L’Impact des interrelations entre les facteurs culturels et la perception de la qualité de service sur la fidélisation des clients des opérateurs mobiles en Pologne

Piotr Skoczylas


Customer loyalty is very important due to intense competition in contemporary economy. In addition, many companies operate nowadays in foreign markets. Therefore, the companies are obliged to take cultural differences into account. This research aimed to discover the influence of perceived service quality, switching costs and cultural moderators on loyalty. Geert Hofstede’s theory of cultural dimensions was used in this research. The data were obtained from 84 mobile phone users in Poland via a questionnaire. The results confirm that perceived quality of service influences customer loyalty. At the same time, among the group of people with high uncertainty avoidance, perceived switching costs also influenced loyalty.
Author Piotr Skoczylas (UEP)
Piotr Skoczylas,,
- Poznań University of Economics and Business
Other language title versionsImpact of the Interrelations Between the Cultural Dimensions and the Perceived Quality of Services on the Customer Loyalty. The Case of Polish Mobile Services Providers
Journal seriesRevue Internationale des Economistes de Langue Française : revue de l'Association Internationale de Economistes de Langue Françaiseavec avec la collaboration Université des Sciences Economiques et de Gestion, ISSN 2551-895X, e-ISSN 2727-0831, (0 pkt)
Issue year2018
Publication size in sheets0.65
Keywords in Englishcustomer loyalty, relationship marketing, mobile services, cultural dimensions theory
URL http://aielf.org/wp-content/uploads/2016/03/RIELF-2018-31.pdf
Languagefr francuski
Score (nominal)5
Score sourcejournalList
ScoreMinisterial score = 5.0, 16-07-2020, ArticleFromJournal
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