Customer Loyalty in a Malaysia Mobile Telecommunication Market PDF Download
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Author: Pei Li Koh
Publisher:
ISBN:
Category :
Languages : en
Pages : 83
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Book Description
Author: Pei Li Koh
Publisher:
ISBN:
Category :
Languages : en
Pages : 83
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Book Description
Author: Shwu Bing Yap
Publisher:
ISBN:
Category : Customer loyalty
Languages : en
Pages : 87
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Book Description
Author: Norzalita Abd. Aziz
Publisher:
ISBN:
Category : Cell phone services industry
Languages : en
Pages :
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Book Description
Author: Olayiwola Bello
Publisher: Diplomica Verlag
ISBN: 3842884737
Category : Business & Economics
Languages : en
Pages : 73
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Book Description
With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry. This book attempts to assess and analyze the variables that influence a mobile phone subscriber?s loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire, constituting an 87% response rate, could be used for the analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers, while the generally low satisfaction with the present state of service delivery in the industry also plays a role. Therefore, the retention which the service providers were able to enjoy can be described as circumstantial. The given recommendations include that the service providers embark upon drives that will reduce dropped calls to a bare minimum, that they improve call quality, and that they develop SMS delivery standards.
Author: Farzana Quoquab
Publisher: Partridge Publishing Singapore
ISBN: 1482866102
Category : Social Science
Languages : en
Pages : 104
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Book Description
This book is for those who are interested to know more about the recent trend of service loyalty and service switching among mobile phone service users. This timely and important book is an essential guide for researchers, policy makers, managers, and marketers to develop an insight to better strategize and effectively implement loyalty programs and prevent their customers from switching. The term loyalty is acknowledged as an important indicator of the likely success of a service business, whereas switching costs a service firm the customers future revenue stream. However, recent research revealed that, in many industries, satisfied customers also tend to switch. This book discusses the role of switching cost and consumer innovativeness in explaining consumers switching tendency. Last but not the least, this book offers a richer explanation about loyalty and switching phenomena than past studies that mostly discussed these two constructs in isolation. Nowadays, divided loyalty as well as switching became a common issue, which made it difficult for the company managers to retain their customers for a long time. With no exception, the mobile phone service market is also filled with divided loyal ones as well as switchers. This book presents some depth and breadth strategies for the mobile phone network service providers in order to manage such promiscuous customers.
Author: Sarina Ismail
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 124
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Book Description
Author:
Publisher: GRIN Verlag
ISBN: 3656180296
Category :
Languages : en
Pages : 85
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Book Description
Author: Wee Ming Guan
Publisher:
ISBN:
Category :
Languages : en
Pages : 100
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Book Description
Author: Malliga Marimuthu
Publisher: Penerbit USM
ISBN: 9674610154
Category : Consumers
Languages : en
Pages : 310
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Book Description
Understanding the consumers’ trend in Malaysia is vital to meet the changing demands of the Malaysian market. Consumption in Malaysia: Meeting of New Changes serves an invaluable resource to academics, researchers, tertiary students, business practitioners and local and foreigner investors on understanding the changes happened and happening in consumerism of Malaysia. The authors provide a comprehensive and much-needed overview of the current consumption and marketing patterns on various business sectors at multicontext level to offer useful insights on how the consumers and the market in Malaysia are changing in both product and service sectors. This knowledge is important to guide the readers to understand, segment and recommend solutions to various changing and emerging markets. In general this is an important book for business people, policy makers and researchers seeking to understand the pattern and trend of changing markets in Malaysia. Keywords: Universiti Sains Malaysia, Penerbit Universiti Sains Malayia, Penerbit USM
Author: Wonsuk Jung
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
This study explores the determinants of customer loyalty in the Korean mobile telecommunications market with the emphasis on customer satisfaction and switching costs as major predictors of customer loyalty. South Korea has now become one of the world's most leading mobile service markets with the launch of its advanced LTE services; the LTE service subscription rate in Korea has exceeded 50% as of November 2013. This raises a question as to whether LTE service subscribers are different from 3G service subscribers. In this rapidly changing environment of mobile service markets, this study examines the validity of the traditional determinants of customer satisfaction in data-service oriented mobile markets, analyzes the effect of customer satisfaction and switching costs on customer loyalty, and assesses the difference between 3G and LTE subscribers with respect to their determinants of customer loyalty. The results showed that there are significant differences between 3G and LTE subscribers while traditional factors such as call quality, data quality, customer support, and price perception are still significant determinants of customer satisfaction.
