{"id":"https://openalex.org/W2000407522","doi":"https://doi.org/10.5539/ass.v9n2p1","title":"Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty","display_name":"Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty","publication_year":2013,"publication_date":"2013-01-28","ids":{"openalex":"https://openalex.org/W2000407522","doi":"https://doi.org/10.5539/ass.v9n2p1","mag":"2000407522"},"language":"en","primary_location":{"id":"doi:10.5539/ass.v9n2p1","doi":"https://doi.org/10.5539/ass.v9n2p1","is_oa":true,"landing_page_url":"https://doi.org/10.5539/ass.v9n2p1","pdf_url":"https://ccsenet.org/journal/index.php/ass/article/download/24347/15402","source":{"id":"https://openalex.org/S2765046590","display_name":"Asian Social Science","issn_l":"1911-2017","issn":["1911-2017","1911-2025"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310322531","host_organization_name":"Canadian Center of Science and Education","host_organization_lineage":["https://openalex.org/P4310322531"],"host_organization_lineage_names":["Canadian Center of Science and Education"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Asian Social Science","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://ccsenet.org/journal/index.php/ass/article/download/24347/15402","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Hyung Seok Lee","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I163753206","display_name":"Chungbuk National University","ror":"https://ror.org/02wnxgj78","country_code":"KR","type":"education","lineage":["https://openalex.org/I163753206"]}],"countries":["KR"],"is_corresponding":true,"raw_author_name":"Hyung Seok Lee","raw_affiliation_strings":["Faculty of Business Administration , Chungbuk National University , 53 Naesudong-ro Heungdeok-gu , Cheongju Chungbuk 361-763 , South Korea","Faculty of Business Administration , Chungbuk National University , Cheongju Chungbuk , South Korea","Chungbuk National University;"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Business Administration , Chungbuk National University , 53 Naesudong-ro Heungdeok-gu , Cheongju Chungbuk 361-763 , South Korea","institution_ids":["https://openalex.org/I163753206"]},{"raw_affiliation_string":"Faculty of Business Administration , Chungbuk National University , Cheongju Chungbuk , South Korea","institution_ids":["https://openalex.org/I163753206"]},{"raw_affiliation_string":"Chungbuk National University;","institution_ids":["https://openalex.org/I163753206"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I163753206"],"apc_list":null,"apc_paid":null,"fwci":16.4804,"has_fulltext":true,"cited_by_count":85,"citation_normalized_percentile":{"value":0.98769581,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"9","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9879999756813049},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":1.0},{"id":"https://openalex.org/keywords/mobile-phone-services","display_name":"mobile phone services","score":0.8500000238418579},{"id":"https://openalex.org/keywords/moderating-variables","display_name":"moderators","score":0.8309999704360962},{"id":"https://openalex.org/keywords/perceived-value","display_name":"perceived value","score":0.9789999723434448},{"id":"https://openalex.org/keywords/price-perception","display_name":"price perception","score":0.6050000190734863},{"id":"https://openalex.org/keywords/switching-costs","display_name":"switching costs","score":0.7250000238418579},{"id":"https://openalex.org/keywords/telecommunications","display_name":"telecommunications","score":0.39399999380111694}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7427161335945129},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7116591334342957},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6640037298202515},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6504889130592346},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5881794095039368},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.5246988534927368},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.47202199697494507},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3677728474140167}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.5539/ass.v9n2p1","doi":"https://doi.org/10.5539/ass.v9n2p1","is_oa":true,"landing_page_url":"https://doi.org/10.5539/ass.v9n2p1","pdf_url":"https://ccsenet.org/journal/index.php/ass/article/download/24347/15402","source":{"id":"https://openalex.org/S2765046590","display_name":"Asian Social Science","issn_l":"1911-2017","issn":["1911-2017","1911-2025"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310322531","host_organization_name":"Canadian Center of Science and Education","host_organization_lineage":["https://openalex.org/P4310322531"],"host_organization_lineage_names":["Canadian Center of Science and Education"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Asian Social Science","raw_type":"journal-article"},{"id":"pmh:oai:CiteSeerX.psu:10.1.1.428.6730","doi":null,"is_oa":false,"landing_page_url":"http://citeseerx.ist.psu.edu/viewdoc/summary?doi=10.1.1.428.6730","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"http://www.ccsenet.org/journal/index.php/ass/article/viewFile/24347/15402/","raw_type":"text"}],"best_oa_location":{"id":"doi:10.5539/ass.v9n2p1","doi":"https://doi.org/10.5539/ass.v9n2p1","is_oa":true,"landing_page_url":"https://doi.org/10.5539/ass.v9n2p1","pdf_url":"https://ccsenet.org/journal/index.php/ass/article/download/24347/15402","source":{"id":"https://openalex.org/S2765046590","display_name":"Asian