The Effect of Customers' Satisfaction Towards Customer Loyalty Among Mobile Telecommunication Providers in Malaysia PDF Download
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Author: Sarina Ismail
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 124
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Author: Sarina Ismail
Publisher:
ISBN:
Category : Consumer satisfaction
Languages : en
Pages : 124
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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: TAN HUI MIN (TP019820)
Publisher:
ISBN:
Category : Customer services
Languages : en
Pages : 120
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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: Shebin Mohammed Ali
Publisher:
ISBN:
Category :
Languages : en
Pages : 18
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Book Description
The Indian telecommunication industry,mainly mobile phone services is is undergoing a high growth not only in India but worldwide.This industry has contributed substantially towards the nation's Gross Domestic Product. Telecom operators due to tight completion hadto concentrate more on customer satisfaction and customer loyalty to remain competitive in the market This study in conducted in Ernakulam district of Kochi, a global city known as the trading capital of Kerala where the tight completion is among Vodafone-Idea , Airtel, Jio, BSNL . Business development actions by leveraging the loyalty of customers are cost effective rather than running around a new customer.. The customer satisfaction model was adopted to understand customer's opinion regarding the telecommunication service providers.50 respondents were contacted by the researcher by way of convenient random sampling as descriptive research design was adopted.There is a tight competition among the telecom operators nowadays and maintaining customer satisfaction ,Loyalty is a must to boost their number of customers and retain their customers. Hence,the researcher made an attempt to study impact of Customer Satisfaction on Customer Loyalty.
Author: Ching-Gee Wan
Publisher: Open Dissertation Press
ISBN: 9781374723115
Category : History
Languages : en
Pages : 202
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Book Description
This dissertation, "Customer Loyalty in Hong Kong's Cellular Market: an Integrated Framework and Empirical Study" by Ching-gee, Wan, 溫靜之, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: Abstract of thesis entitled Customer Loyalty in Hong Kong's Cellular Market: An Integrated Framework and Empirical Study Submitted by Wan Ching Gee for the degree of Doctor of Philosophy at the University of Hong Kong in April 2003 In the highly competitive mobile communications market of Hong Kong, customer loyalty has become the top priority for companies that wish to maintain market share and profitability. This paper aims to identify the potential determinants of customer loyalty in the mobile telecommunications industry. Based on the research literature on customer satisfaction, switching costs and service loyalty, an integrated framework which encompasses the constructs of overall satisfaction, relative satisfaction, price, switching costs as well as demographics and usage variables is developed. With the use of survey research method, an empirical study has been carried out in the mobile communications market of Hong Kong to examine the usefulness and the predictive ability of the framework. The research results support the framework posited in this paper and contribute to the understanding of customer loyalty in several ways. First of all, this study not only confirms previous research findings on positive satisfaction-loyalty linkage, but also complements previous research by providing a more comprehensive view on the relationship between satisfaction and switching intention. This research has found that the satisfaction-retention relationship is positive but asymmetrical, and the intensity of customer satisfaction has an impact on the satisfaction-retention linkage. Second, the statistical significance of the new construct of relative satisfaction is confirmed by the empirical results of the study, and its inclusion is hence justified. It is found that satisfaction towards a current operator relative to previous operator(s) that have been used significantly impacts on loyalty towards the current operator. Customers who are less satisfied with the present operator are less loyal than those who are equally satisfied or more satisfied with the current operator. Furthermore, empirical results from this study reveal that customers were more loyal if they considered the price they were paying for the mobile services was equitable. Sensitivity to price differential, defined as the percentage of price difference offered by another operator that will induce the customer to switch is also positively, though less strongly, correlated with switching intention. Regarding the impact of switching costs on the intention to switch, the presence of high switching costs deter customers from switching and its impact is more pronounced among dissatisfied customers. Last but not least, age and usage characteristics including the monthly minutes of use, the number of years using mobile phones and staying with the current network operator have significant impact on switching intention. The research findings not only enrich our understanding of customer loyalty in the cellular market, but also generate useful managerial implications for the practitioners in the industry on churn management and retention strategies. An evaluation of the existing loyalty programs is made, it suggests that network operators should make use of innovative value-added services, handset trade-in programs and group calling plans to enhance c
Author: Muhammad Sabbir Rahman
Publisher:
ISBN:
Category : Cell phone services industry
Languages : en
Pages : 496
