Antecedences and consequences of customer satisfaction in mobile telecom services using PLS-SEM and NCA: the moderating role of involvement with ICTs

Purpose This study aims to examine the antecedents [such as service quality (call), network quality (internet), perceived value, and corporate image] and consequences [such as electronic word of mouth (eWOM), customer loyalty and postpurchase intention] of customer satisfaction with mobile telecommu...

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Bibliographic Details
Published in:Journal of systems and information technology 2025-10, Vol.27 (4), p.607-640
Main Authors: Hussain, Khalil, Abbasi, Amir Zaib, Tsiotsou, Rodoula H., Ting, Ding Hooi
Format: Article
Language:English
Subjects:
Brand loyalty
Cell phones
Cellular telephones
Client satisfaction
Communication
Communications networks
Communications technology
Competition
Competitive advantage
Consumer behavior
Consumers
Corporate image
Customer satisfaction
Customer services
Hypotheses
Image quality
Information technology
Interlocking directorates
Internet
Internet access
Least squares
Loyalty
Methodological approaches
Mobile phones
Modelling
Quality of service
Satisfaction
Smartphones
Structural equation modeling
Technology adoption
Value
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