Does customer satisfaction impact linearly on loyalty and retention levels?

Detalhes bibliográficos
Autor(a) principal: Vasconcelos, Inês Filipa Ambrósio
Data de Publicação: 2021
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/130338
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Information Analysis and Management
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spelling Does customer satisfaction impact linearly on loyalty and retention levels?Customer satisfactionCustomer loyaltyRetention levelsPLS-SEMDissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Information Analysis and ManagementConsidering the highly competitive telecommunications market, Mobile Service Providers need to understand the concepts of customer satisfaction, loyalty and retention since they have become important keys to help creating strategies to retain their customers. This dissertation intends to have a deeper knowledge about the impact (linear or nonlinear) of satisfaction on loyalty and retention levels, in other words, to understand what persuades a satisfied customer with prior consumption experience to become loyal to the respective company or service and remain loyal even if, in the future, the company/service does not always live up to expectations. Moreover, it is essential to understand which are the determinants influencing these two main variables. After a review of the literature on the most important antecedents, it is presented an adaptation of the ECSI model, introducing one new variable, Trust, and eliminating one variable, Claims. Regarding the methodology, it was used an online questionnaire and it was obtained a final sample of 371 participants. Data processing was done through a statistical analysis with SPSS, followed by an analysis of structural equations using the SmartPLS3 program and an analysis of the adjustment of the model in R software. The results showed that, in general, the respondents were satisfied with their mobile service. It was also concluded that satisfaction has a positive impact on loyalty as well as the antecedents of satisfaction. However, there is evidence to affirm that this relationship between customer satisfaction and customer loyalty is not linear and tends to have a better fit with models that have curvatures. Furthermore, it was proved that the variable Trust has a mediator influence on the Customer Satisfaction-Customer Loyalty relationship. This study contributes to the telecommunications market in order to understand possible points of improvement where respondents are less satisfied with. Additionally, it may help to better understand how satisfaction affects loyalty and how that relation evolves with the increase of satisfaction.Mendes, Jorge MoraisRUNVasconcelos, Inês Filipa Ambrósio2022-01-06T11:56:53Z2021-12-202021-12-20T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/130338TID:202909638enginfo: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:RCAAP2024-03-11T05:09:02Zoai:run.unl.pt:10362/130338Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:46:45.111635Repositório 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 Does customer satisfaction impact linearly on loyalty and retention levels?
title Does customer satisfaction impact linearly on loyalty and retention levels?
spellingShingle Does customer satisfaction impact linearly on loyalty and retention levels?
Vasconcelos, Inês Filipa Ambrósio
Customer satisfaction
Customer loyalty
Retention levels
PLS-SEM
title_short Does customer satisfaction impact linearly on loyalty and retention levels?
title_full Does customer satisfaction impact linearly on loyalty and retention levels?
title_fullStr Does customer satisfaction impact linearly on loyalty and retention levels?
title_full_unstemmed Does customer satisfaction impact linearly on loyalty and retention levels?
title_sort Does customer satisfaction impact linearly on loyalty and retention levels?
author Vasconcelos, Inês Filipa Ambrósio
author_facet Vasconcelos, Inês Filipa Ambrósio
author_role author
dc.contributor.none.fl_str_mv Mendes, Jorge Morais
RUN
dc.contributor.author.fl_str_mv Vasconcelos, Inês Filipa Ambrósio
dc.subject.por.fl_str_mv Customer satisfaction
Customer loyalty
Retention levels
PLS-SEM
topic Customer satisfaction
Customer loyalty
Retention levels
PLS-SEM
description Dissertation presented as the partial requirement for obtaining a Master's degree in Statistics and Information Management, specialization in Information Analysis and Management
publishDate 2021
dc.date.none.fl_str_mv 2021-12-20
2021-12-20T00:00:00Z
2022-01-06T11:56:53Z
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/10362/130338
TID:202909638
url http://hdl.handle.net/10362/130338
identifier_str_mv TID:202909638
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
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
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