Social Science","issn_l":"1911-2017","issn":["1911-2017","1911-2025"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4310322531","host_organization_name":"Canadian Center of Science and Education","host_organization_lineage":["https://openalex.org/P4310322531"],"host_organization_lineage_names":["Canadian Center of Science and Education"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Asian Social Science","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2000407522.pdf","grobid_xml":"https://content.openalex.org/works/W2000407522.grobid-xml"},"referenced_works_count":69,"referenced_works":["https://openalex.org/W339389187","https://openalex.org/W659549537","https://openalex.org/W1481399537","https://openalex.org/W1499170180","https://openalex.org/W1549054775","https://openalex.org/W1549078745","https://openalex.org/W1689771227","https://openalex.org/W1965338101","https://openalex.org/W1966912369","https://openalex.org/W1970940011","https://openalex.org/W1971440513","https://openalex.org/W1973845793","https://openalex.org/W1978817606","https://openalex.org/W1979522819","https://openalex.org/W1979907230","https://openalex.org/W1983532449","https://openalex.org/W1993284192","https://openalex.org/W1995026436","https://openalex.org/W1997176931","https://openalex.org/W1998493602","https://openalex.org/W2004721760","https://openalex.org/W2007220885","https://openalex.org/W2014171989","https://openalex.org/W2014729615","https://openalex.org/W2025618885","https://openalex.org/W2027362948","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2029758834","https://openalex.org/W2036063909","https://openalex.org/W2043947871","https://openalex.org/W2045332460","https://openalex.org/W2046491831","https://openalex.org/W2046752514","https://openalex.org/W2051445799","https://openalex.org/W2058413436","https://openalex.org/W2060482351","https://openalex.org/W2070054856","https://openalex.org/W2075964274","https://openalex.org/W2078290219","https://openalex.org/W2081774187","https://openalex.org/W2094013842","https://openalex.org/W2102467277","https://openalex.org/W2104344311","https://openalex.org/W2119469410","https://openalex.org/W2120931187","https://openalex.org/W2124815418","https://openalex.org/W2132226603","https://openalex.org/W2151405035","https://openalex.org/W2175227141","https://openalex.org/W2234232270","https://openalex.org/W2333954233","https://openalex.org/W2412994865","https://openalex.org/W2418581486","https://openalex.org/W2489852417","https://openalex.org/W2498454620","https://openalex.org/W2563082166","https://openalex.org/W2603186604","https://openalex.org/W2797247465","https://openalex.org/W2895084344","https://openalex.org/W3014952447","https://openalex.org/W3015634246","https://openalex.org/W3023241526","https://openalex.org/W4241862464","https://openalex.org/W4302038274","https://openalex.org/W6628666117","https://openalex.org/W7030239333","https://openalex.org/W7048692256","https://openalex.org/W7070833347"],"related_works":["https://openalex.org/W2087392961","https://openalex.org/W2017137808","https://openalex.org/W2018896269","https://openalex.org/W2734967511","https://openalex.org/W7038960179","https://openalex.org/W3003439071","https://openalex.org/W2080499627","https://openalex.org/W4205229935","https://openalex.org/W2355601612","https://openalex.org/W2132226603"],"abstract_inverted_index":{"This":[0],"study":[1,22,40,75,130],"examines":[2],"some":[3],"major":[4],"variables":[5,81],"moderating":[6,80],"the":[7,39,74,77,84,87,99,117,129,138],"relationships":[8,85],"of":[9,38,96,101,113,119],"service":[10,43,54,65,102,120],"quality,":[11],"customer":[12,15,46,50,58,105,123,143],"satisfaction,":[13],"and":[14,32,45,67,142],"loyalty":[16,144],"in":[17],"mobile":[18],"phone":[19],"services.":[20],"The":[21,36],"employed":[23],"statistical":[24],"analyses,":[25],"such":[26],"as":[27,126,133],"reliability":[28],"analysis,":[29,31],"factor":[30],"hierarchical":[33],"regression":[34],"analysis.":[35],"results":[37],"reveal":[41],"that":[42,79,132],"quality":[44,55,66,103,121],"satisfaction":[47,68,106,124,141],"positively":[48,56,82],"affect":[49],"loyalty.":[51,72],"In":[52,108],"addition,":[53,109],"influences":[57],"satisfaction.":[59],"Hence,":[60],"customers":[61,91],"with":[62,92],"high":[63,94],"perceived":[64,97,134],"also":[69],"have":[70],"strong":[71],"Furthermore,":[73],"verifies":[76],"fact":[78],"influence":[83],"among":[86],"aforementioned":[88],"factors.":[89],"Among":[90],"a":[93],"level":[95],"value,":[98],"effect":[100],"on":[104,122],"increases.":[107],"when":[110],"customers\u2019":[111],"perception":[112],"reasonable":[114],"price":[115],"increases,":[116,137],"impact":[118],"increases":[125],"well.":[127],"Finally,":[128],"shows":[131],"switching":[135],"cost":[136],"relationship":[139],"between":[140],"strengthens.":[145]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":8},{"year":2021,"cited_by_count":9},{"year":2020,"cited_by_count":11},{"year":2019,"cited_by_count":10},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":5},{"year":2016,"cited_by_count":9},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":7},{"year":2013,"cited_by_count":1}],"updated_date":"2026-10-19T09:35:57.686232","created_date":"2016-06-24T00:00:00"}
