Customer Satisfaction and Customer Loyalty to Mobile Phone Services in the Federal Territory of Labuan PDF Download
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Author: Hamizar Bin Hassan
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 119
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Book Description
Author: Hamizar Bin Hassan
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 119
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Book Description
Author: Fuad Emaly
Publisher:
ISBN:
Category : Least squares
Languages : en
Pages : 82
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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: Kaji Bahadur Dahal
Publisher: GRIN Verlag
ISBN: 3668208336
Category : Business & Economics
Languages : en
Pages : 39
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Book Description
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: B, Maastricht School of Management, course: MBA, language: English, abstract: Nepalese mobile phone market is one of the fast growing businesses with the penetration rate of at least 67.92% for GSM mobile services. Mobile phone providers have also been competing to offer dynamic services to customers. By doing this research, it is expected to offer inputs to enhance customer satisfaction with mobile services in Nepal. The term ‘customer satisfaction’ has become an emerging issue for academic research as business organizations recognize that customer satisfaction is the only way to win in the given tough competitive business world. The aim of this paper is to measure the antecedents and consequences of overall customer satisfaction with mobile services in Nepal. This study is probably the first of its kind in Nepal, which uses standard customer satisfaction measures (American customer satisfaction index model, (ACSIM) to examine the customer satisfaction with mobile services. It uses a structured questionnaire to collect the data from 242 young mobile users from two colleges in Nepal. Based on the observation, it is found that the influencing antecedents of customer satisfaction are customer expectation, perceived quality and perceived value. Similarly, it is also found that highly satisfied customers are more likely to repurchase and higher price tolerance to price increases by current mobile services provider or price decreases by rival. The result of this study is more applicable to young adult mobile services market in Nepal rather than to entire mobile subscriber population. The study reveals that mobile services provider must focus on improving mobile services quality to increase customer satisfaction and customer loyalty. The value of this study is that it uses well known research model to measure customer satisfaction with mobile services in Nepal.
Author: Norizan Mohd Kassim
Publisher:
ISBN:
Category : Cellular telephone systems
Languages : en
Pages : 404
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Book Description
Author: Sarina Ismail
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 124
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Book Description
Author: Vui Chung Chin
Publisher:
ISBN:
Category : Brand loyalty
Languages : en
Pages : 123
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Book Description
Author: Emile van der Does de Willebois
Publisher: World Bank Publications
ISBN: 0821388967
Category : Law
Languages : en
Pages : 230
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Book Description
This report examines the use of these entities in nearly all cases of corruption. It builds upon case law, interviews with investigators, corporate registries and financial institutions and a 'mystery shopping' exercise to provide evidence of this criminal practice.
Author: Peter G. W. Keen
Publisher: McGraw-Hill Companies
ISBN:
Category : Business enterprises
Languages : en
Pages : 280
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Book Description
This text offers advice for managing businesses in this era of wireless tools, technologies, and applications. It provides a practical roadmap for realizing the rewards that wireless technology offers, and explains the current reality of wireless commerce.
Author: Mostafa Al-Emran
Publisher: Springer Nature
ISBN: 3030859908
Category : Technology & Engineering
Languages : en
Pages : 1024
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Book Description
This book sheds light on the emerging research trends in intelligent systems and their applications. It mainly focuses on four different themes, including Artificial Intelligence and Soft Computing, Information Security and Networking, Medical Informatics, and Advances in Information Systems. Each chapter contributes to the aforementioned themes by discussing the recent design, developments, and modifications of intelligent systems and their applications.
