An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services
Abstract
The study aims to investigated of iGen customer loyalty model that effected by service quality, culture, loyalty program and trust trough customer satisfaction. Following the conceptual model, an inclusive set of hypotheses have been developed. The demanded data were collected from 663 samples using an online survey, and Structural Equation Model with Smart Partial Least Square was applied to test the model and hypotheses. The research found that service quality, culture,loyalty programs, and trust are combined to predict customer loyalty. Trust and loyalty programs exert a more powerful impact on customer loyalty than service quality and culture variables. Customer satisfaction acts as a mediator in the relationship between service quality, loyalty programs, customer trust, and customer loyalty. The results have some critical academic and professional implication for determining the model of consumer loyalty and the internet generation (iGen) in mobile communication services. The study can be used as a part model in formulating a marketing strategy operation that has a competitive advantage in the mobile communication services in Indonesia.
Keyword : quality of service, customer trust, customer satisfaction, customer loyalty, iGen
How to Cite
Yacob, S., Johannes, J., Edward, E., Sulistiyo, U., & Mukminin, A. (2023). An investigation of the internet generation customer loyalty: an empirical study in Indonesia mobile services. Business: Theory and Practice, 24(1), 271–281. https://doi.org/10.3846/btp.2023.17324
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Al-Aali, A., Khurshid, M. A., Nasir, N. M., & Al-Aali, H. (2011). Measuring the service quality of mobile phone companies in Saudi Arabia. King Saud University Journal-Administrative Sciences, 22(2), 43–55.
Al‐Hawari, M., Ward, T., & Newby, L. (2009). The relationship between service quality and retention within the automated and traditional contexts of retail banking. Journal of Service Management, 20(4), 455–472. https://doi.org/10.1108/09564230910978539
Aslam, W., Arif, I., Farhat, K., & Khursheed, M. (2018). The role of customer trust, service quality and value dimensions in determining satisfaction and loyalty: An empirical study of mobile telecommunication industry in Pakistan. Market-Tržište, 30(2), 177–194. https://doi.org/10.22598/mt/2018.30.2.177
Aydin, S., & Ozer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing. https://doi.org/10.1108/03090560510601833
Birch-Jensen, A., Gremyr, I., & Halldorsson, A. (2021). Absorptive capacity as an enabler for service improvements – the role of customer satisfaction information usage. Total Quality Management and Business Excellence, 32(15–16), 1651–1665. https://doi.org/10.1080/14783363.2020.1761786
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82. https://doi.org/10.1177/002224299005400206
Boohene, R., & Agyapong, G. K. Q. (2011). Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana). International Business Research, 4(1), 229–240. https://doi.org/10.5539/ibr.v4n1p229
Bose, S., & Rao, V. G. (2011). Perceived benefits of customer loyalty programs: Validating the scale in the Indian context. Management & Marketing, 6(4).
Braimllari (Spaho), A., & Nerjaku, S. (2022). Determinants of customer loyalty toward internet service providers in Albania. In N. Tsounis & A. Vlachvei (eds.), Advances in quantitative economic research (pp. 465–475). Springer. https://doi.org/10.1007/978-3-030-98179-2_32
Bricci, L., Fragata, A., & Antunes, J. (2016). The effects of trust, commitment, and satisfaction affect customer loyalty in the distribution sector. Journal of Economics, Business, and Management, 4(2), 173–177. https://doi.org/10.7763/JOEBM.2016.V4.386
Calvo-Porral, C., & Nieto-Mengotti, M. (2019). The moderating influence of involvement with ICTs in mobile services. Spanish Journal of Marketing – ESIC, 23(1). https://doi.org/10.1108/SJME-08-2018-0036
Chen, C. F., & Cheng, L. T. (2012). A study on mobile phone service loyalty in Taiwan. Total Quality Management & Business Excellence, 23(7/8), 807–819. https://doi.org/10.1080/14783363.2012.661129
Chinomona, R., & Sandada, M. (2013). Predictors of customer loyalty to the mobile service provider in South Africa. International Business & Economics Research Journal (IBER), 12(12), 1631–1644. https://doi.org/10.19030/iber.v12i12.8257
Chiou, J. S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, 34(4), 613–627. https://doi.org/10.1177/0092070306286934
Chuah, S. H. W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of Retailing and Consumer Services, 36, 124–136. https://doi.org/10.1016/j.jretconser.2017.01.010
Clemes, M. D., Gan, C. E. C., & Kao, T.-H. (2008). University student satisfaction: An empirical analysis. Journal of Marketing for Higher Education, 17(2), 292–325. https://doi.org/10.1080/08841240801912831
Clemes, M. D., Gan, C., & Ren, M. (2010). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry. Journal of Hospitality & Tourism Research, 35(4), 530–568. https://doi.org/10.1177/1096348010382239
Clemes, M. D., Brush, G. J., & Collins, M. J. (2011). Analysing the professional sport experience: A hierarchical approach. Sport Management Review, 14(4), 370–388. https://doi.org/10.1016/j.smr.2010.12.004
Clemes, M. D., Shu, X., & Gan, Ch. (2014). Mobile communications: A comprehensive hierarchical modeling approach. Asia Pacific Journal of Marketing and Logistics, 26(1), 114–146. https://doi.org/10.1108/APJML-04-2013-0040
