Title

How Quality, Value, Image, and Satisfaction Create Loyalty at a Chinese Telecom

Document Type

Article

Publication Date

10-1-2009

Department

Coastal Sciences, Gulf Coast Research Laboratory

Abstract

This study proposes and tests an integrative model to examine the relations among service quality, value, image, satisfaction, and loyalty in China. 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. (C) 2008 Elsevier Inc. All rights reserved.

Publication Title

Journal of Business Research

Volume

62

Issue

10

First Page

980

Last Page

986