Title: Factors influencing the repurchase intention and customer satisfaction: a case of Jordanian telecom companies

Authors: Abbas Al-Refaie; Issam S. Jalham; Ming-Hsien Caleb Li

Addresses: Department of Industrial Engineering, University of Jordan, Amman 11942, Jordan. ' Department of Industrial Engineering, University of Jordan, Amman 11942, Jordan. ' Department of Industrial Engineering and Systems Management, Feng Chia University, No. 100 Wenhwa Rd. Seatwen, Taichung, 40724, Taiwan

Abstract: Today's harsh competition has forced telecom companies to continually enhance customer satisfaction, which leads to repurchases intention and consequently larger market share. Determination the key success factors in gaining competitive advantage within telecom industry has received significant research attention in different countries. This research examines the relationships between service quality, customer satisfaction, corporate image, perceived value, perceived price, loyalty, trust and checking their effects on repurchase intentions in Jordanian telecom companies using structural equation modelling. A structural model of 20 hypotheses is built. The data was collected from 550 users of telecom service. Results reveal that customer satisfaction is positively affected by service quality, perceived value, perceived price and image. Moreover, repurchases intention is positively affected by customer satisfaction, loyalty and perceived value. In conclusion, customer satisfaction is the key factor to be considered if telecom companies are willing to survive in today's harsh competition.

Keywords: customer satisfaction; repurchase intentions; perceived value; perceived price; Jordan; telecommunications industry; telecom companies; market share; success factors; competitive advantage; service quality; corporate image; loyalty; trust; SEM; structural equation modelling; productivity management; quality management.

DOI: 10.1504/IJPQM.2012.048754

International Journal of Productivity and Quality Management, 2012 Vol.10 No.3, pp.374 - 387

Published online: 31 Oct 2014 *

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