Czepiel, J. A. (1990). Service encounters and service relationships: Implications for research. Journal of Business Research, 20(1), 13–21. https://doi.org/10.1016/0148-2963(90)90038-F
Dabholkar, P. A., & Sheng, X. (2012). Consumer participation in online recommendation agents affects satisfaction, trust, and purchase intentions. The Service Industries Journal, 32(9), 1433–1449. https://doi.org/10.1080/02642069.2011.624596
Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142. https://doi.org/10.1177/1094670507309594
Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289–300. https://doi.org/10.1016/j.ijinfomgt.2009.10.001
Diallo, M. F., Diop-Sall, F., Djelassi, S., & Godefroit-Winkel, D. (2018). How shopping mall service quality affects customer loyalty across developing countries: The moderation of the cultural context. Journal of International Marketing, 26(4), 69–84. https://doi.org/10.1177/1069031X18807473
Donio’, J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(7), 445–457. https://doi.org/10.1108/07363760610712993
Dorotic, M., Bijmolt, T. H. A., & Verhoef, P. C. (2012). Loyalty programs: Current knowledge and research directions. International Journal of Management Reviews, 14(3), 217–237. https://doi.org/10.1111/j.1468-2370.2011.00314.x
El-Adly, M. I., & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217–227. https://doi.org/10.1016/j.jretconser.2016.04.002
Erbschloe, M. (2017). Threat level red: Cybersecurity research programs of the US government. CRC Press. https://doi.org/10.1201/9781315167558
Evanschitzky, H., Iyer, G., Plassmann, H., Niessing, J., & Meffert, H. (2006). The relative strength of affective commitment in securing loyalty in service relationships. Journal of Business Research, 59(12), 1207–1213. https://doi.org/10.1016/j.jbusres.2006.08.005
Fernandes, A. A. R., & Solimun, S. (2016). The effect of correlation between responses in bi-response nonparametric regression using smoothing spline for longitudinal data. Communications in Applied Analysis, 20(3).
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunication Policy, 25(4), 249–269. https://doi.org/10.1016/S0308-5961(00)00097-5
Ghozali, I., & Latan, H. (2015). Partial least squares. Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS, 3.
Gong, X., Cheung, C. M., Liu, S., Zhang, K. Z., & Lee, M. K. (2022). Battles of mobile payment networks: The impacts of network structures, technology complementarities and institutional mechanisms on consumer loyalty. Information Systems Journal, 32(4), 696–728. https://doi.org/10.1111/isj.12366
Gul, R. (2014). The relationship between reputation, customer satisfaction, trust, and loyalty. Journal of Public Administration and Governance, 4(3), 368–387. https://doi.org/10.5296/jpag.v4i3.6678
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218. https://doi.org/10.1509/jmkg.2005.69.4.210
Hafez, M., & Akther, N. (2017). Determinants of customer loyalty in mobile telecommunication industry in Bangladesh. Global Journal of Management and Business Research, 17(1).
Hair Jr., J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Hair Jr., J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Thiele, K. O. (2017). Mirror, mirror on the wall: A comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Science, 45(5), 616–632. https://doi.org/10.1007/s11747-017-0517-x
Hameed, S., & Nigam, A. (2022). Exploring India’s generation Z perspective on AI enabled internet banking services. Foresight, 25(2). https://doi.org/10.1108/FS-10-2021-0213
Haskett, K. (2011). Abundance and movement of the Texas Diamondback Terrapin in the Deer Island Complex, Galveston, Texas. The University of Houston-Clear Lake.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2014). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Herring, J., & Thompson, L. (2013). Learn the art of logic and persuasion (collection). FT Press.
Hofstede, G. (2011). Dimensionalizing cultures: The Hofstede model in context. Online Readings in Psychology and Culture, 2(1), 1–26. https://doi.org/10.9707/2307-0919.1014
Jahanzeb, S., Fatima, T., & Khan, M. B. (2011). An empirical analysis of customer loyalty in Pakistan’s telecommunication industry. Journal of Database Marketing & Customer Strategy Management, 18(1), 5–15. https://doi.org/10.1057/dbm.2011.2
Kandampully, J., Zhang, T. C., & Bilgihan, A. (2015). Customer loyalty: A review and future directions focusing on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3). https://doi.org/10.1108/IJCHM-03-2014-0151
Karim, R., & Chowdhury, T. (2014). Customer satisfaction on service quality in private commercial banking sector in Bangladesh. British Journal of Marketing Studies, 2(2), 1–11.
Kaur, H., & Soch, H. (2012). Validating antecedents of customer loyalty for Indian cell phone users. Vikalpa, 37(4), 47–61. https://doi.org/10.1177/0256090920120404
Kim, J., & LaRose, R. (2004). Interactive e-commerce: Promoting consumer efficiency or impulsivity? Journal of Computer-Mediated Communication, 10(1), JCMC10112. https://doi.org/10.1111/j.1083-6101.2004.tb00234.x
Kim, M. K., Wong, S. F., Chang, Y., & Park, J. H. (2016). Determinants of customer loyalty in the Korean smartphone market: Moderating effects of user characteristics. Telematics and Informatics, 33(4). https://doi.org/10.1016/j.tele.2016.02.006
Kim, D. (2013). Under what conditions will social commerce business models survive? Electronic Commerce Research and Application, 12(2), 69–77. https://doi.org/10.1016/j.elerap.2012.12.002
Kishada, Z. M. E., & Wahab, N. A. (2013). Factors affecting customer loyalty in Islamic banking: Evidence from Malaysian banks. International Journal of Business and Social Science, 4(7), 264–273.
Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896. https://doi.org/10.1016/j.chb.2009.03.003
Kumar, V., Batista, L., & Maull, R. (2011). The impact of operations performance on customer loyalty. Service Science, 3(2), 158–171. https://doi.org/10.1287/serv.3.2.158
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980–986. https://doi.org/10.1016/j.jbusres.2008.10.015
Lanier, K. (2017). 5 things HR professionals need to know about generation Z. Strategic HR Review, 16(6), 288–290. https://doi.org/10.1108/SHR-08-2017-0051
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction‐loyalty link: Mobile phone service in France. Journal of Services Marketing, 15(1), 35–48. https://doi.org/10.1108/08876040110381463
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/IJARBSS/v7-i4/2821
Lim, H., Widdows, R., & Park, J. (2006). M‐loyalty: Winning strategies for mobile carriers. Journal of Consumer Marketing, 23(4), 208–218. https://doi.org/10.1108/07363760610674338
Madjid, R. (2013). Customer trust as relationship mediation between customer satisfaction and loyalty at Bank Rakyat Indonesia (BRI) Southeast Sulawesi. The International Journal of Engineering and Science, 2(5), 48–60.
Mahmoud, M. A., Hinson, R. E., & Anim, P. A. (2017). Service innovationand customer satisfaction: The role of customer value creation. European Journal of Innovation Management, 21(3). https://doi.org/10.1108/EJIM-09-2017-0117
Malik, N., & Ramay, M. I. (2017). Impact of culture on customer loyalty: A gender-based comparison in higher education institutions of Islamabad Pakistan. Journal of Managerial Sciences, XI(04). https://www.qurtuba.edu.pk/jms/default_files/JMS/11_4/05%20JMS%20XI_04_%202017%2069-89%20Noman%20Malik.pdf
Manyanga, W., Makanyeza, Ch., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015
Mariyudi, M., & Matriadi, F. (2018, January). Customer value co-creation behavior and customer loyalty: A case study in the mobile application industry. In The 1st Economics and Business International Conference 2017 (EBIC 2017) (pp. 469–476). Atlantis Press. https://doi.org/10.2991/ebic-17.2018.74
Mimouni-Chaabane, A., & Volle, P. (2010). Perceived benefits of loyalty programs: Scale development and implications for relational strategies. Journal of Business Research, 63(1), 32–37. https://doi.org/10.1016/j.jbusres.2009.01.008
Moreira, A. C., Silva, P. M., & Moutinho, V. F. (2016). Differences between stayers, switchers, and heavy switchers. Marketing Intelligence & Planning, 34(6), 843–862. https://doi.org/10.1108/MIP-07-2015-0128
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modeling and investigating the relationship of after-sales service quality with customer satisfaction, retention, and loyalty – a home appliances business case study. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/10.1016/j.jretconser.2016.01.001
Mustikasari, A., Fista, T. F. F., Wijaya, T., & Wardana, W. (2022). The influence of gamification and rewards on customer loyalty in Z generation with moderating role of gender (Case study on the Shopee Marketplace). Management Analysis Journal, 11(2).
Njeru, L. M., Cheruiyot, T. K., & Maru, L. (2019). Effect of service quality on customer loyalty in selected African airlines. Journal of Business Management and Economic Research, 3(10), 1–19. https://doi.org/10.29226/TR1001.2020.159
Ozkan, M., & Solmaz, B. (2015). Mobile addiction of generation Z and its effects on their social lifes. Procedia – Social and Behavioral Sciences, 205(May), 92–98. https://doi.org/10.1016/j.sbspro.2015.09.027
Parahoo, S. K., Al-Nakeeb, A., & Onagun, I. (2015). We are whom we are: Incorporating individual culture in customer satisfaction models. Journal of Financial Services Marketing, 20(3), 220–230. https://doi.org/10.1057/fsm.2015.15
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pollack, S. (2014). Disrupted, from Gen Y to iGen: Communicating with the next generation. Pacific Coast Creative Publishing.
Preacher, K. J., & Hayes A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Bahavior Research Methods, Instruments, & Computers, 36(4), 717–731. https://doi.org/10.3758/BF03206553
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891. https://doi.org/10.3758/BRM.40.3.879
Qadri, U. A., & Khan, M. M. S. (2014). Factors affecting on customer retention: A case study of cellular industry of Pakistan. International Journal of Recent Research in Commerce Economics and Management, 1(1), 1–22.
