Hagg, G., & Jonsson, N. (2009). Branding Strategy Among The Swedish Bank – The micro Company
Perspective. Master of Science Thesis, University Hogskolan I Halmstad/ Sektionen for Ekonomi
och Teknik.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: a
general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800.
Hsu, S. H., Chen, W. H., & Hsueh, J. T. (2006). Application of customer satisfaction study to derive
customer knowledge. Total Quality Management and Business Excellence, 17(04), 439-454.
Karjaluoto, H., Mattila, M., & Pento, T. (2002). Factors underlying attitude formation towards online
banking in Finland. International Journal of Bank Marketing, 20(6), 261-272.
Kotler, P., & Keller, K. L. (2012). Framework for marketing management. Pearson Education India.
Kristensen, K., Martensen, A., & Gronholdt, L. (2000). Measuring customer satisfaction: a key
dimension of business performance. International Journal of Business Performance
Management, 2(1), 157-170.
Ndubisi, N. O. (2006). Effect of gender on customer loyalty: a relationship marketing
approach. Marketing Intelligence & Planning, 24(1), 48-61.
Nykamp, D. Q., & Ringach, D. L. (2002). Full identification of a linear-nonlinear system via crosscorrelation
analysis. Journal of Vision, 2(1).
Lovelock, C., & Wright, L. (1999). Principle of service marketing and management.
Palmer, A., & Kavanagh, M. (1998). Principles of services marketing. New York: McGraw-Hill.
Palmer, A. (2012). Introduction to marketing: theory and practice. Oxford University Press.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1991). Understanding customer expectations of
service. Sloan Management Review, 32(3), 42.
Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: fact and artifact. Journal
of the Academy of Marketing Science, 20(1), 61-71.
Sattari, S. (2007). Application of disconfirmation theory on customer satisfaction determination
model in mobile telecommunication. Master Thesis, Continuation Courses Marketing and ecommerce,
Lule? University of Technology, pp. 16-42.
Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality
enterprises. International Journal of Contemporary Hospitality Management, 11(7), 326-339.
S?derlund, M. (1998). Customer satisfaction and its consequences on customer behaviour revisited:
The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and
loyalty. International Journal of Service Industry Management, 9(2), 169-188.
Stauss, B., & Neuhaus, P. (1997). The qualitative satisfaction model. International Journal of Service
Industry Management, 8(3), 236-249.
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical
investigation. Telecommunications Policy, 30(5), 314-331.
Vilares, M. J., & Coelho, P. S. (2003). The employee-customer satisfaction chain in the ECSI
model. European Journal of Marketing, 37(11/12), 1703-1722.
Wang, Y., Lo, H. P., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and
customer-relationship-management performance: a customer-based perspective from
China. Managing Service Quality, 14(2/3), 169-182.
Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modeling consumer satisfaction processes
using experience-based norms. Journal of marketing research, 296-304.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service
quality. The Journal of Marketing, 31-46.
Journal of Hospitality Management, 23(4), 397-408.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and
profitability: findings from Sweden. The Journal of Marketing, 53-66.
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: the impact of
corporate image on quality, customer satisfaction and loyalty for customers with varying degrees
of service expertise. International Journal of Service Industry Management, 9(1), 7-23.
Aydin, S., & ?zer, G. (2005). National customer satisfaction indices: an implementation in the
Turkish mobile telephone market. Marketing Intelligence & Planning, 23(5), 486-504.
Ball, D., Coelho, P. S., & Mach?s, A. (2004). The role of communication and trust in explaining
customer loyalty: an extension to the ECSI model. European Journal of Marketing, 38(9/10),
1272-1293.
Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking
market. European Journal of Marketing, 38(1/2), 253-275.
Biggs, D., & Swailes, S. (2006). Relations, commitment and satisfaction in agency workers and
permanent workers. Employee Relations, 28(2), 130-143.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service
quality: from expectations to behavioral intentions. Journal of marketing research, 30(1), 7-27.
Bruhn, M., & Grund, M. A. (2000). Theory, development and implementation of national customer
satisfaction indices: the Swiss Index of Customer Satisfaction (SWICS). Total Quality
Management, 11(7), 1017-1028.
Carman, J. M. (1970). Correlates of brand loyalty: some positive results. Journal of Marketing
Research, 7, 67-76.