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Given the importance of customers' perception in telecommunication business and the recent development of cellular phone business in Malaysia, a critical research agenda have arisen that requires attention of understanding the perception of consumers towards operators and the factors those are influencing in the choice of the providers. The research has set as its objective in the discovery of the influencing factors of customers' perception in their decision-making towards purchasing mobile phone line, to determine services information for formulating customers' perception of the mobile phone operators. To accomplish the objectives this research has explained the related concepts and theories; revealed and synchronized literature on consumer behaviour and developed a research framework grounded on a strong theoretical and literature review background. The empirical study was conducted in major cities in Malaysia where the emergency is required for this type of research to understand the customers' perception of mobile phone operators. The target population of this study were general customers' (N=400) of three main operators in Malaysia form significant cities where hand phone users are proportionately significant compared with other cities in Malaysia. The survey instruments included with demographic survey, and service quality, advertising and promotion, brand image, corporate image, customer satisfaction and service provider's price with seven point rating scale. The proposed research model described the direct relationships of service quality, advertising and promotion, brand image, corporate image, customer satisfaction and service providers' price towards customers' perception. These paths were related to causal processes. Thus structural equation modeling approach is necessary to examine these variables in this research. The data analysis of this study was organized into four stages (Stage I - Descriptive Analysis; Stage II - Exploratory Factor Analysis; Stage III - Confirmatory Factor Analysis; Stage IV - Structural Equation Modeling). Data were coded and analyzed by using the Statistical Packages for Social Sciences (Statistical Package for the social Science Version 15 SPSS Inc., Chicago, IL) and AMOS7(Analysis of Moment Structure Version). The research findings are based on perceptions of customers' about mobile phone operators. The study produced mixed result from the statistical outcomes; some of these results were expected and some, although obvious were interesting. Finally, it is proposed that, brand image is considered to be significant factor that influences customers' perception towards an operator, effect of advertising and promotion on customers' perception towards an operator is significant, there is a positive relationship existed between customer satisfactions toward customers' perception towards mobile phone operators, price or call rate of an operator is considered a substantial factor that influences customers' perception towards an operator, effect of service quality on customers' perception towards an operator is significant. Interestingly the effect of corporate image is not significant with customers' perception towards an operator. The findings of this research are valuable asset for mobile phone operators in Malaysia those who are struggling to implement a successful strategy for retaining consumers. Academicians, practitioners, researchers, policy-makers can also benefit from this research and its findings.
Author: Farhan Muzammil
Publisher: LAP Lambert Academic Publishing
ISBN: 9783846596630
Category :
Languages : en
Pages : 76
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Book Description
The Mobile telecommunication industry of Pakistan is very highly competitive with five major players and a teledensity of 58%. Due to this intense competition it becoming increasingly important for cellular companies to make their customer loyal and retain them for longer time. The aim of this dissertation is to gauge the level of satisfaction and loyalty in the Mobile telecommunication industry of Pakistan and to investigate the driving factors which are responsible for making customers loyal.This research study is carried out by collecting both primary and secondary data. Primary data is collected through Questionnaire which was aimed to investigate the satisfaction level of customers and the most influencing driver of customer loyalty in Mobile telecommunication industry of Pakistan. The data obtained through this Questionnaire was analyzed through frequency distribution analysis (FDA).The Analysis of Data obtained revealed that customers are very satisfied and loyal to their Network operators in Pakistan. It was further revealed that Price, Network coverage and service quality are the most important loyalty drivers in this industry.
Author:
Publisher:
ISBN:
Category :
Languages : pt-BR
Pages :
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O objetivo principal deste trabalho consiste em identificar, dentre um conjunto de atributos de satisfação, lealdade e retenção, os elementos que têm maior impactona retenção de clientes no serviço de telefonia celular. Foi realizada uma pesquisa de campo com uma amostra de 123 usuários do serviço de telefonia celular prestado por operadoras no estado do Rio de Janeiro. Inicialmente são discutidos os conceitos de satisfação, lealdade e retenção de clientes acompanhados pela identificação dos principais atributos destes elementos no serviço de telefoniacelular. Logo após é apresentado o modelo integrativo de Gerpott, Rams e Schindler (2001) que serviu de base para este trabalho. Depois é apresentada a metodologia utilizada nesta pesquisa seguida pelos resultados obtidos na pesquisa de campo. A análise dos dados confirma a existência de uma relação causal de dois estágios entre a satisfação, lealdade e retenção de clientes, na qual asatisfação é um atributo chave da lealdade que, por sua vez, é um determinante central da retenção de clientes. O estudo também identifica que o atendimento aos clientes, os benefícios pessoais que o serviço de telefonia celular oferecem, e a avaliação que os clientes fazem sobre os preços cobrados pelo serviço são, dentre um conjunto de atributos de satisfação, lealdade e retenção, os elementos que têm o maior impacto na retenção de clientes no serviço de telefonia celular.
Author: Norzalita Abd. Aziz
Publisher:
ISBN:
Category : Cell phone services industry
Languages : en
Pages :
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