Quach, T. N., & Thaichon, P., & Jebarajakirthy, Ch. (2016). Internet service providers’ service quality and its effect on customer loyalty of different usage patterns. Journal of Retailing and Consumer Services, 29, 104–113. https://doi.org/10.1016/j.jretconser.2015.11.012
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21–31. https://doi.org/10.1016/j.jbusres.2005.11.006
Reale Sancha, I. (2017). The impact of cultures on customer service [Doctoral dissertation, SCTE Business School, Instituto Universatorio Lisboa, Portugal].
Reichheld, F. F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105–113.
Roblek, V., Mesko, M., Dimovski, V., & Peterlin, J. (2019). Smart technologies as social innovation and complex social issues of the Z Generation. Kybernetes, 48(1). https://doi.org/10.1108/K-09-2017-0356
Roy, P. (2013). Wireless internet service and customer satisfaction: A case study on young generation in Bangladesh. Asian Journal of Applied Science and Engineering, 2(2), 96–102.
San-Martin, S., Prodanova, J., & Jimenez, N. (2015). The impact of age in the generation of satisfaction and WOM in mobile shopping. Journal of Retailing and Consumer Services, 23, 1–8. https://doi.org/10.1016/j.jretconser.2014.11.001
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Treating unobserved heterogeneity in PLS-SEM: A multi-method approach. In Partial least squares path modeling (pp. 197–217). Springer. https://doi.org/10.1007/978-3-319-64069-3_9
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Treating unobserved heterogeneity in PLS-SEM: A multi-method approach. In Partial least squares path modeling (pp. 197–217). Springer. https://doi.org/10.1007/978-3-319-64069-3_9
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12. https://doi.org/10.5539/ijbm.v6n3p12
Smalej, O. (2017). Analysis of purchasing decisions made by the generation Z consumers. In Management Challenges in a Network Economy: Proceedings of the MakeLearn and TIIM International Conference (pp. 331–335). IDEAS.
Sugiati, T. (2017). The mediation role of customer satisfaction on loyalty. Journal of Engineering and Applied Sciences, 12(18), 4715–4719.
Stathopoulou, A., & Balabanis, G. (2016). The effects of loyalty programs on customer satisfaction, trust, and loyalty toward high- and low-end fashion retailers. Journal of Business Research, 69(12). https://doi.org/10.1016/j.jbusres.2016.04.177
Tabaku, E., & Cerri, S. (2015). An empirical investigation of customer loyalty in telecommunication industry in Albania. Mediterranean Journal of Social Sciences, 6(1 S1), 224. https://doi.org/10.5901/mjss.2015.v6n1s1p224
Takahashi, T. (2011). Japanese youth and mobile media. In Deconstructing digital natives (pp. 67–82). Routledge.
Tarhani, F., & Janfadaei, S. (2017). Study of the effect of culture on customer loyalty on the target markets for successful export. Review of European Studies, 9(2), 148. https://doi.org/10.5539/res.v9n2p148
Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational statistics & Data Analysis, 48(1), 159–205. https://doi.org/10.1016/j.csda.2004.03.005
Twenge, J. M. (2017). IGen: Why today’s super-connected kids are growing up less rebellious, more tolerant, less happy – and completely unprepared for adulthood – and what that means for the rest of us. Simon and Schuster.
Utz, M., Johanning, S., Roth, T., Bruckner, T., & Struker, J. (2023). From ambivalence to trust: Using blockchain in customer loyalty programs. International Journal of Information Management, 68, 102496. https://doi.org/10.1016/j.ijinfomgt.2022.102496
Waari, D., Bonuke, R., & Kosgei, D. (2018). Loyalty programs benefits and customer loyalty: The mediating role of customer satisfaction. International Journal of Commerce and Management, 6(4), 726–737.
Wang, Y. S., Wang, Y. M., Lin, H. H., & Tang, T. I. (2003). Determinants of user acceptance of internet banking: An empirical research. International Journal of Bank Marketing, 14(5), 501–519. https://doi.org/10.1108/09564230310500192
Wei, L. (2011). Moment analysis and translanguaging space: Discursive construction of identities by multilingual Chinese youth in Britain. Journal of Pragmatics, 43(5), 1222–1235. https://doi.org/10.1016/j.pragma.2010.07.035
Wetzels, M., Odekerken-Schroder, G., & Van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS Quarterly, 33(1), 177–195. https://doi.org/10.2307/20650284
Wiese, M., & Kruger, L. (2016). Parental influence on consumer and purchase behaviour of generation Y. Journal of Consumer Sciences, 44.
