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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2017
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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 |