AI SearchAntecendents of loyalty and the role of moderating and mediating variables : (Record no. 6193)
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| 005 - DATE AND TIME OF LATEST TRANSACTION | |
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| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 161104s2011 th uu|m rtm 0| a1eng d |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | .b12173095 |
| 099 #9 - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | AIT Diss. no.SM-11-09 |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Qayyum, Abdul |
| 245 10 - TITLE STATEMENT | |
| Title | Antecendents of loyalty and the role of moderating and mediating variables : |
| Remainder of title | a case of the mobile phone industry of Pakistan |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Pathum Thani, Thailand : |
| Name of publisher, distributor, etc. | Asian Institute of Technology, |
| Date of publication, distribution, etc. | 2011 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 70 leaves : |
| Other physical details | ill. |
| 490 1# - SERIES STATEMENT | |
| Series statement | Dissertation ; |
| Volume/sequential designation | no. SM-11-09 |
| 500 ## - GENERAL NOTE | |
| General note | A dissertation submitted in partial fulfillment of the requirements, School of Management |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Thesis (Ph.D.) - Asian Institute of Technology, 2011 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | This study investigates how various factors influence customer loyalty in the mobile phone industry and how customer demographic variables moderate such relationships. Furthermore, this study evaluates the multiple roles that perceived switching costs play in determining customer loyalty in this industry; i.e. direct antecedent, mediator or moderator. A comprehensive model is proposed and tested empirically that features six antecedents identified in recent research literature {u2013} customer satisfaction, perceived service quality, value, switching costs, trust and corporate image {u2013} and common demographic variables. This model also captures the different roles of perceived switching costs. Data was collected using a field questionnaire survey of mobile phone users in Pakistan. Structural equation modeling techniques were used to evaluate the hypothesized relationships. The findings suggest that four out of the six antecedents (customer satisfaction, perceived service quality, perceived value and perceived switching costs) have a positive and significant impact on customer loyalty. Among the demographic variables, only income and area of residence were found to moderate the relationship between customer loyalty and its antecedents. Perceived switching costs were found to play all three roles, but to different degree. In addition to directly influencing customer loyalty, they mediate the impact of perceived service quality, value and trust on customer loyalty, and negatively moderate the relationships of satisfaction and perceived service quality with customer loyalty. This study extends the understanding of customer loyalty in the mobile phone industry by integrating six previously studied antecedents of customer loyalty into a single model while also simultaneously allowing the consideration of all possible roles of perceived switching costs in determining customer loyalty. As practical implications, the findings may help both the executives in the mobile phone industry in developing appropriate customer loyalty policies and the telecommunication regulatory authority of Pakistan in safeguarding the customer interests. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Cellular telephone |
| Geographic subdivision | Pakistan |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer loyalty |
| Geographic subdivision | Pakistan |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Do Ba Khang, |
| Relator term | Chairperson |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Donyaprueth Krairit, |
| Relator term | Examination Committee |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Huynh Trung Luong, |
| Relator term | Examination Committee |
| 710 2# - ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Higher Education Commission of Pakistan, |
| Relator term | Scholarship Donor |
| 810 2# - SERIES ADDED ENTRY--CORPORATE NAME | |
| Corporate name or jurisdiction name as entry element | Asian Institute of Technology. |
| Title of a work | Dissertation ; |
| Volume/sequential designation | no. SM-11-09 |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Materials specified | Full-Text |
| Uniform Resource Identifier | <a href="http://203.159.5.9/ait-thesis/detail.php?q=B04844">http://203.159.5.9/ait-thesis/detail.php?q=B04844</a> |
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| Cataloger's initials, CIN (RLIN) | 161104 |
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| Koha item type | 20-AIT Publication |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | 14-General Book |
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| Barcode | Barcode : 30050120317192 |
| CREATED | CREATED : 2016-04-11 |
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| Withdrawn status | Lost status | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Cost, normal purchase price | Total checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | AIT Publications | 17/08/2026 | 50.00 | AIT Diss. no.SM-11-09 | 30050120317192 | 17/08/2026 | 1 | 17/08/2026 | 20-AIT Publication | ||||
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | Archives | 17/08/2026 | AIT Diss. no.SM-11-09 | 30050120405583 | 17/08/2026 | 1 | 17/08/2026 | 14-General Book | |||||
| Available for Loans | Asian Institute of Technology Library | Asian Institute of Technology Library | AIT Publications | 17/08/2026 | 50.00 | AIT Diss. no.SM-11-09 | 30050121065378 | 17/08/2026 | 2 | 17/08/2026 | 20-AIT Publication |