Quality of Services and Satisfaction of Customer:Mediated by Consumer Buying Decision

Abstract

During era of 1990s, Paktel enjoyed the profits and hold market in a hand. As time goes on other providers entered into the market. Than rivalry was increased due to the saturated market. This conditions benefitted customers and put them in myth of to whom they select as their basic service providers. This study conducted with the aim to investigate the influence of quality of services QoS and role of family and friends F&F, on consumer buying decision CBD and satisfaction of customers SoC. 567 responses collected via field survey. The techniques of bootstrapping, PLS Algorithms, and structural equation modeling was used. Findings involve CBD positively and significantly mediate between QoS, F&F and SoC. Moreover positive and significant direct relationship founded between QoS and SoC

Keywords: Quality of Services (QoS), Family and Friends (F&F), Satisfaction of Customer (SoC), Consumer Buying Decision (CBD).

DOI: 10.7176/EJBM/11-12-18

Publication date: April 30^th 2019