Professional Documents
Culture Documents
Volume: 3 | Issue: 4 | May-Jun 2019 Available Online: www.ijtsrd.com e-ISSN: 2456 - 6470
@ IJTSRD | Unique Paper ID - IJTSRD24027 | Volume – 3 | Issue – 4 | May-Jun 2019 Page: 1141
International Journal of Trend in Scientific Research and Development (IJTSRD) @ www.ijtsrd.com eISSN: 2456-6470
According to [15], trust has been abstracted as a precedent questionnaires to make it easier for them to complete the
of satisfaction. Between the buyer-seller transaction, trust questionnaire with the relevant answers. A total of 140
acts as a catalyst and in terms of satisfactory exchange, trust questionnaires were selected, others were discarded due to
in relationships provides buyers with greater expectations incomplete or irrelevant answers. After compiling the
[16]. To greater CS greater confidence. So we can propose H5 answers, these questionnaires were coded and entered into
as: the SPSS sheet for later analysis.
Male 48 (37%)
Gender
Female 92 (63%)
Below 20 59 (42.1%)
20-30 77 (53%)
Age
30-40 4 (3.9%)
Above 40 1 (0.8%)
@ IJTSRD | Unique Paper ID - IJTSRD24027 | Volume – 3 | Issue – 4 | May-Jun 2019 Page: 1142
International Journal of Trend in Scientific Research and Development (IJTSRD) @ www.ijtsrd.com eISSN: 2456-6470
Reference [11] Gerpott, T. J., Rams, W., & Schindler, A. (2001).
[1] Fornell, C., 1992. A national customer satisfaction Customer retention, loyalty and satisfaction in the
barometer: the Swedish experience. German mobile cellular telecommunications market.
JournalofMarketing56,6–21. Telecommunications Policy, 25(4), 249–269.
[2] Metters, R., King-Metters, K., & Pullman, M. (2003). [12] Singh, J.,&Sirdeshmukh, D. (2000). Agency and trust
Successful Service Operations Management. Thomson mechanisms in consumer satisfaction and loyalty
South-Western. judgments. Journal of the Academy of Marketing
Science, 28(1), 150–167.
[3] Zeithaml (Ed.), 2002. Review of Marketing (pp. 68-
123). [13] Lee, H. S. (2010). Effects of perceived value and service
quality on customer satisfaction in the mobile phone
[4] Ba and P. A. Pavlou, "Evidence of the effect of trust
service market. INFORMATION: An International
building technology in electronic markets: Price
Interdisciplinary Journal, 13(4), 1207-1218.
premiums and buyer behavior," MIS Quarterly, vol. 26,
pp. 243-268, 2002. [14] Palvia, P. (2009). The role of trust in e-commerce
relational exchange: A unified model. Information &
[5] McDougall, G.H.G., Levesque, T., 2000. Customer
Management, 46(4), 213–220.
satisfaction with services: putting perceived value into
the equation. Journal of Services Marketing 14 (5), [15] P. M. Doney and P. Cannon, "An Examination of the
392–410. Nature of Trust in Buyer-Seller Relationships," Journal
of Marketing Research, vol. 61, pp. 35-51, 1997.
[6] Anderson, E., &Weitz, B. (1989). Determinants of
continuity in conventional industrial channel dyads. [16] Bowen, J. T. and Shoemaker, S. (1998). Loyalty: A
Marketing Science, 8(3), 10–23. Strategic Commitment? Cornel Hotel and Restaurant
Administration Quarterly, 12 25.
[7] Tung, L.L., Tan, P. L.J., Chia, P.J.T., Koh, Y.L., and Yeo, H.L.
(2001), "An empirical investigation of virtual [17] Garbarino, E., Johnson, M.S., 1999. The different roles of
communities and trust", Proceedings of Twenty-Second satisfaction, trust and commitment in customer
International Conference on Information Systems, pp. relationships. Journal of Marketing 63 (April), 70–87.
307- 319.
[18] Chaudhuri,
[8] Kuo, Y., Wu, C., & Deng, W. (2009). The relationships A.,Holbrook,M.B.,2001.Thechainofeffectsfrombrandtru
among service quality, perceived value, customer stand brand affect to brand performance: the role of
satisfaction, and post-purchase intention in mobile brand loyalty. Journal of Marketing 65(2),81–93.
value-added services. Computers in Human Behavior,
[19] Rizwan, M., Usman, A., Hussain, T., Shafiq, A., Rauf, S. &
25, 887-896.
Ayaz, Q., (2013) The Impact of the Perceived Quality,
[9] Lee, H. S. (2010). Factors influencing customer loyalty Customer Satisfaction, Brand Trust and Contextual
of mobile phone service: empirical evidence from Factors on Brand Loyalty, International Journal of
Koreans. Journal of Internet Banking and Commerce, Research in Commerce and Management, 4(3), 83-89
15(2), 1-14.
[20] Khokhar, S.Z., F. Hussain, T.M. Qureshi, I. Anjum, A.
[10] Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2009). Samran and R. Arshad, 2011. Only customer
Understanding customer satisfaction and loyalty: an satisfaction and customer loyalty is not enough: A
empirical study of mobile instant messages in China. study of Pakistan‟s telecom sector. Afr. J. Bus. Manag.,
International Journal of Information Management, 5(24) : 10176-10181.
article in press.
@ IJTSRD | Unique Paper ID - IJTSRD24027 | Volume – 3 | Issue – 4 | May-Jun 2019 Page: 1143