Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty

Cilt: 7 Sayı: 1 1 Mart 2017
  • Aihie Osarenkhoe
  • Mabel Birungi Komunda
  • Jotham Mbiito Byarugaba
International Review of Management and Marketing Kapak
International Review of Management and Marketing
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Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty

Abstract

Aims to examine the mediating role of service quality (SQ) in customer complaint behaviour (CCB) and customer loyalty (CL). Adopts a quantitative cross-sectional research design and uses the MedGraph program, Sobel tests and the Baron and Kenny method to test for mediation effect of SQ on the relationship between CCB and CL. SQ is a significant mediator in the relationship between CCB and CL of Ugandan mobile phone subscribers. Adding SQ to the relationship boosts the relationship between CCB and CL by 45% among the mobile phone subscribers studied. Findings suggest that when SQ is low, a high level of CL may not be attained among mobile phone subscribers. Managers, policy-makers, and mobile telephone companies should advocate and strive for improvements across all dimensions of SQ to boost the loyalty of cell phone customers. This study is the first to test the mediating role of SQ in the relationship between CCB and CL among mobile phone subscribers in a developing nation context. Contributes to the positive significant influence of SQ in enhancing the level of CL based on CCB.

Keywords

Ayrıntılar

Birincil Dil

İngilizce

Konular

-

Bölüm

-

Yazarlar

Aihie Osarenkhoe Bu kişi benim

Mabel Birungi Komunda Bu kişi benim

Jotham Mbiito Byarugaba Bu kişi benim

Yayımlanma Tarihi

1 Mart 2017

Gönderilme Tarihi

1 Mart 2017

Kabul Tarihi

-

Yayımlandığı Sayı

Yıl 2017 Cilt: 7 Sayı: 1

IZ

https://izlik.org/JA95FB26EA

Kaynak Göster

RIS / Bibtex
APA
Osarenkhoe, A., Komunda, M. B., & Byarugaba, J. M. (2017). Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty. International Review of Management and Marketing, 7(1), 197-208. https://izlik.org/JA95FB26EA
AMA
1.Osarenkhoe A, Komunda MB, Byarugaba JM. Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty. IRMM. 2017;7(1):197-208. https://izlik.org/JA95FB26EA
Chicago
Osarenkhoe, Aihie, Mabel Birungi Komunda, ve Jotham Mbiito Byarugaba. 2017. “Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty”. International Review of Management and Marketing 7 (1): 197-208. https://izlik.org/JA95FB26EA.
EndNote
Osarenkhoe A, Komunda MB, Byarugaba JM (01 Mart 2017) Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty. International Review of Management and Marketing 7 1 197–208.
IEEE
[1]A. Osarenkhoe, M. B. Komunda, ve J. M. Byarugaba, “Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty”, IRMM, c. 7, sy 1, ss. 197–208, Mar. 2017, [çevrimiçi]. Erişim adresi: https://izlik.org/JA95FB26EA
ISNAD
Osarenkhoe, Aihie - Komunda, Mabel Birungi - Byarugaba, Jotham Mbiito. “Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty”. International Review of Management and Marketing 7/1 (01 Mart 2017): 197-208. https://izlik.org/JA95FB26EA.
JAMA
1.Osarenkhoe A, Komunda MB, Byarugaba JM. Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty. IRMM. 2017;7:197–208.
MLA
Osarenkhoe, Aihie, vd. “Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty”. International Review of Management and Marketing, c. 7, sy 1, Mart 2017, ss. 197-08, https://izlik.org/JA95FB26EA.
Vancouver
1.Aihie Osarenkhoe, Mabel Birungi Komunda, Jotham Mbiito Byarugaba. Service Quality as a Mediator of Customer Complaint Behaviour and Customer Loyalty. IRMM [Internet]. 01 Mart 2017;7(1):197-208. Erişim adresi: https://izlik.org/JA95FB26EA