Download or read book Mobile Telecommunication Customer Loyalty in Nigeria Determining Factors written by Olayiwola Bello and published by Diplomica Verlag. This book was released on 2012-11 with total page 73 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Corellates of Customer Loyalty in Nigerian Telecommunication Industry written by Adewale Adekiya and published by . This book was released on 2016-09-06 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Mobile Telecommunication Customer Loyalty in Nigeria written by and published by GRIN Verlag. This book was released on with total page 85 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Loyalty in Nigeria Mobile Telecommunication Industry written by Olayiwola Wasiu Bello and published by . This book was released on 2012-04 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2010 in the subject Communications - Miscellaneous, course: Master of Business Administration, language: English, abstract: ABSTRACT This Master's thesis sought to assess and analyze the variables capable of influencing loyalty of mobile phone subscribers as well as how service providers can enhance loyalty of their customers in Nigeria. The study was basically a survey that used 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 87% response rate were got for 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 in this direction. Therefore, the retention been enjoyed by the service providers can be described as circumstantial. Part of the recommendations given include the service providers embarking upon drives that will reduce to its barest minimum drop calls, improve call quality and SMS delivery which is likely to make subscribers perceive given quality as high among others

Download or read book Factors Influencing Customer Satisfaction and Loyalty in the Nigerian Telecommunications Industry written by Peter Tega Odele and published by . This book was released on 2020 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Impact of Brand Image Service Quality and Trust on Customer Loyalty Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer Satisfaction written by Muhammad Aqeel Ashraf and published by . This book was released on 2018 with total page 21 pages. Available in PDF, EPUB and Kindle. Book excerpt: The aim of this study is to investigate the Impact of Brand Image, Service Quality and Trust on Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer Satisfaction on telecommunication sector of Pakistan. This research is helpful to capture and retain the satisfied and loyal customer and it is useful to identify the factors through which telecommunication sector may improve its performance. The survey research design method was used in this study. It involves a questionnaire for the collection of data from the respondents. Convenience-based Sampling was used in this research data was collected with the help of a questionnaire from 250 customers in the telecommunication sector of Pakistan (Warid, Zong, Mobilink, and Ufone Telenor). Correlation analysis was conducted utilizing SPSS to analyze the data. It is revealed that the correlation between customer loyalty and three independent factors that are quality service, brand image, and trust is very strong and mediator customer satisfaction in this relationship had an effect on customer loyalty. There exists a strong relationship between three dimensions of independent variables and the dependent; we can say that there is a strong effect of a mediator and moderator on these relationships. There is also a very strong correlation between customer loyalty and customer satisfaction.

Download or read book Telecom Reform written by William H. Melody and published by . This book was released on 1997 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: Analiza: El propósito y la experiencia de la regulación; Nuevas tecnologías, redes y mercados; Gestión de recursos públicos; Eficiencia, equidad y protección del consumidor; Herramientas básicas de regulación; Aspectos especiales que afectan a los países en vías de desarrollo; Cuestiones futuras sobre redes inteligentes y comercio electrónico.

Download or read book CUSTOMER LOYALTY IN HONG KONGS written by Ching-Gee Wan and published by Open Dissertation Press. This book was released on 2017-01-27 with total page 202 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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

Download or read book The Effect of Multiple Re Branding on Customer Loyalty in Mobile Telephony written by Alexander Tevi and published by . This book was released on 2013 with total page 19 pages. Available in PDF, EPUB and Kindle. Book excerpt: Purpose: Econet Wireless, a Nigerian mobile telephone network rebranded five times within the space of eight years to become what it is today, Airtel Nigeria. This research sought to know the impact of multiple rebranding on the loyalty of the network's subscribers and the general attitude of the Nigerian towards branding in the telephony business. Approach: A survey was carried out on subscriber attitude towards Airtel as a result of the multiple rebranding through which it emerged. Questionnaires were distributed based on cluster sampling. Pearson Chi-Square was used to test the validity of the final results (cross tabulations) on a value of 0.05 and above. Findings: This research confirms communication as the vehicle for transferring brand equity; shows that multiple rebranding does not significantly affect attitude towards telecommunications brands; and that Nigerians do not really care about branding in telecommunications and/or the telecommunications companies are not doing a good job of branding. Limitations: This study focuses on only a segment of the gsm market - students of a higher institution. The perspective of the students may not be representative of the whole gsm market in Lagos. It is also limited to the telephony market in Nigeria, an emerging market. Originality/Value: This is an original work in the sense that there is no literature anywhere on the phenomenon of multiple rebranding, let alone its effect on customer loyalty.

