No.

Author Tahun
1 Makwana, Khushboo 2014
Sharma, Nidhi
Arora, Swaranjeet

2 Shujaat Sobia, Nadeem Sayed, 2015

Usama Ahmed

3 Marumbwa, John 2013

4 Alamro, Ahmed 2011

Rowley, Jennifer

5 Awang, Zainudin 2010

Kelatan, UiTM
6 Lai, Fujun 2009
Griffin, Mitch
Babin, Barry J.

7 Liu, Chu Mei 2002

8 Alam, Aftab 2012

Salim, Mairaj

9 Ahmad, Jawwad 2015

Hussain, Mazhar
Rajput, Amer

10 Amin, Salmiah Mohamad 2012

Ahmad, Ungku Norulkamar Ungku
Hui, Lim Shu
11 Jahanzeb, Sadia 2011
Fatima, Tasneem
Khan, M. Bashir

12 Liu, Chung Tzer 2011

Guo, Yi Maggie
Lee, Chia Hui

13 Xue, Jun 2005

Liang, Bin

14 Gopal, Rupesh K. 2008

Meher, Saroj K.

15 Deng, Zhaohua 2010

Lu, Yaobin
Wei, Kwok Kee
Zhang, Jinlong

16 Daramola, Olawande 2009

Oladipupo, O.
Musa, G.

17 Suchy, Nusrat Jahan 2013

18 Yang, Shui Qing 2015

19 Huan, Zhijian 2005

Xu, Xiaoli
Li, Huaizu

20 Kabir, Rabiul 2009

Mirza, Mohammad Didarul Alam
Alam, Zahidul

21 Zhang, Xuan 2009

Feng, Yuanyuan

22 Asiamah, Eric Yeboah 2016

Nimako, Simon Gyasi
Quaye, Daniel M.
Buame, Samuel

23 Martucci, Leonardo A. 2012

Zuccato, Albin
Smeets, Ben
Habib, Sheikh M.
Johansson, Thomas
Shahmehri, Nahid
24 Dachyar, M 2012
Noviannei, Monasisca

25 Floh, Arne 2014

Zauner, Alexander
Koller, Monika
Rusch, Thomas

26 He, Hongwei 2011

Li, Yan

27 Karjaluoto, Heikki 2012

Jayawardhena, Chanaka
Leppäniemi, Matti
Pihlström, Minna
28 Kuo, Ying Feng 2009
Wu, Chi Ming
Deng, Wei Jaw

29 Lai, Tung Lai 2004

30 Turel, Ofir 2007

Serenko, Alexander
Bontis, Nick

31 Boohene, Rosemond 2010

Agyapong, Gloria K.Q.
32 Ojo, Olu 2010

33 Nimako, Simon Gyasi 2012

34 Johnson, William C. 2002

Sirikit, Anuchit

35 Leisen, Birgit 2001

Vance, Charles

36 Pezeshki, Vahid 2009

Mousavi, Alireza
Grant, Susan
37 Agyapong, Gloria K.Q 2011

38 Van Der Wal, R. W.E. 2002

Pampallis, A.
Bond, C.

39 Wang, Yonggui 2002

Lo, Hing Po

40 Wang, Yonggui 2006

 Jurnal
Factors Influencing Consumer Brand Switching Behavior in
Telecommunication Industry: an Empirical Study

Factors Behind Brand Switching in Telecommunication

Industry of Pakistan

A Pragmatic Assessment of the Determinants of Consumer

Brand Preferences in the Mobile Telecommunications
Services Market in Masvingo Urban, Zimbabwe

Antecedents of brand preference for mobile

telecommunications services

Analyzing the Effects of Corporate Reputation on the

Competitiveness of Telecommunication Industry using the
Structural Equation Modelling: The Case of Kelantan
How quality, value, image, and satisfaction create loyalty
at a Chinese telecom

The effects of promotional activities on brand decision in

the cellular telephone industry

Impact of Customer Winning Attitude on Customer Loyalty

within KSA Mobile Telecommunication Industry

CUSTOMER LOYALTY FRAMEWORK OF

TELECOMMUNICATION SERVICE MARKET

Factors Contributing to Customer Loyalty Towards

Telecommunication Service Provider
An empirical analysis of customer loyalty in Pakistan ’ s
telecommunication industry

