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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主要作者: Syed Kamaruzaman, Sharifah Nurul Aida
格式: Thesis
出版: 2017
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id my-mmu-ep.6923
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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