Gender and loyalty in the context of mobile services

Heejin Lim, Archana Kumar

Research output: Contribution to journalArticlepeer-review

18 Scopus citations

Abstract

This article aims to investigate gender differences in the process of loyalty decisions in the context of mobile services. A research model is developed to examine the effect of service quality and perceived value on loyalty intention through satisfaction. Findings from this study reveal that women tend to be influenced by service quality more strongly than men, while men focus on perceived economic value in loyalty decisions. The study results provide helpful insights to mobile service carriers regarding their advertising and promotion strategies for targeted gender groups.

Original languageEnglish
Pages (from-to)714-728
Number of pages15
JournalInternational Journal of Mobile Communications
Volume6
Issue number6
DOIs
StatePublished - 1 Aug 2008

Keywords

  • Gender differences
  • Loyalty
  • Mobile communications
  • Mobile service perception
  • Satisfaction

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