The teleactors must obtain a good understanding of the customers' perception of and hopes for service quality (Kothariet al., 2011). Customer satisfaction is the result of the product or service exceeding the customer's expectations (Landrum et al., 2007).
Methodology
While numerous studies have considered the concept of satisfaction when examining loyalty programs (Vesel and Zabkar, 2009), previous studies have identified a linear relationship between satisfaction and behavioral retention (Seoet al., 2008). Customer satisfaction is considered one of the most important positive factors of behavioral retention (Shin and Kim, 2008;Kim and Moon, 2012;Haverila, 2011).
NBRI 7,3
The equal or intermediate effect of satisfaction on online service quality and behavioral intentions is stronger than the direct effect of online service and quality on behavioral intentions (Udo et al., 2010). The first part included information on the demographic profile of the respondents as explained above.
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Results
Cronbach and Meehl (1955) distinguished between four types of validity in research, namely predictive validity, concurrent validity, content validity and construct validity. Construct validity was also used, which is “assessing whether the chosen measures are true constructs describing the event or simply artifacts of the method itself”.
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S&C6, which were deleted due to low load. Table II shows that all reflective constructs have high levels of internal consistency reliability, as seen in the composite reliability values above. The average variance extracted (AVE) values (convergent validity) are well above the minimum required level of 0.50, indicating convergent validity for all three constructs.
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Discussions
The purpose of this study was to investigate the impact of service quality on 3G users' behavioral retention and to determine the impact of perceived.
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Joo et al.(2011) found that perceived usefulness is a significant predictor of student satisfaction. Rezaei and Amin (2013) found a positive relationship between perceived usefulness, satisfaction and intention among Malaysian online shoppers. In addition, Terziset al. (2012) found that there is no positive relationship between perceived usefulness and behavioral intentions.
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In a workforce setting, Snipeset al. (2005) and Yeet al. 2008) found that employee satisfaction is significantly related to service quality and customer satisfaction. Satisfaction and retention behavior are important (intermediate) objectives for telecommunications network operators whose goal is to achieve superior economic success (Gerpottet al., 2001).
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Service activities have become the essential and essential elements of the economic system over the past three decades, and the importance and influence of service quality has been recognized through the significant influence on customer satisfaction and customer loyalty (Lin, 2010). Finally, the data collection procedure used a cross-sectional approach; future research should employ a longitudinal data collection approach to test the proposed model. 2004), "The treatment of missing values and its effect on classification accuracy", Classification, Clustering, and Data Mining Applications, Springer, New York, NY, p. 2006), "Customer churn analysis: churn determinants and mediation effects of partial defections in the Korean mobile telecommunications service industry", Telecommunications Policy, Vol. 1991), "The Theory of Planned Behavior", Organizational Behavior and Human Decision Processes, Vol. 1980), Understanding Attitudes and Predicting Social Behaviour, Prentice-Hall, Upper Saddle River.
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