The Impact Of The Product The Reliability On Consumer Loyalty: The Role Of Perceived Value And Satisfaction With The Product In Hangzhou

Abstract

In relational services, customer churn is a major issue as income is dependent on long-term client relationships. Retail banking and telecommunications are examples of such sectors. Providing excellent service and making sure clients are happy have always been the cornerstones of customer retention in the researchers sector. Examining the substantial supplemental role of the brand, this research seeks to reduce the customer turnover rate of relational service. The researcher's information economics viewpoint is that the likelihood of the brand's involvement in this process is heavily dependent on the brand's credibility. The study's results provide important insight into several topics, including the role of the brand in fostering lasting relationships with customers, the relationship between customer satisfaction and service quality, two widely used metrics in customer relationship management, and much more. Positive and loyal customers were less likely to switch brands, as shown by the study. This was accurate for clients of both retail banks and long-distance telephone companies. Theoretical and practical ramifications of the work are discussed by the researchers. A survey of people using mobile phones in Taiwan provided the data used in this analysis. To begin, the survey found that when assessing the value and quality of a service, clients did not put a high value on tangibles or timeliness. But network reliability, assurance, and quality do. Second, there is a link between overall service quality and brand equity; however, perceived value lessens this association. Lastly, there are other ways in which the customer's perception of value and the components that contribute to it are mediated by the overall quality of service. Finally, empathy and network quality have a direct impact on brand equity