Woo, K. S., & Fock, H. K. Y. (1999). Customer satisfaction in the Hong Kong mobile phone industry. The Service Industries Journal, 19(3), 162–174. https://doi.org/10.1080/02642069900000035
Wu, H. C., & Ai, C. H. (2016). Synthesizing the effects of experiential quality, excitement, equity, experiential satisfaction on experiential loyalty for the golf industry: The case of Hainan Island. Journal of Hospitality and Tourism Management, 29, 41–59. https://doi.org/10.1016/j.jhtm.2016.05.005
Yoo, B., Donthu, N., & Lenartowicz, T. (2011). Measuring Hofstede’s five dimensions of cultural values at the individual level: Development and validation of CVSCALE. Journal of International Consumer Marketing, 23(3–4), 193–210.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
Zhang, H., Lu, Y., Gupta, S., Zhao, L., Chen, A., & Huang, H. (2014). Understanding the antecedents of customer loyalty in the Chinese mobile service industry: A push-pull–mooring framework. International Journal of Mobile Communications, 12(6), 551–577. https://doi.org/10.1504/IJMC.2014.064901
Al‐Hawari, M., Ward, T., & Newby, L. (2009). The relationship between service quality and retention within the automated and traditional contexts of retail banking. Journal of Service Management, 20(4), 455–472. https://doi.org/10.1108/09564230910978539
Aslam, W., Arif, I., Farhat, K., & Khursheed, M. (2018). The role of customer trust, service quality and value dimensions in determining satisfaction and loyalty: An empirical study of mobile telecommunication industry in Pakistan. Market-Tržište, 30(2), 177–194. https://doi.org/10.22598/mt/2018.30.2.177
Aydin, S., & Ozer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing. https://doi.org/10.1108/03090560510601833
Birch-Jensen, A., Gremyr, I., & Halldorsson, A. (2021). Absorptive capacity as an enabler for service improvements – the role of customer satisfaction information usage. Total Quality Management and Business Excellence, 32(15–16), 1651–1665. https://doi.org/10.1080/14783363.2020.1761786
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. Journal of Marketing, 54(2), 69–82. https://doi.org/10.1177/002224299005400206
Boohene, R., & Agyapong, G. K. Q. (2011). Analysis of the antecedents of customer loyalty of telecommunication industry in Ghana: The case of Vodafone (Ghana). International Business Research, 4(1), 229–240. https://doi.org/10.5539/ibr.v4n1p229
Bose, S., & Rao, V. G. (2011). Perceived benefits of customer loyalty programs: Validating the scale in the Indian context. Management & Marketing, 6(4).
Braimllari (Spaho), A., & Nerjaku, S. (2022). Determinants of customer loyalty toward internet service providers in Albania. In N. Tsounis & A. Vlachvei (eds.), Advances in quantitative economic research (pp. 465–475). Springer. https://doi.org/10.1007/978-3-030-98179-2_32
Bricci, L., Fragata, A., & Antunes, J. (2016). The effects of trust, commitment, and satisfaction affect customer loyalty in the distribution sector. Journal of Economics, Business, and Management, 4(2), 173–177. https://doi.org/10.7763/JOEBM.2016.V4.386
Calvo-Porral, C., & Nieto-Mengotti, M. (2019). The moderating influence of involvement with ICTs in mobile services. Spanish Journal of Marketing – ESIC, 23(1). https://doi.org/10.1108/SJME-08-2018-0036
Chen, C. F., & Cheng, L. T. (2012). A study on mobile phone service loyalty in Taiwan. Total Quality Management & Business Excellence, 23(7/8), 807–819. https://doi.org/10.1080/14783363.2012.661129
Chinomona, R., & Sandada, M. (2013). Predictors of customer loyalty to the mobile service provider in South Africa. International Business & Economics Research Journal (IBER), 12(12), 1631–1644. https://doi.org/10.19030/iber.v12i12.8257
Chiou, J. S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, 34(4), 613–627. https://doi.org/10.1177/0092070306286934
Chuah, S. H. W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of Retailing and Consumer Services, 36, 124–136. https://doi.org/10.1016/j.jretconser.2017.01.010
Clemes, M. D., Gan, C. E. C., & Kao, T.-H. (2008). University student satisfaction: An empirical analysis. Journal of Marketing for Higher Education, 17(2), 292–325. https://doi.org/10.1080/08841240801912831
Clemes, M. D., Gan, C., & Ren, M. (2010). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry. Journal of Hospitality & Tourism Research, 35(4), 530–568. https://doi.org/10.1177/1096348010382239
Clemes, M. D., Brush, G. J., & Collins, M. J. (2011). Analysing the professional sport experience: A hierarchical approach. Sport Management Review, 14(4), 370–388. https://doi.org/10.1016/j.smr.2010.12.004
Clemes, M. D., Shu, X., & Gan, Ch. (2014). Mobile communications: A comprehensive hierarchical modeling approach. Asia Pacific Journal of Marketing and Logistics, 26(1), 114–146. https://doi.org/10.1108/APJML-04-2013-0040
Czepiel, J. A. (1990). Service encounters and service relationships: Implications for research. Journal of Business Research, 20(1), 13–21. https://doi.org/10.1016/0148-2963(90)90038-F
Dabholkar, P. A., & Sheng, X. (2012). Consumer participation in online recommendation agents affects satisfaction, trust, and purchase intentions. The Service Industries Journal, 32(9), 1433–1449. https://doi.org/10.1080/02642069.2011.624596
Dagger, T. S., Sweeney, J. C., & Johnson, L. W. (2007). A hierarchical model of health service quality: Scale development and investigation of an integrated model. Journal of Service Research, 10(2), 123–142. https://doi.org/10.1177/1094670507309594
Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289–300. https://doi.org/10.1016/j.ijinfomgt.2009.10.001
Diallo, M. F., Diop-Sall, F., Djelassi, S., & Godefroit-Winkel, D. (2018). How shopping mall service quality affects customer loyalty across developing countries: The moderation of the cultural context. Journal of International Marketing, 26(4), 69–84. https://doi.org/10.1177/1069031X18807473
Donio’, J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(7), 445–457. https://doi.org/10.1108/07363760610712993
Dorotic, M., Bijmolt, T. H. A., & Verhoef, P. C. (2012). Loyalty programs: Current knowledge and research directions. International Journal of Management Reviews, 14(3), 217–237. https://doi.org/10.1111/j.1468-2370.2011.00314.x
El-Adly, M. I., & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217–227. https://doi.org/10.1016/j.jretconser.2016.04.002
Erbschloe, M. (2017). Threat level red: Cybersecurity research programs of the US government. CRC Press. https://doi.org/10.1201/9781315167558
Evanschitzky, H., Iyer, G., Plassmann, H., Niessing, J., & Meffert, H. (2006). The relative strength of affective commitment in securing loyalty in service relationships. Journal of Business Research, 59(12), 1207–1213. https://doi.org/10.1016/j.jbusres.2006.08.005
Fernandes, A. A. R., & Solimun, S. (2016). The effect of correlation between responses in bi-response nonparametric regression using smoothing spline for longitudinal data. Communications in Applied Analysis, 20(3).
