Customer satisfaction and repurchase intention: An application to the telecommunications industry

Detalhes bibliográficos
Autor(a) principal: Cigarra, Cândida Carraça
Data de Publicação: 2012
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10071/6559
Resumo: In an ever changing world, enterprises need to focus in their customers in order to guarantee their future survival and success. However, what constructs are truly important in determining Customer Repurchase Intention? For a long time, Overall Customer Satisfaction was considered to be the fundamental construct when determining Repurchase Intention. In this study, it is proofed that although Overall Customer Satisfactions is important, it is not the fundamental construct determining Repurchase Intention. Constructs like Quality Perception or Trust play a fundamental role in maintaining a customer, in the complex world of International Telecommunication in a Business to Business perspective.
id RCAP_8c5157fa8c1d0e52f95a061c54df4fe4
oai_identifier_str oai:repositorio.iscte-iul.pt:10071/6559
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling Customer satisfaction and repurchase intention: An application to the telecommunications industryCustomer satisfactionQualityTrustRepurchase intention and telecommunicationsIn an ever changing world, enterprises need to focus in their customers in order to guarantee their future survival and success. However, what constructs are truly important in determining Customer Repurchase Intention? For a long time, Overall Customer Satisfaction was considered to be the fundamental construct when determining Repurchase Intention. In this study, it is proofed that although Overall Customer Satisfactions is important, it is not the fundamental construct determining Repurchase Intention. Constructs like Quality Perception or Trust play a fundamental role in maintaining a customer, in the complex world of International Telecommunication in a Business to Business perspective.Num mundo em constante mudança, as empresas devem apostar nos seus clientes para garantir a sua sobrevivência e futuro sucesso. No entanto, quais são as variáveis que realmente infuenciam a intenção de manter e desenvolver um relacionamento comercial? Durante vários anos, a Satisfação de Cliente foi considerada a variável que mais infuenciava a Intenção de Recompra e, consequentemente, a manutenção um relacionamento comercial. Neste estudo é provado que a Satisfação de Cliente, apesar de importante no contexto comercial, não é de todo a variável mais importante quando se fala de Intenção de Recompra. Variáveis como a Confiança ou a Percepção de Qualidade também desempenham um papel fundamental no complexo mundo das Telecomunicações Internacionais numa perspectiva Business-to-Business.2014-03-10T16:19:45Z2012-01-01T00:00:00Z20122012-04info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfapplication/octet-streamhttp://hdl.handle.net/10071/6559engCigarra, Cândida Carraçainfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:55:53Zoai:repositorio.iscte-iul.pt:10071/6559Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:28:34.731020Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Customer satisfaction and repurchase intention: An application to the telecommunications industry
title Customer satisfaction and repurchase intention: An application to the telecommunications industry
spellingShingle Customer satisfaction and repurchase intention: An application to the telecommunications industry
Cigarra, Cândida Carraça
Customer satisfaction
Quality
Trust
Repurchase intention and telecommunications
title_short Customer satisfaction and repurchase intention: An application to the telecommunications industry
title_full Customer satisfaction and repurchase intention: An application to the telecommunications industry
title_fullStr Customer satisfaction and repurchase intention: An application to the telecommunications industry
title_full_unstemmed Customer satisfaction and repurchase intention: An application to the telecommunications industry
title_sort Customer satisfaction and repurchase intention: An application to the telecommunications industry
author Cigarra, Cândida Carraça
author_facet Cigarra, Cândida Carraça
author_role author
dc.contributor.author.fl_str_mv Cigarra, Cândida Carraça
dc.subject.por.fl_str_mv Customer satisfaction
Quality
Trust
Repurchase intention and telecommunications
topic Customer satisfaction
Quality
Trust
Repurchase intention and telecommunications
description In an ever changing world, enterprises need to focus in their customers in order to guarantee their future survival and success. However, what constructs are truly important in determining Customer Repurchase Intention? For a long time, Overall Customer Satisfaction was considered to be the fundamental construct when determining Repurchase Intention. In this study, it is proofed that although Overall Customer Satisfactions is important, it is not the fundamental construct determining Repurchase Intention. Constructs like Quality Perception or Trust play a fundamental role in maintaining a customer, in the complex world of International Telecommunication in a Business to Business perspective.
publishDate 2012
dc.date.none.fl_str_mv 2012-01-01T00:00:00Z
2012
2012-04
2014-03-10T16:19:45Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/6559
url http://hdl.handle.net/10071/6559
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/octet-stream
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
_version_ 1799134848040828928

Registros relacionados