Customer Satisfaction and Loyalty as a Part of Customer-Based Corporate Sustainability in the Sector of Mobile Communications Services

Mariana Strenitzerová and Ján Gaňa
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Mariana Strenitzerová: Faculty of Operation and Economics of Transport and Communications, University of Zilina, Univerzitna 8215/1, 010 26 Zilina, Slovakia
Ján Gaňa: Faculty of Operation and Economics of Transport and Communications, University of Zilina, Univerzitna 8215/1, 010 26 Zilina, Slovakia

Sustainability, 2018, vol. 10, issue 5, 1-17

Abstract: In the service sector, the issue of customer satisfaction is being paid great attention. It has become central concern for companies of services to improve service quality, and to maintain customer loyalty within a highly competitive marketplace. The success of customer satisfaction is not only closely related to a company’s quality management and marketing activities but it also has significant impacts on the company’s future and its customer-based corporate sustainability. Customer satisfaction influences variables that are indicators of customer loyalty and long-time customer relationships. The aim of this paper is to provide information about customer satisfaction with quality of electronic communications services and show the results of application of the European customer satisfaction index (ECSI) model carried out in Slovak electronic communications market. Our marketing research pointed out that the ECSI model can provide a better understanding of the complex relationships of the variables of customer loyalty and customer satisfaction and their impact to sustainability of Slovak telecom provider.

Keywords: customer-based corporate sustainability; customer satisfaction; customer loyalty; European customer satisfaction index (ECSI); electronic communications services; mobile communications services; Slovakia (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2018
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