Impact of Brand Image, Service Quality and Trust on Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer Satisfaction: Case Study on Telecommunication Sector of Pakistan

The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied and loyal customer and it is useful to identify the factors through which telecommunication sector may improve its performance. The survey research design method was used in this study. It involves a questionnaire for the collection of data from the respondents. Convenience-based Sampling was used in this research data was collected with the help of a questionnaire from 250 customers in the telecommunication sector of Pakistan (Warid, Zong, Mobilink, and Ufone Telenor). Correlation analysis was conducted utilizing SPSS to analyze the data. It is revealed that the correlation between customer loyalty and three independent factors that are quality service, brand image, and trust is very strong and mediator customer satisfaction in this relationship had an effect on customer loyalty. There exists a strong relationship between three dimensions of independent variables and the dependent; we can say that there is a strong effect of a mediator and moderator on these relationships. There is also a very strong correlation between customer loyalty and customer satisfaction.