How Quality, Value, Image, and Satisfaction Create Loyalty at an Iran Telecom

Fazlzadeh Alireza, Khoshmaram Ali, Feyzipour Aram

Abstract


This study proposes and tests an integrative model to examine the relations among service quality, value, image,
satisfaction, and loyalty in Iran. Analysis of survey data from 417 customers of an Iran mobile Communication
Company reveals that service quality directly influences perceived value, image perceptions and customer
satisfaction, that value and image influence satisfaction, that corporate image influences value, and that both
customer satisfaction and corporate image are significant determinants of loyalty. Thus, image has both a direct
and indirect (through value and satisfaction) impact on customer loyalty. Customer satisfactions mediate the
impact of service quality, value, and corporate image on customer loyalty. 


Full Text: PDF

Creative Commons License
This work is licensed under a Creative Commons Attribution 3.0 License.

International Journal of Business and Management   ISSN 1833-3850 (Print)   ISSN 1833-8119 (Online)

Copyright © Canadian Center of Science and Education

To make sure that you can receive messages from us, please add the 'ccsenet.org' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.