Customer satisfaction and repurchase intention: An application to the telecommunications industry
Autor(a) principal: | |
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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. |
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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 |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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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 |
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1799134848040828928 |