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- W804952145 abstract "This research aimed to do an empirical study, by comparing the relationships of service quality, customer satisfaction and customer loyalty in mobile telecommunications between Korea and China which possess different growth phases. For this purpose, six factors in service quality, customer satisfaction and customer loyalty have been under a regression analysis to verify the causal relationship. The key findings of this study are as follows. Both Korea and China showed the causal relationship between customer satisfaction and customer loyalty; the service support which applies as the core services, have been found to be the most important factors in customer satisfaction and customer loyalty. And this study has been able to establish strategic views on reinforcing customer bases in mobile telecommunication service markets in both countries." @default.
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- W804952145 date "2004-01-01" @default.
- W804952145 modified "2023-09-27" @default.
- W804952145 title "A Cross-National Study on the Relationship of Service Quality, Customer Satisfaction and Customer Loyalty in Mobile Telecommunication Services" @default.
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