The effects of relationship quality and switching barriers

on customer loyalty

An Empirical Study of Customer Loyalty of the

Telecommunication Industry in China

Customer Churn Time Prediction in Mobile

Telecommunication Industry Using Ordinal Regression

Understanding customer satisfaction and loyalty: An

empirical study of mobile instant messages in China

A Data Mining Process Framework for Churn Management

in Mobile Telecommunication Industry

INFLUENCE OF CUSTOMER SATISFACTION ON LOYALTY: A

STUDY ON MOBILE TELECOMMUNICATION INDUSTRY
Understanding B2B customer loyalty in the mobile
telecommunication industry: A look at dedication and
constraint

The Impact of Service Quality, Satisfaction, Value and

Switching Barrier on Customer Loyalty in Chinese Mobile
Telecommunication Industry

Factors determining the Customer Satisfaction & Loyalty :

A Study of Mobile Telecommunication Industry in
Bangladesh

The Impact of Customer Relationship Marketing Tactics

On Customer Loyalty

Implicit and explicit loyalty: the role of satisfaction, trust

and brand image in mobile telecommunication industry

Privacy, Security and Trust in Cloud Computing The

Perspective of the Telecommunication Industry
Customer Satisfaction Index Telecommunication Industry
in Indonesia

Customer segmentation using unobserved heterogeneity

in the perceived-value–loyalty–intentions link

Key service drivers for high-tech service brand equity: The

mediating role of overall service quality and perceived
value

How value and trust influence loyalty in wireless

telecommunications industry
The relationships among service quality, perceived value,
customer satisfaction, and post-purchase intention in
mobile value-added services

Service Quality and Perceived Value’s Impact on

Satisfaction, Intention and Usage of Short Message Service
(SMS)

User acceptance of wireless short messaging services:

Deconstructing perceived value

Analysis of the Antecedents of Customer Loyalty of

Telecommunication Industry in Ghana: The Case of
Vodafone (Ghana)
The Relationship Between Service Quality and Customer
Satisfaction in the Telecommunication Industry: Evidence
From Nigeria

Linking Quality, Satisfaction and Behaviour Intentions in

Ghana’s Mobile Telecommunication Industry

Service quality in the Thai telecommunication industry: a

tool for achieving a sustainable competitive advantage

Cross-national assessment of service quality in the

telecommunication industry: Evidence from the USA and
Germany

Importance-performance analysis of service attributes and

its impact on decision making in the mobile
telecommunication industry
The Effect of Service Quality on Customer Satisfaction in
the Utility Industry – A Case of Vodafone (Ghana)

Service quality in a cellular telecommunications company:

a South African experience

Service quality, customer satisfaction and behavior

intentions: Evidence from China' telecommunication
industry

An Integrated Framework for Service Quality , Customer

Value , Satisfaction : Evidence from China ' s ... An
Integrated Framework for Service Quality , Customer
Value , Satisfaction : Evidence from China ’ s
Telecommunication Industry
 Keterangan
This study focuses on identifying factors influencing
consumer switching behaviour in telecommunication
industry. On the basis of questionnaires administered to
consumers in telecommunication industry, the study
reveals that by providing value added services and
effective pricing strategies; telecom service providers
can control consumer brand switching behaviour and
can retain the customers.

The findings reveal that price, brand image, network

quality, value added services and promotional activities
directly influence consumer switching behavior among
youngsters.

The results revealed that the aforementioned constructs

have a significant influence on consumer brand
preferences. The researcher also noted that there is
need for brand managers to effectively and continuously
monitor the customer satisfaction level as this has
considerable impact on consumer brand preferences.

This paper aims to report on a study into the

antecedents of consumer brand preference, in the
context of telecommunications service brands in Jordan.

Instead, the impact of corporate reputation on

competitive advantage is indirectly through perceived
value and perceived quality of the service. In other
words, the firms should communicate their favorable
corporate reputation effectively to the market so that
the customers’ perception level towards their products
and service would arise. In other words, the firm’s
corporate reputation could help the marketability of its
products or services if it could trigger the positive
perception of quality and value of products or services in
the mind of their potential customers. The findings
provide important implications to the
telecommunication operators in their effort to increase
their customer base and, more importantly, to ensure
the interest the customers towards the firm is
preserved!
Analysis of survey data from 118 customers of a Chinese
mobile communications company reveals that service
quality directly influences both perceived value and
image perceptions, that value and image influence
satisfaction, that corporate image influences value, and
that both customer satisfaction and value are significant
determinants of loyalty. Thus, value has both a direct
and indirect (through satisfaction) impact on customer
loyalty. Other variables mediate the impact of both
service quality and corporate image on customer loyalty.

