Modelling Customer Loyalty Among Mobile Telecommunication Users

The objective of this study is to understand the factors that can contribute to customer loyalty in telecommunication service provider in Malaysia. There is an intense competition between telecommunication industries in Malaysia that these industries are focusing on customer loyalty. 250 questionnai...

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Bibliographic Details
Main Author:	Syed Kamaruzaman, Sharifah Nurul Aida
Format:	Thesis
Published:	2017
Subjects:	HF5410-5417.5 Marketing Distribution of products
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id	my-mmu-ep.6923
record_format	uketd_dc
spelling	my-mmu-ep.69232017-10-30T10:29:12Z Modelling Customer Loyalty Among Mobile Telecommunication Users 2017-02 Syed Kamaruzaman, Sharifah Nurul Aida HF5410-5417.5 Marketing. Distribution of products The objective of this study is to understand the factors that can contribute to customer loyalty in telecommunication service provider in Malaysia. There is an intense competition between telecommunication industries in Malaysia that these industries are focusing on customer loyalty. 250 questionnaires were distributed but only 200 questionnaires are fully completed. The data were collected using a survey among 200 respondents from Kuala Lumpur and Selangor area. The data were analyzed using SPSS and the results show that there is a significant effect on customer satisfaction, switching cost, service quality and customer loyalty. However, there is no significant effect on corporate image and customer loyalty. The future implications and conclusions are discussed. 2017-02 Thesis http://shdl.mmu.edu.my/6923/ http://library.mmu.edu.my/diglib/onlinedb/dig_lib.php masters Multimedia University Graduate School of Management
institution	Multimedia University
collection	MMU Institutional Repository
topic	HF5410-5417.5 Marketing Distribution of products
spellingShingle	HF5410-5417.5 Marketing Distribution of products Syed Kamaruzaman, Sharifah Nurul Aida Modelling Customer Loyalty Among Mobile Telecommunication Users
description	The objective of this study is to understand the factors that can contribute to customer loyalty in telecommunication service provider in Malaysia. There is an intense competition between telecommunication industries in Malaysia that these industries are focusing on customer loyalty. 250 questionnaires were distributed but only 200 questionnaires are fully completed. The data were collected using a survey among 200 respondents from Kuala Lumpur and Selangor area. The data were analyzed using SPSS and the results show that there is a significant effect on customer satisfaction, switching cost, service quality and customer loyalty. However, there is no significant effect on corporate image and customer loyalty. The future implications and conclusions are discussed.
format	Thesis
qualification_level	Master's degree
author	Syed Kamaruzaman, Sharifah Nurul Aida
author_facet	Syed Kamaruzaman, Sharifah Nurul Aida
author_sort	Syed Kamaruzaman, Sharifah Nurul Aida
title	Modelling Customer Loyalty Among Mobile Telecommunication Users
title_short	Modelling Customer Loyalty Among Mobile Telecommunication Users
title_full	Modelling Customer Loyalty Among Mobile Telecommunication Users
title_fullStr	Modelling Customer Loyalty Among Mobile Telecommunication Users
title_full_unstemmed	Modelling Customer Loyalty Among Mobile Telecommunication Users
title_sort	modelling customer loyalty among mobile telecommunication users
granting_institution	Multimedia University
granting_department	Graduate School of Management
publishDate	2017
_version_	1747829649914724352

Modelling Customer Loyalty Among Mobile Telecommunication Users

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