Caruana, A. (2002). Service loyalty: the effects of service quality and the mediating role of customer
satisfaction. European Journal of Marketing, 36(7/8), 811-828.
Cater, B., & Cater, T. (2009). Relationship-value-based antecedents of customer satisfaction and
loyalty in manufacturing. Journal of Business & Industrial Marketing, 24(8), 585-597.
Chan, L. K., Hui, Y. V., Lo, H. P., Siu, K. T., Tso, G. K., & Wu, M. L. (2003). Consumer satisfaction
index: new practice and findings. European Journal of Marketing, 37(5/6), 872-909.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer
satisfaction. Journal of Marketing research, 491-504.
Ekl?f, J. A. (2000). European customer satisfaction index pan-European telecommunication sector
report based on the pilot studies 1999. European Organization for Quality and European
Foundation for Quality Management, Stockholm, Sweden.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience. the Journal
of Marketing, 56(1), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American
customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the
German mobile cellular telecommunications market. Telecommunications policy, 25(4), 249-269.
Guo, C., Kumar, A., & Jiraporn, P. (2004). Customer satisfaction and profitability: is there a lagged
effect?. Journal of Strategic Marketing, 12(3), 129-144.
Hackl, P., Scharitzer, D., & Zuba, R. (2000). Customer satisfaction in the Austrian food retail
market. Total Quality Management, 11(7), 999-1006.
Hagg, G., & Jonsson, N. (2009). Branding Strategy Among The Swedish Bank – The micro Company
Perspective. Master of Science Thesis, University Hogskolan I Halmstad/ Sektionen for Ekonomi
och Teknik.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: a
general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800.
Hsu, S. H., Chen, W. H., & Hsueh, J. T. (2006). Application of customer satisfaction study to derive
customer knowledge. Total Quality Management and Business Excellence, 17(04), 439-454.
Karjaluoto, H., Mattila, M., & Pento, T. (2002). Factors underlying attitude formation towards online
banking in Finland. International Journal of Bank Marketing, 20(6), 261-272.
Kotler, P., & Keller, K. L. (2012). Framework for marketing management. Pearson Education India.
Kristensen, K., Martensen, A., & Gronholdt, L. (2000). Measuring customer satisfaction: a key
dimension of business performance. International Journal of Business Performance
Management, 2(1), 157-170.
Ndubisi, N. O. (2006). Effect of gender on customer loyalty: a relationship marketing
approach. Marketing Intelligence & Planning, 24(1), 48-61.
Nykamp, D. Q., & Ringach, D. L. (2002). Full identification of a linear-nonlinear system via crosscorrelation
analysis. Journal of Vision, 2(1).
Lovelock, C., & Wright, L. (1999). Principle of service marketing and management.
Palmer, A., & Kavanagh, M. (1998). Principles of services marketing. New York: McGraw-Hill.
Palmer, A. (2012). Introduction to marketing: theory and practice. Oxford University Press.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1991). Understanding customer expectations of
service. Sloan Management Review, 32(3), 42.
Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: fact and artifact. Journal
of the Academy of Marketing Science, 20(1), 61-71.
Sattari, S. (2007). Application of disconfirmation theory on customer satisfaction determination
model in mobile telecommunication. Master Thesis, Continuation Courses Marketing and ecommerce,
Lule? University of Technology, pp. 16-42.
Pizam, A., & Ellis, T. (1999). Customer satisfaction and its measurement in hospitality
enterprises. International Journal of Contemporary Hospitality Management, 11(7), 326-339.
S?derlund, M. (1998). Customer satisfaction and its consequences on customer behaviour revisited:
The impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and
loyalty. International Journal of Service Industry Management, 9(2), 169-188.
Stauss, B., & Neuhaus, P. (1997). The qualitative satisfaction model. International Journal of Service
Industry Management, 8(3), 236-249.
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical
investigation. Telecommunications Policy, 30(5), 314-331.
Vilares, M. J., & Coelho, P. S. (2003). The employee-customer satisfaction chain in the ECSI
model. European Journal of Marketing, 37(11/12), 1703-1722.
Wang, Y., Lo, H. P., Chi, R., & Yang, Y. (2004). An integrated framework for customer value and
customer-relationship-management performance: a customer-based perspective from
China. Managing Service Quality, 14(2/3), 169-182.
Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modeling consumer satisfaction processes
using experience-based norms. Journal of marketing research, 296-304.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service
quality. The Journal of Marketing, 31-46.