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Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach

Purpose: This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ), customer satisfaction, switching cost and consumer innovativeness (C...

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Main Authors: Quoquab, Farzana, Mohammad, Jihad, Md. Yasin, Norjaya, Abdullah, Nor Liza
Format: Article
Published: Emerald Group Publishing Ltd. 2018
Subjects:
HD Industries. Land use. Labor
Online Access:http://eprints.utm.my/id/eprint/86548/
http://dx.doi.org/10.1108/APJML-06-2017-0121
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spelling my.utm.865482020-09-30T08:41:36Z http://eprints.utm.my/id/eprint/86548/ Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach Quoquab, Farzana Mohammad, Jihad Md. Yasin, Norjaya Abdullah, Nor Liza HD Industries. Land use. Labor Purpose: This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ), customer satisfaction, switching cost and consumer innovativeness (CI) on service switching intention (SWI); the mediating role of customer satisfaction; and the moderating role of service switching cost on the relationship between CI and SWI. Design/methodology/approach: Data were collected using a self-administered questionnaire survey that yielded 535 responses. Using structural equation modelling approach, the partial least square software, version 3 was utilised to test the study hypotheses. Findings: Results reveal that customer satisfaction, service switching cost and CI directly affect SWI. However, no significant relationship was found between SQ and SWI. Again, data supported the mediating effect of customer satisfaction as well as the moderating effect of service switching cost. Research limitations/implications: It is expected that the findings from this study will enable policymakers, managers and marketers to formulate better strategies and effectively implement loyalty programs, preventing their customers from switching. Originality/value: This study contributes to the existing literature by testing switching costs as the quasi moderator. Moreover, this is a pioneer study to consider CI as the antecedent of SWI. Emerald Group Publishing Ltd. 2018-09-10 Article PeerReviewed Quoquab, Farzana and Mohammad, Jihad and Md. Yasin, Norjaya and Abdullah, Nor Liza (2018) Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach. Asia Pacific Journal of Marketing and Logistics, 30 (4). pp. 1087-1111. ISSN 1355-5855 http://dx.doi.org/10.1108/APJML-06-2017-0121 DOI:10.1108/APJML-06-2017-0121
institution Universiti Teknologi Malaysia
building UTM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Malaysia
content_source UTM Institutional Repository
url_provider http://eprints.utm.my/
topic HD Industries. Land use. Labor
spellingShingle HD Industries. Land use. Labor
Quoquab, Farzana
Mohammad, Jihad
Md. Yasin, Norjaya
Abdullah, Nor Liza
Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach
description Purpose: This study sheds some light on factors that affect customer switching intention in the Malaysian mobile phone service industry. More particularly, the purpose of this paper is to examine the effect of service quality (SQ), customer satisfaction, switching cost and consumer innovativeness (CI) on service switching intention (SWI); the mediating role of customer satisfaction; and the moderating role of service switching cost on the relationship between CI and SWI. Design/methodology/approach: Data were collected using a self-administered questionnaire survey that yielded 535 responses. Using structural equation modelling approach, the partial least square software, version 3 was utilised to test the study hypotheses. Findings: Results reveal that customer satisfaction, service switching cost and CI directly affect SWI. However, no significant relationship was found between SQ and SWI. Again, data supported the mediating effect of customer satisfaction as well as the moderating effect of service switching cost. Research limitations/implications: It is expected that the findings from this study will enable policymakers, managers and marketers to formulate better strategies and effectively implement loyalty programs, preventing their customers from switching. Originality/value: This study contributes to the existing literature by testing switching costs as the quasi moderator. Moreover, this is a pioneer study to consider CI as the antecedent of SWI.
format Article
author Quoquab, Farzana
Mohammad, Jihad
Md. Yasin, Norjaya
Abdullah, Nor Liza
author_facet Quoquab, Farzana
Mohammad, Jihad
Md. Yasin, Norjaya
Abdullah, Nor Liza
author_sort Quoquab, Farzana
title Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach
title_short Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach
title_full Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach
title_fullStr Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach
title_full_unstemmed Antecedents of switching intention in the mobile telecommunications industry: A partial least square approach
title_sort antecedents of switching intention in the mobile telecommunications industry: a partial least square approach
publisher Emerald Group Publishing Ltd.
publishDate 2018
url http://eprints.utm.my/id/eprint/86548/
http://dx.doi.org/10.1108/APJML-06-2017-0121
_version_ 1680321062317850624
score 13.250345

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