Results of the stepwise regression analysis indicate the

initial effect of advertisements of service providers is felt
during the third iteration but moved during the next
iteration phase. The consumers relate information about
the service provider with a combination of brand
concept and unit usage flexibility. The relationship of
variable to choice is significant with only price upward
difference with current model showing an inverse
relationship and the brand concept commanding the
highest positive contribution.

The findings show that Service Quality, Price Perception,

and Value Offers have impact on customer loyalty
indirectly via the customer satisfaction and trust. Brand
image is positively and directly related to customer
loyalty. However, switching costs is found to be less
correlation with customer loyalty, as well as satisfaction
and trust in KSA telecommunication industry.

The findings suggest that the firms should enhance

customer satisfaction in order to gain customer trust and
customer loyalty. The most obvious finding to emerge
from this study is that customer satisfaction and
customer trust are the key determinants in predicting
customer loyalty.

The findings indicated that there is a positive

relationship between switching cost, trust, corporate
image and perceived service quality with customer
loyalty. Perceived service quality was found to be the
most critical factor in affecting user's customer loyalty.
This research has identified that the factors that shape
the loyalty of customers in the telecommunication
industry of Pakistan are not just limited to trust, TSQ, SC
and SL. They can also be observed through their
intersection with social categories such as youth and
gender.

Satisfaction, trust, and switching barriers have positive

effects on loyalty. In terms of antecedents, it was found
that playfulness and service quality impact satisfaction
while service quality and intimacy affect trust.

It adopts the method of the empirical study to discuss

the factors, which influence the Customer Loyalty of
telecommunication industry to investigate the formation
mechanism, development and control of Customer
Loyalty by applying the data mining.

Ordinal regression could be an alternative technique for

survival analysis for churn time prediction of mobile
customers. To the best knowledge of authors, the use of
ordinal regression as a potential technique for modeling
customer tenure has been attempted for the first time.

The findings confirm that trust, perceived service quality,

perceived customer value, including functional value and
emotional value, contribute to generating customer
satisfaction with MIM. The results also show that trust,
customer satisfaction and switching cost directly
enhance customer loyalty. Additionally, this study finds
that age, gender, and usage time have moderating
effects.

The effectiveness of existing churn control strategies can

be improved if an integrated approach that incorporates
several dimensions of the phenomenon of churning is
adopted.

Result shows that five factors: communication, price

structure, value-added services, convenience and
customer service/care have positive correlations with
customer loyalty.
Maintaining a successful inter-organizational relationship
with the key players becomes increasingly critical to the
performance and competitiveness of the mobile
network operator (MNO) in the mobile
telecommunication industry.

This paper investigates how perception of service quality

and switching barriers directly and indirectly influence
customer loyalty. An empirical example based on the
mobile phone service market in Chinese indicates
support for role of main antecedents of customer
loyalty.

The result shows thats a significant linear relationship

exists between service quality and customer satisfaction.
The result also shows that service quality, switching cost,
and trust are significant predictors of customer loyalty.
In the context of service oriented organization, among
these three antecedents, trust is the most significant
predictor of customer loyalty.

The findings shows that Service Quality, Price

Perception, and Value Offers have impact on customer
loyalty indirectly via the customer satisfaction and trust.
Brand image is positively and directly related to
customer loyalty. However, switching costs is found to
be less correlation with customer loyalty, as well as
satisfaction and trust in Sweden telecommunication
industry.

The results show that implicit loyalty, comprising of

cognitive, affective and conative, makes significant
influence on explicit loyalty; the moderating role of
satisfaction on this relationship was strongly supported
while the role of trust and brand image were partially
significant.

Such challenges and define a set of privacy, security and

trust requirements that must be taken into account
before cloud computing solutions can be fully integrated
and deployed by telecommunication
The result shows customer satisfaction positively are
perceived quality with influence of 0.43 and image with
influence of 0.35, and customer expectation has indirect
influence to customer satisfaction

The present results substantiate the fact that assuming a

homogeneous value-loyalty link provides a misleading
view of the market. The paper derives implications for
marketing research and practice in terms of
segmentation, positioning, loyalty programs and
strategic alliances.

First, we found that empathy, network quality, reliability,

and assurance, but not tangibles and responsiveness,
have a significant effect on service quality and value
perception. Second, the effect of overall service quality
on brand equity is partially mediated by perceived value.
Third, overall service quality has differential mediation
effects on the relationships between specific service
quality dimensions and perceived value. Finally,
empathy and network quality have direct effects on
brand equity.

