[Ahmad, R. and Buttle, F. (2002), “Customer retention management: A reflection of theory and practice”, Marketing Intelligence and Planning, Vol. 20, No. 3, pp. 149-161.10.1108/02634500210428003]Search in Google Scholar
[Amin, S.M., Ahmad, U.N.U. and Hui, L.S. (2012), “Factors Contributing to Customer Loyalty towards Telecommunication Service Provider”, Procedia - Social and Behavioral Sciences, Vol. 40, pp. 282 - 286.10.1016/j.sbspro.2012.03.192]Search in Google Scholar
[Boakye, K.G. (2015), “Factors influencing mobile data service (MDS) continuance intention: An empirical study”, Computers in Human Behavior, Vol. 50, pp. 125-131.10.1016/j.chb.2015.04.008]Search in Google Scholar
[Bove, L.L., Pervan, S.J., Beatty, S.E. and Shiu, E. (2009), “Service worker role in encouraging customer organizational citizenship behaviors”, Journal of Business Research, Vol. 62, No. 7, pp. 698-705.10.1016/j.jbusres.2008.07.003]Search in Google Scholar
[Central Bank of Sri Lanka: Annual Report - 2014, (2014), available at: www.cbsl.gov.lk/htm/english/10_pub/p_2.html (accessed July 16th, 2016)]Search in Google Scholar
[Chen, Y.H., Tseng, M.L., Lin, R.J., (2010), “Evaluating the customer perceptions on inflight service quality”, African Journal of Business Management, Vol. 5, No. 7, pp. 2865-2873.]Search in Google Scholar
[Dick, A. and Basu, K. (1994), “Customer loyalty: Toward an integrated conceptual framework”, Academy of Marketing Science, Vol. 22, No. 2, pp. 99-113.10.1177/0092070394222001]Search in Google Scholar
[Farrell, J., and Klemperer, P. (2007), “Co-ordination and Lock-In: Competition with switching costs and network effects”, in M. Armstrong and R. Porter (eds.) Handbook of Industrial Organization, pp. 3-23, Elsevier.10.1016/S1573-448X(06)03031-7]Search in Google Scholar
[Fornell, C. (1992), “A national customer satisfaction barometer: The Swedish experience”, Journal of Marketing, Vol. 56, pp. 6-21.10.1177/002224299205600103]Search in Google Scholar
[Fornell, C. and Larcker, D.F. (1981), “Evaluating structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol. 18, No. 1, pp. 39-50.10.1177/002224378101800104]Search in Google Scholar
[Fullerton, G. (2005), “The impact of brand commitment on loyalty to retail service brands”, Canadian Journal of Administrative Sciences, Vol. 22, No. 2, pp. 97-110.10.1111/j.1936-4490.2005.tb00712.x]Search in Google Scholar
[Garbarino, E. and Johnson, M.S. (1999), “The different roles of satisfaction, trust, and commitment in customer relationships”, Journal of Marketing, Vol. 63, pp. 70-87.10.1177/002224299906300205]Search in Google Scholar
[GSM Association (2016), The mobile economy 2016, available at: www.gsmamobileeconomy.com/ (accessed August 27th, 2016).]Search in Google Scholar
[Hallowell, R. (1996), “The relationship of customer satisfaction, customer loyalty and profitability: an empirical study”, International Journal of Service Industry, Vol. 7, No. 4, pp. 27-42.10.1108/09564239610129931]Search in Google Scholar
[Harris, L.C. and Goode, M.M.H. (2004), “The four levels of loyalty and the pivotal role of trust: A study of online service dynamics”, Journal of Retailing, Vol. 80, No. 2, pp. 139-158.10.1016/j.jretai.2004.04.002]Search in Google Scholar
[Haucap, J. and Heimeshoff, U. (2011), “Consumer behavior towards on-net/off-net price differentiation”, Telecommunications Policy, Vol. 35, pp. 325-332.10.1016/j.telpol.2011.02.004]Search in Google Scholar
[Johnson, M.D., Herrmann, A. and Huber, F. (2006), “The evolution of loyalty intentions”, Journal of Marketing, Vol. 70, pp. 122-132.10.1509/jmkg.70.2.122]Search in Google Scholar
[Jones, T. and Taylor, S.F. (2007), “The conceptual domain of service loyalty: how many dimensions?”, Journal of Services Marketing, Vol. 21, No. 1, pp. 36 - 51.10.1108/08876040710726284]Search in Google Scholar
[Joreskog, K.G. and Sorbom, D. (1993), LISREL 8: A Guide to the Program and Applications, Scientific Software International, Chicago.]Search in Google Scholar
[Karacuka, M, Haucap, J. and Heimeshoff, U. (2011), “Competition in Turkish mobile telecommunications markets: Price elasticities and network substitution”, Telecommunications Policy, Vol. 35, pp. 201-210.10.1016/j.telpol.2010.12.016]Search in Google Scholar
[Karjaluoto, H., Jayawardhena, C., Leppaniemi, M., and Pihlstrom, M. (2012), “How value and trust influence loyalty in wireless telecommunications industry”, Telecommunications Policy, Vol. 36, pp. 636-649.10.1016/j.telpol.2012.04.012]Search in Google Scholar
[Kerin, R.A., Hartley, S.W. and Rudelius, W. (2009), Marketing, McGraw-Hill, Boston.]Search in Google Scholar
