The effects of perceived justice on satisfaction and customer loyalty in Malaysia telecommunication industry

Wendy Primus, (2013) The effects of perceived justice on satisfaction and customer loyalty in Malaysia telecommunication industry. Masters thesis, Universiti Malaysia Sabah.

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Abstract

The purpose of this study is to assess the effect of perceived justice on customer loyalty and to examine the mediating role of satisfaction in the relationship between perceived justice and customer loyalty. It examines the perception of "Justice" in the service recovery and how it affects customer loyalty and the level of satisfaction specifically in the Telecommunication Industry. A total of 281 respondents were participated in the data collections and data was collected through a survey from mobile telephone users in Malaysia particularly in the area of Kota Kinabalu. The results show that the effects of distributive justice, interactional justice and informational on customer loyalty were significant. Procedural justice and listening and timing justice were found to be insignificant to customer loyalty. Satisfaction as the mediator variable included to examine the relationship between perceived justice and customer loyalty shows that distributive justice are fully mediated and interactional justice and informational justice were found partially mediated to customer loyalty. The insignificant influences of procedural justice and listening and timing justice on satisfaction and customer loyalty are found to be issues needed to be highlighted and to be proposed for in-depth study. The results of this study shows the importance of perceived justice in service recovery and satisfaction in service recovery leads to high level of loyalty intension to deliver more effective and efficient service recovery strategies and enhance customer loyalty and satisfaction.

Item Type:Thesis (Masters)
Uncontrolled Keywords:perceived justice, satisfaction, customer loyalty, justice, service recovery
Subjects:H Social Sciences > HF Commerce
Divisions:SCHOOL > School of Business and Economics
ID Code:8916
Deposited By:IR Admin
Deposited On:02 May 2014 10:33
Last Modified:02 May 2014 10:33

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