ISSN 2394-5125
 

Review Article 


Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman.

Abstract
Nowadays in competitive marketing, companies have to supply customer demands to continue
competing. Considering the various requirements and favorites of different customers and fixing them is necessary
for manufacturing and services companies because the customers are the key to success of the companies and
their absence will undoubtedly lead to the company’s failure. Loyal customers and their constant purchases will
make the company successful and creates a competitive advantage for it, so the loyal customers are important for
companies. The current study attempted to examine the effective factors on the loyalty of customers in the mobile
communication industry in Iran and Iraq, and provide applied results for managers. This study was a descriptive
research based on the purpose of applied research and it was a survey research based on the method of data
collection and implementation. A questionnaire was used to collect data and its validity was confirmed by the
professors of the management department. The sample of the society, due to its unlimited number, were selected
384 in Iran and 387 in Iraq, using the Cochran formula, and random sampling method was used in this study.
SPSS and LISREL software’s were used to analyze the data and the collected data was normalized using the
Kolmogorff-Smirnov test. Structural equation modeling was also used to test the hypotheses. Because of the
normal data of the sample, Pearson correlation coefficient was used to determine the correlation between the
existing factors and loyalty. The obtained results showed that there was a positive and significant effect between
research variables. The results of Beta coefficient of LISREL software also indicated that the confidence to
operator with 0.60 coefficient ranked first and gained the highest effect on the loyalty of customers in the mobile
communication industry compared to other variables. Satisfaction with 0.54, company image with 0.46, the
quality of perceived services with 0.40, and perceived cost of switching with 0.36 coefficient ranked from the
second to fifth, respectively.

Key words: Confidence, Remaining customers, Mobile communication industry, Customers' loyalty


 
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How to Cite this Article
Pubmed Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman. Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq. JCR. 2020; 7(17): 636-650. doi:10.31838/jcr.07.17.87


Web Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman. Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq. http://www.jcreview.com/?mno=20362 [Access: April 13, 2021]. doi:10.31838/jcr.07.17.87


AMA (American Medical Association) Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman. Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq. JCR. 2020; 7(17): 636-650. doi:10.31838/jcr.07.17.87



Vancouver/ICMJE Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman. Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq. JCR. (2020), [cited April 13, 2021]; 7(17): 636-650. doi:10.31838/jcr.07.17.87



Harvard Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman (2020) Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq. JCR, 7 (17), 636-650. doi:10.31838/jcr.07.17.87



Turabian Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman. 2020. Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq. Journal of Critical Reviews, 7 (17), 636-650. doi:10.31838/jcr.07.17.87



Chicago Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman. "Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq." Journal of Critical Reviews 7 (2020), 636-650. doi:10.31838/jcr.07.17.87



MLA (The Modern Language Association) Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman. "Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq." Journal of Critical Reviews 7.17 (2020), 636-650. Print. doi:10.31838/jcr.07.17.87



APA (American Psychological Association) Style

Parviz Kafcheh, Kadhim Faraj Aref, Aram Taher, Bestoon Othman (2020) Factors Effective on Customer Loyalty in the Mobile Telecommunications Industry: A Comparative Study of Iran and Iraq. Journal of Critical Reviews, 7 (17), 636-650. doi:10.31838/jcr.07.17.87