Gerpott, T. J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunication Policy, 25(4), 249–269. https://doi.org/10.1016/S0308-5961(00)00097-5
Ghozali, I., & Latan, H. (2015). Partial least squares. Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS, 3.
Gong, X., Cheung, C. M., Liu, S., Zhang, K. Z., & Lee, M. K. (2022). Battles of mobile payment networks: The impacts of network structures, technology complementarities and institutional mechanisms on consumer loyalty. Information Systems Journal, 32(4), 696–728. https://doi.org/10.1111/isj.12366
Gul, R. (2014). The relationship between reputation, customer satisfaction, trust, and loyalty. Journal of Public Administration and Governance, 4(3), 368–387. https://doi.org/10.5296/jpag.v4i3.6678
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218. https://doi.org/10.1509/jmkg.2005.69.4.210
Hafez, M., & Akther, N. (2017). Determinants of customer loyalty in mobile telecommunication industry in Bangladesh. Global Journal of Management and Business Research, 17(1).
Hair Jr., J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128
Hair Jr., J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Thiele, K. O. (2017). Mirror, mirror on the wall: A comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Science, 45(5), 616–632. https://doi.org/10.1007/s11747-017-0517-x
Hameed, S., & Nigam, A. (2022). Exploring India’s generation Z perspective on AI enabled internet banking services. Foresight, 25(2). https://doi.org/10.1108/FS-10-2021-0213
Haskett, K. (2011). Abundance and movement of the Texas Diamondback Terrapin in the Deer Island Complex, Galveston, Texas. The University of Houston-Clear Lake.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2014). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Herring, J., & Thompson, L. (2013). Learn the art of logic and persuasion (collection). FT Press.
Hofstede, G. (2011). Dimensionalizing cultures: The Hofstede model in context. Online Readings in Psychology and Culture, 2(1), 1–26. https://doi.org/10.9707/2307-0919.1014
Jahanzeb, S., Fatima, T., & Khan, M. B. (2011). An empirical analysis of customer loyalty in Pakistan’s telecommunication industry. Journal of Database Marketing & Customer Strategy Management, 18(1), 5–15. https://doi.org/10.1057/dbm.2011.2
Kandampully, J., Zhang, T. C., & Bilgihan, A. (2015). Customer loyalty: A review and future directions focusing on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3). https://doi.org/10.1108/IJCHM-03-2014-0151
Karim, R., & Chowdhury, T. (2014). Customer satisfaction on service quality in private commercial banking sector in Bangladesh. British Journal of Marketing Studies, 2(2), 1–11.
Kaur, H., & Soch, H. (2012). Validating antecedents of customer loyalty for Indian cell phone users. Vikalpa, 37(4), 47–61. https://doi.org/10.1177/0256090920120404
Kim, J., & LaRose, R. (2004). Interactive e-commerce: Promoting consumer efficiency or impulsivity? Journal of Computer-Mediated Communication, 10(1), JCMC10112. https://doi.org/10.1111/j.1083-6101.2004.tb00234.x
Kim, M. K., Wong, S. F., Chang, Y., & Park, J. H. (2016). Determinants of customer loyalty in the Korean smartphone market: Moderating effects of user characteristics. Telematics and Informatics, 33(4). https://doi.org/10.1016/j.tele.2016.02.006
Kim, D. (2013). Under what conditions will social commerce business models survive? Electronic Commerce Research and Application, 12(2), 69–77. https://doi.org/10.1016/j.elerap.2012.12.002
Kishada, Z. M. E., & Wahab, N. A. (2013). Factors affecting customer loyalty in Islamic banking: Evidence from Malaysian banks. International Journal of Business and Social Science, 4(7), 264–273.
Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896. https://doi.org/10.1016/j.chb.2009.03.003
Kumar, V., Batista, L., & Maull, R. (2011). The impact of operations performance on customer loyalty. Service Science, 3(2), 158–171. https://doi.org/10.1287/serv.3.2.158
Lai, F., Griffin, M., & Babin, B. J. (2009). How quality, value, image, and satisfaction create loyalty at a Chinese telecom. Journal of Business Research, 62(10), 980–986. https://doi.org/10.1016/j.jbusres.2008.10.015
Lanier, K. (2017). 5 things HR professionals need to know about generation Z. Strategic HR Review, 16(6), 288–290. https://doi.org/10.1108/SHR-08-2017-0051
Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction‐loyalty link: Mobile phone service in France. Journal of Services Marketing, 15(1), 35–48. https://doi.org/10.1108/08876040110381463
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/IJARBSS/v7-i4/2821
Lim, H., Widdows, R., & Park, J. (2006). M‐loyalty: Winning strategies for mobile carriers. Journal of Consumer Marketing, 23(4), 208–218. https://doi.org/10.1108/07363760610674338
Madjid, R. (2013). Customer trust as relationship mediation between customer satisfaction and loyalty at Bank Rakyat Indonesia (BRI) Southeast Sulawesi. The International Journal of Engineering and Science, 2(5), 48–60.
Mahmoud, M. A., Hinson, R. E., & Anim, P. A. (2017). Service innovationand customer satisfaction: The role of customer value creation. European Journal of Innovation Management, 21(3). https://doi.org/10.1108/EJIM-09-2017-0117
Malik, N., & Ramay, M. I. (2017). Impact of culture on customer loyalty: A gender-based comparison in higher education institutions of Islamabad Pakistan. Journal of Managerial Sciences, XI(04). https://www.qurtuba.edu.pk/jms/default_files/JMS/11_4/05%20JMS%20XI_04_%202017%2069-89%20Noman%20Malik.pdf
Manyanga, W., Makanyeza, Ch., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015
Mariyudi, M., & Matriadi, F. (2018, January). Customer value co-creation behavior and customer loyalty: A case study in the mobile application industry. In The 1st Economics and Business International Conference 2017 (EBIC 2017) (pp. 469–476). Atlantis Press. https://doi.org/10.2991/ebic-17.2018.74
Mimouni-Chaabane, A., & Volle, P. (2010). Perceived benefits of loyalty programs: Scale development and implications for relational strategies. Journal of Business Research, 63(1), 32–37. https://doi.org/10.1016/j.jbusres.2009.01.008
Moreira, A. C., Silva, P. M., & Moutinho, V. F. (2016). Differences between stayers, switchers, and heavy switchers. Marketing Intelligence & Planning, 34(6), 843–862. https://doi.org/10.1108/MIP-07-2015-0128
Murali, S., Pugazhendhi, S., & Muralidharan, C. (2016). Modeling and investigating the relationship of after-sales service quality with customer satisfaction, retention, and loyalty – a home appliances business case study. Journal of Retailing and Consumer Services, 30, 67–83. https://doi.org/10.1016/j.jretconser.2016.01.001
Mustikasari, A., Fista, T. F. F., Wijaya, T., & Wardana, W. (2022). The influence of gamification and rewards on customer loyalty in Z generation with moderating role of gender (Case study on the Shopee Marketplace). Management Analysis Journal, 11(2).
Njeru, L. M., Cheruiyot, T. K., & Maru, L. (2019). Effect of service quality on customer loyalty in selected African airlines. Journal of Business Management and Economic Research, 3(10), 1–19. https://doi.org/10.29226/TR1001.2020.159
Ozkan, M., & Solmaz, B. (2015). Mobile addiction of generation Z and its effects on their social lifes. Procedia – Social and Behavioral Sciences, 205(May), 92–98. https://doi.org/10.1016/j.sbspro.2015.09.027
Parahoo, S. K., Al-Nakeeb, A., & Onagun, I. (2015). We are whom we are: Incorporating individual culture in customer satisfaction models. Journal of Financial Services Marketing, 20(3), 220–230. https://doi.org/10.1057/fsm.2015.15
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pollack, S. (2014). Disrupted, from Gen Y to iGen: Communicating with the next generation. Pacific Coast Creative Publishing.
Preacher, K. J., & Hayes A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Bahavior Research Methods, Instruments, & Computers, 36(4), 717–731. https://doi.org/10.3758/BF03206553
Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879–891. https://doi.org/10.3758/BRM.40.3.879
Qadri, U. A., & Khan, M. M. S. (2014). Factors affecting on customer retention: A case study of cellular industry of Pakistan. International Journal of Recent Research in Commerce Economics and Management, 1(1), 1–22.
Quach, T. N., & Thaichon, P., & Jebarajakirthy, Ch. (2016). Internet service providers’ service quality and its effect on customer loyalty of different usage patterns. Journal of Retailing and Consumer Services, 29, 104–113. https://doi.org/10.1016/j.jretconser.2015.11.012
Rauyruen, P., & Miller, K. E. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60(1), 21–31. https://doi.org/10.1016/j.jbusres.2005.11.006
Reale Sancha, I. (2017). The impact of cultures on customer service [Doctoral dissertation, SCTE Business School, Instituto Universatorio Lisboa, Portugal].
Reichheld, F. F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105–113.
