An evaluation of customer repurchase behaviour in mobile telecommunication services in Australia

Bhatti, H, Abareshi, A and Pittayachawan, S 2016, 'An evaluation of customer repurchase behaviour in mobile telecommunication services in Australia', in Proceedings of the IEEE International Conference on Industrial Engineering and Engineering Management (IEEM 2016), Bali, Indonasia, 4 - 7 December 2016, pp. 602-606.


Document type: Conference Paper
Collection: Conference Papers

Title An evaluation of customer repurchase behaviour in mobile telecommunication services in Australia
Author(s) Bhatti, H
Abareshi, A
Pittayachawan, S
Year 2016
Conference name IEEM 2016
Conference location Bali, Indonasia
Conference dates 4 - 7 December 2016
Proceedings title Proceedings of the IEEE International Conference on Industrial Engineering and Engineering Management (IEEM 2016)
Publisher IEEE
Place of publication Danvers, United States
Start page 602
End page 606
Total pages 5
Abstract This study identifies and explores key determinants of the customer repurchase behaviour of mobile telecommunication service users in Australia. Customer repurchase behaviour is the most representative form of the consumer-to-business relationship. Telecommunication Industry Ombudsman (TIO) reports, show that there are service quality issues in Australia which can affect end customers and businesses. Moreover, factors such as behavioural intention which lead to customer intention to repurchase the service are measured through the Unified Theory of Acceptance and Use of Technology (UTAUT2), Marketing Mix Theory and Expectation Confirmation Theory. The research findings will highlight several implications for both research and practice in mobile service buying behaviour. In the quantitative phase, the structured online survey was conducted for data analysis. The research framework provides an extension to the UTAUT 2 model and also provides a framework for customer repurchase behaviour in mobile service business.
Subjects Business Information Systems
Copyright notice © 2016 IEEE
ISBN 9781509036653
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