[Kim, M., Park, M., and Jeong, D. (2004), “The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services”, Telecommunications Policy, Vol. 28, pp. 145-159.10.1016/j.telpol.2003.12.003]Search in Google Scholar
[Kotler, P. and Keller, K.L. (2006), Marketing Management, Prentice Hall, Upper Saddle River.]Search in Google Scholar
[Krishnamurthi, L. and Raj, S.P. (1991), “An empirical analysis of the relationship between brand loyalty and consumer price elasticity”, Marketing Science, Vol. 10, No. 2, pp. 172-83.10.1287/mksc.10.2.172]Search in Google Scholar
[Kumar, V. and Reinartz, W. (2006), Customer relationship management: A databased approach, John Wiley, New York.]Search in Google Scholar
[Kumar, V., Shah, D. and Venkatesan, R. (2006), “Managing retailer profitability-one customer at a time”, Journal of Retailing, Vol. 82, No. 4, pp. 277-294.10.1016/j.jretai.2006.08.002]Search in Google Scholar
[Lam, S.Y., Shankar, V., Erramilli, M.K. and Murthy, B. (2004), “Customer value, satisfaction, loyalty, and switching costs: an illustration from a business-tobusiness service context”, Journal of the Academy of Marketing Science, Vol. 32, No. 3, pp. 293-311.10.1177/0092070304263330]Search in Google Scholar
[Lee, D., Moon, J., Kim, Y.J., and Yi, M.Y. (2015), “Antecedents and consequences of mobile phone usability: Linking simplicity and interactivity to satisfaction, trust, and brand loyalty”, Information and Management, Vol. 52, pp. 295-304.10.1016/j.im.2014.12.001]Search in Google Scholar
[Li, M. and Robert, D.G. (2011), “A mediating influence on customer loyalty: The role of perceived value”, Journal of Management and Marketing Research, Vol. 7, pp. 1-12.]Search in Google Scholar
[Liikanen, J., Stoneman, P., and Toivanen, O. (2004), “Intergenerational effects in the diffusion of new technology: The case of mobile phones”, International Journal of Industrial Organization, Vol. 22, pp. 1137-1154.10.1016/j.ijindorg.2004.05.006]Search in Google Scholar
[Maicas, J.P., Polo, Y., and Sese, F.J. (2009), “The role of (personal) network effects and switching costs in determining mobile users’ choice”, Journal of Information Technology, Vol. 24, pp. 160-171.10.1057/jit.2008.35]Search in Google Scholar
[Mak, B.L. and Sockel, H. (2001), “A confirmatory factor analysis of IS employee motivation and retention”, Information and Management, Vol. 38, pp. 265-76.10.1016/S0378-7206(00)00055-0]Search in Google Scholar
[Mullen, M.R. (1995), “Diagnosing measurement equivalence in cross-national research”, Journal of International Business Studies, Vol. 26, No. 3, pp. 573-596.10.1057/palgrave.jibs.8490187]Search in Google Scholar
[Oliver, R. (1993), “Cognitive, affective, and attribute bases of the satisfaction response”, Journal of Consumer Research, Vol. 20, No. 3, pp. 418-430.10.1086/209358]Search in Google Scholar
[Oliver, R. L. (1997), Satisfaction: A behavioural perspective on the customer, McGraw- Hill, New York.]Search in Google Scholar
[Reichheld, F.F. and Sasser, W.E. (1990), “Zero defections. Quality comes to services”, Harvard Business Review, Vol. 68, No.5, pp. 105-111.]Search in Google Scholar
[Russell-Bennett, R., McColl-Kennedy, J.R., and Coote, L.V. (2007), “The relative importance of involvement and satisfaction on brand loyalty in a small business services setting”, Journal of Business Research, Vol. 60, No. 12, pp. 1253-1260.10.1016/j.jbusres.2007.05.001]Search in Google Scholar
[Serkan, A. and Gorhan, O. (2004), “The analysis of antecedents of customer loyalty in the turkish mobile telecommunication market”, European Journal of Marketing, Vol. 39, pp. 910-925.]Search in Google Scholar
[Sobolewski, M. and Czajkowski, M. (2012), “Network effects and preference heterogeneity in the case of mobile telecommunications markets”, Telecommunications Policy, Vol. 36, pp. 197-211.10.1016/j.telpol.2011.12.005]Search in Google Scholar
[Soderlund, M. (2003), “The retrospective and the prospective mind and the temporal framing of satisfaction”, European Journal of Marketing, Vol. 37, No.10, pp. 1375-1390.10.1108/03090560310487158]Search in Google Scholar
[Srinuan, P., Srinuan, C., and Bohlin, E., (2014), “An empirical analysis of multiple services and choices of consumer in the Swedish telecommunications market”, Telecommunications Policy, Vol. 38, pp. 449-459.10.1016/j.telpol.2014.03.002]Search in Google Scholar
[Verhoef, P.C. (2003), “Understanding the effect of customer relationship management efforts on retention and customer share development”, Journal of Marketing, Vol. 67, pp. 30-45.10.1509/jmkg.67.4.30.18685]Search in Google Scholar
[Zeithaml, V.A., Berry, L.L., and Parasuraman, A. (1996), “The behavioural consequences of service quality”, Journal of Marketing, Vol. 60, No. 2, pp. 31.]Search in Google Scholar