The findings support the contention that perceived value

relates positively to loyalty, and that trust mediates that
relationship. Surprisingly, in the telecommunications
industry, increasing relationship age and usage level
strengthen neither value and loyalty nor the links
between trust and loyalty. The results may be explained
by the unique characteristics of the highly competitive
mobile telecommunications sector, and confirm the view
that loyalty does not pay without strategies that value
long-term customers and thereby build trust with new
customers.
(1) service quality positively influences both perceived
value and customer satisfaction; (2) perceived value
positively influences on both customer satisfaction and
post-purchase intention; (3) customer satisfaction
positively influences post-purchase intention; (4) service
quality has an indirect positive influence on post-
purchase intention through customer satisfaction or
perceived value; (5) among the dimensions of service
quality, "customer service and system reliability" is most
influential on perceived value and customer satisfaction,
and the influence of "content quality" ranks second; (6)
the proposed model is proven with the effectiveness in
explaining the relationships among service quality,
perceived value, customer satisfaction, and post-
purchase intention in mobile added-value services.

The results showed that the tangibles, empathy and

assurance dimensions of service quality are antecedents
of customer satisfaction and a positive relationship exists
between customer satisfaction and customers'
behavioural intentions to continue to use SMS.
Additionally, the positive relationship between
customers' behavioural intentions to continue to use
SMS and the extent of SMS usage is also significant.

It was hypothesized that perceived value would be a key

multidimensional determinant of behavioral intentions.
The paper therefore discusses a broadened
conceptualization of technology adoption in which value
tradeoffs (i.e., price, social, emotional and quality) are
critical drivers in the adoption decision.

The results indicate that there is a positive relationship

between service quality and customer loyalty. However,
the results show a negative relationship between
customer satisfaction and customer loyalty. The results
of the findings suggest that Telecom management needs
to emphasise service quality. Due to the fact that
telecom firms do not provide tangible products, their
service quality is usually assessed by measures of the
service provider's relationship with customers.
The study reveals th at service quality has effect on
customer satisfaction and that there is a positive
relationship between service qua lity and customer
satisfaction. The researcher concluded by
recommending that organisations should focus more
attention on service quality, because of its effects on
customer satisfaction.

The findings indicate that Tangibles, Customer Relations,

Real Network Quality and Image quality aspects of
service quality positively affect customer satisfaction,
which in turn affects behaviour intention in Ghana’s
mobile telecom industry. Theoretically, it found a strong
relationship between service quality, satisfaction and
behaviour intention and that service quality and
satisfaction may be viewed as two separate constructs.

The results indicated that perceptions and expectations

of service quality level showed no significant difference.
A post hoc analysis found that the telecommunication
industry received excellent ratings on tangibles,
particularly customer service staff's dress, and low
ratings on empathy, particularly service providers’
interest differences. Tangibles are an aspect of service
quality that is extremely important to the Thai
telecommunication customer.

Confirmatory factor analysis results of various

alternative dimensionalities provide the best support for
a five-dimensional conceptualization in both countries.
However, the two countries differ in their respective
importance evaluations of particular service quality
dimensions, which make it difficult to provide a
standardized service quality solution.

The results indicate that there is a dynamic relationship

between service attributes and overall customer
satisfaction. Service attributes have a different impact on
customer satisfaction regardless of their classification.
The importance of service attributes can be derived from
their performance and this can be proved in the Mobile
Telecommunication sector.
Indications of a successful brand building strategy are
found when companies provide quality services relative
to other companies within the same industry. It is
imperative for Vodafone (Ghana) and other telecom
firms, therefore, to improve customer services by giving
customers what they want and at the right time. Thus,
identifying and satisfying customers' needs could
improve network services because what is offered can
be used to separate the company's services from
competitors.

The findings further indicated that two of the

dimensions, namely, tangibles and reliability are loading
into separate factors. The remaining three dimensions,
responsiveness, assurance and empathy all load into one
factor, indicating that there is no real differentiation
amongst the three dimensions in the customer's mind.

there are few related studies with service quality,

customer satisfaction and customer value and their
influences on customers' future behaviors in the
telecommunication industry as the focus. Emphasis is
then paid to the study of the dynamic relationships
among service quality, customer value, customer
satisfaction and their influences on future behaviors
after the key drivers of customer value and customer
satisfaction are identified.

Service quality, customer satisfaction and customer

value have become the priority of both manufacturers
and service provider in the increasingly intensified
competition for customers in today’s customer-centered
era. However, findings regarding service quality,
customer satisfaction and customer value are rather
divergent and related studies are fragmented, especially
for the complicated interrelationships among them.
Thus, less is known about the relative impacts of quality-
related factors on customer value and customer
satisfaction up to now and the moderating role of
customer value in the relationship between service
quality and customer satisfaction has been neglected