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The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services

The Korean mobile telecommunication services industry is entering a new transition period. This has been brought about by the market for mobile telecommunications reaching maturity, the launching of the IMT-2000 service and the scheduled introduction of mobile number portability. In response, the in...

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Published in:	Telecommunications policy 2004-03, Vol.28 (2), p.145-159
Main Authors:	Kim, Moon-Koo, Park, Myeong-Cheol, Jeong, Dong-Heon
Format:	Article
Language:	English
Subjects:	Brand loyalty Consumer behaviour Customer loyalty Customer satisfaction Customers Economic aspects Korea Korea Mobile Customer loyalty Customer satisfaction Switching barrier Loyalty Market strategy Mobile Mobile communications Mobile communications networks Mobile phones Mobile telephones Networks Policy studies Satisfaction South Korea Studies Switching barrier Telecommunications Telecommunications industry Telecommunications policy Telephone Wireless communications
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container_title	Telecommunications policy
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creator	Kim, Moon-Koo Park, Myeong-Cheol Jeong, Dong-Heon
description	The Korean mobile telecommunication services industry is entering a new transition period. This has been brought about by the market for mobile telecommunications reaching maturity, the launching of the IMT-2000 service and the scheduled introduction of mobile number portability. In response, the industry is shifting its strategic focus away from attracting new customers, towards retaining existing customers through the promotion of customer loyalty. This paper investigates how customer satisfaction and the switching barrier influence customer loyalty. The adjustment effect of the switching barrier on customer satisfaction and customer loyalty is also analysed.
doi_str_mv	10.1016/j.telpol.2003.12.003
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source	International Bibliography of the Social Sciences (IBSS); Library & Information Science Abstracts (LISA); ScienceDirect Freedom Collection 2022-2024; PAIS Index
subjects	Brand loyalty Consumer behaviour Customer loyalty Customer satisfaction Customers Economic aspects Korea Korea Mobile Customer loyalty Customer satisfaction Switching barrier Loyalty Market strategy Mobile Mobile communications Mobile communications networks Mobile phones Mobile telephones Networks Policy studies Satisfaction South Korea Studies Switching barrier Telecommunications Telecommunications industry Telecommunications policy Telephone Wireless communications
title	The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services
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