Roblek, V., Mesko, M., Dimovski, V., & Peterlin, J. (2019). Smart technologies as social innovation and complex social issues of the Z Generation. Kybernetes, 48(1). https://doi.org/10.1108/K-09-2017-0356
Roy, P. (2013). Wireless internet service and customer satisfaction: A case study on young generation in Bangladesh. Asian Journal of Applied Science and Engineering, 2(2), 96–102.
San-Martin, S., Prodanova, J., & Jimenez, N. (2015). The impact of age in the generation of satisfaction and WOM in mobile shopping. Journal of Retailing and Consumer Services, 23, 1–8. https://doi.org/10.1016/j.jretconser.2014.11.001
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Treating unobserved heterogeneity in PLS-SEM: A multi-method approach. In Partial least squares path modeling (pp. 197–217). Springer. https://doi.org/10.1007/978-3-319-64069-3_9
Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Treating unobserved heterogeneity in PLS-SEM: A multi-method approach. In Partial least squares path modeling (pp. 197–217). Springer. https://doi.org/10.1007/978-3-319-64069-3_9
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12. https://doi.org/10.5539/ijbm.v6n3p12
Smalej, O. (2017). Analysis of purchasing decisions made by the generation Z consumers. In Management Challenges in a Network Economy: Proceedings of the MakeLearn and TIIM International Conference (pp. 331–335). IDEAS.
Sugiati, T. (2017). The mediation role of customer satisfaction on loyalty. Journal of Engineering and Applied Sciences, 12(18), 4715–4719.
Stathopoulou, A., & Balabanis, G. (2016). The effects of loyalty programs on customer satisfaction, trust, and loyalty toward high- and low-end fashion retailers. Journal of Business Research, 69(12). https://doi.org/10.1016/j.jbusres.2016.04.177
Tabaku, E., & Cerri, S. (2015). An empirical investigation of customer loyalty in telecommunication industry in Albania. Mediterranean Journal of Social Sciences, 6(1 S1), 224. https://doi.org/10.5901/mjss.2015.v6n1s1p224
Takahashi, T. (2011). Japanese youth and mobile media. In Deconstructing digital natives (pp. 67–82). Routledge.
Tarhani, F., & Janfadaei, S. (2017). Study of the effect of culture on customer loyalty on the target markets for successful export. Review of European Studies, 9(2), 148. https://doi.org/10.5539/res.v9n2p148
Tenenhaus, M., Vinzi, V. E., Chatelin, Y. M., & Lauro, C. (2005). PLS path modeling. Computational statistics & Data Analysis, 48(1), 159–205. https://doi.org/10.1016/j.csda.2004.03.005
Twenge, J. M. (2017). IGen: Why today’s super-connected kids are growing up less rebellious, more tolerant, less happy – and completely unprepared for adulthood – and what that means for the rest of us. Simon and Schuster.
Utz, M., Johanning, S., Roth, T., Bruckner, T., & Struker, J. (2023). From ambivalence to trust: Using blockchain in customer loyalty programs. International Journal of Information Management, 68, 102496. https://doi.org/10.1016/j.ijinfomgt.2022.102496
Waari, D., Bonuke, R., & Kosgei, D. (2018). Loyalty programs benefits and customer loyalty: The mediating role of customer satisfaction. International Journal of Commerce and Management, 6(4), 726–737.
Wang, Y. S., Wang, Y. M., Lin, H. H., & Tang, T. I. (2003). Determinants of user acceptance of internet banking: An empirical research. International Journal of Bank Marketing, 14(5), 501–519. https://doi.org/10.1108/09564230310500192
Wei, L. (2011). Moment analysis and translanguaging space: Discursive construction of identities by multilingual Chinese youth in Britain. Journal of Pragmatics, 43(5), 1222–1235. https://doi.org/10.1016/j.pragma.2010.07.035
Wetzels, M., Odekerken-Schroder, G., & Van Oppen, C. (2009). Using PLS path modeling for assessing hierarchical construct models: Guidelines and empirical illustration. MIS Quarterly, 33(1), 177–195. https://doi.org/10.2307/20650284
Wiese, M., & Kruger, L. (2016). Parental influence on consumer and purchase behaviour of generation Y. Journal of Consumer Sciences, 44.
Woo, K. S., & Fock, H. K. Y. (1999). Customer satisfaction in the Hong Kong mobile phone industry. The Service Industries Journal, 19(3), 162–174. https://doi.org/10.1080/02642069900000035
Wu, H. C., & Ai, C. H. (2016). Synthesizing the effects of experiential quality, excitement, equity, experiential satisfaction on experiential loyalty for the golf industry: The case of Hainan Island. Journal of Hospitality and Tourism Management, 29, 41–59. https://doi.org/10.1016/j.jhtm.2016.05.005
Yoo, B., Donthu, N., & Lenartowicz, T. (2011). Measuring Hofstede’s five dimensions of cultural values at the individual level: Development and validation of CVSCALE. Journal of International Consumer Marketing, 23(3–4), 193–210.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
Zhang, H., Lu, Y., Gupta, S., Zhao, L., Chen, A., & Huang, H. (2014). Understanding the antecedents of customer loyalty in the Chinese mobile service industry: A push-pull–mooring framework. International Journal of Mobile Communications, 12(6), 551–577. https://doi.org/10.1504/IJMC.2014.064901