Download or read book Customer Satisfaction and Customer Loyalty written by Wageeh A. Nafei and published by . This book was released on 2019 with total page 21 pages. Available in PDF, EPUB and Kindle. Book excerpt: Purpose: CS and CL is a well known and established concept in several areas like marketing, consumer research, economic psychology, welfare-economics, and economics. The purpose of this study is to examine the relationship between Customer Satisfaction (CS) and Customer Loyalty (CL). Research Design/Methodology: To assess positive CS, refer to (CS Questionnaire, Athanassopoulos, et al, 2001) and CL (CL Questionnaire, Parasuraman, 1996) are used. The data of the study was collected from 250 employees at the Telecommunications sector in Egypt. Out of the 290 questionnaires that were distributed to employees at the Telecommunications sector in Egypt, 250 usable questionnaires were returned, a response rate of 86%. Multiple Regression Analysis (MRA) was used to confirm the research hypotheses. Findings: The research has found that there is significant and positive relationship between CS and CL at the Telecommunications sector in Egypt. CS significantly influenced CL. The finding reveals that CS affects CL. The findings supported the contention that strong relationship exists between CS and CL. However, CS alone cannot achieve the objective of creating a CL base. CS and CL are not directly correlated, particularly in competitive business environments because there is a big difference between CS, which is a passive customer condition, and CL, which is an active or proactive relationship with the organization. The results suggest that improving CS and CL is necessary. The research results also indicate that high levels of CS can build CL. Practical implications: Learning the relationships between CS and CL, retailers can effectively allocate their resources. In addition, by the referring of CL, the Telecommunications sector can attract more customers. Managers are advised to satisfy and better manage their relationships through quality product and service offerings to their customers as a competitive policy in the marketplace. The Telecommunications sector in Egypt is required to offer products/services that meet or surpass consumers' expectation. The study also reveals interesting implications in CS and CL, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies' performance. Originality/value: This research dealt with CS in terms of its concept and dimensions, in addition to dealing with the significant role of CL at the Telecommunications sector in Egypt.

Download or read book A STUDY OF THE FACTORS DETERMINING CUSTOMER LOYALTY IN THE TELECOMMUNICATION INDUSTRY OF GUINEA CASE STUDY OF ORANGE GUINEA written by SOUADOU DIALLO (TP035342) and published by . This book was released on 2016 with total page 79 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book An Examination of Determinants of Customer Loyalty in E telecommunication Industry written by and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Competitive Strategies and Improved Performance of Selected Nigeria Telecommunication Companies written by Waidi Adeniyi Akingbade and published by . This book was released on 2015 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The influence of globalization in telecommunication companies has greatly increased the level of competition in the industry and they are forced to be competitive to survive. Different types of strategies are put in place in order to be profitable and competitive. All these strategies are directed to attract, retain and maintain customers for continuous profitability. However, majority of them hardly measure the impact of their strategic innovation on their customers. The paper seeks to explore the influence of competitive strategies embarked upon by selected telecommunication companies in Nigeria on their performance. The paper also examines how competitive strategies could be implemented for improved customer satisfaction, retention and loyalty. Three null hypotheses were postulated to test the relationship between lower prices and customer satisfaction, uninterrupted trunk services and customer loyalty, and customer complaint handling and retention. Only customers using telephone service were selected as respondents from Lagos State. The state was stratified in to 20 local government council area and questionnaires were distributed to 125 respondents in each of them. The completion rate of the questionnaire in each of them is between 103 and 110. Survey research design was adopted to carry out the study. A structured questionnaire was designed and validated through the construct validity and tested for confirmation using the KMO measure of sampling adequacy. It was also made reliable using Cronbach's Alpha test. From the study, findings revealed relationship between competitive strategies and customer satisfaction, retention and loyalty. The findings revealed that there is a relationship between competitive strategies, its constituents and performance of telecommunication companies. It is recommended that universal mobile telecommunication services (UMTS) operators should adopt the culture of competitive strategies since it can impact on their performance for achieving competitive advantage.

Download or read book Antecedents of Customer Loyalty CL in the Mobile Telecommunication Companies in Cameroon written by Marymagdaline E. Tarkang and published by . This book was released on 2021 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The mobile telecommunication (telecom) sector has become the basic source of information now-a-days especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country. This study complements to extant literature by examining the influence of the five service quality dimensions; tangibility, reliability, assurance, responsiveness, and empathy on consumer loyalty or retention in the mobile telecommunication companies in Cameroon.

Download or read book The Relationship Marketer written by Søren Hougaard and Mogens Bjerre and published by Samfundslitteratur. This book was released on 2009 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Corporate Reputation and Competitiveness written by Rosa Chun and published by Routledge. This book was released on 2005-09-29 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: This unique book written by four world leaders in reputation research, presents the latest cutting-edge thinking on organizational improvement. It covers media management, crisis management, the use of logos and other aspects of corporate identity, and argues the case for reputation management as a way of overseeing long-term organizational strategy. It presents a new approach to managing reputation, one that relies on surveying customers and employees on their view of the corporate character and in harmonizing the values of both. This approach has been trialled in a number of organizations and here the authors demonstrate how improving reputation, merely by learning more about what a company is already doing, is worth some five per cent sales growth. The book is a vital, up to date resource for specialists in corporate communication, public relations, marketing, HRM, and business strategy as well as for all senior management. Highly illustrated with over eighty diagrams and tables, it includes up to the minute illustrative case studies and interviews with leading authorities in the field.

Download or read book A Technical Model for Improving Customer Loyalty with M Commerce written by Neda Abdolvand and published by . This book was released on 2021 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Mobile telecommunications companies face the issues, including sever competition, and market saturation. Increasing customer loyalty has been introduced as a key solution, to guarantee the success of the business. Several researchers have explored that customer satisfaction and switching barriers are influential elements of customer loyalty. They introduced several factor, which are essential to satisfy customers, and form switching barriers. This study introduces m-commerce as a new opportunity that causes more loyalty of customers. In order to rationalize the use of m-commerce in the mobile telecommunication industry, a solution is proposed. This solution is based on the process of knowledge discovery in database, which describes phases of data gathering, data preprocessing, data transforming into profiles, and finally knowledge extracting. In addition, it is discussed how the solution can help enterprises to achieve the introduced factors. Therefore, the solution tends to an increase in customer satisfaction, and switching barrier, and hence customer loyalty. Finally, in order to present an applicable implementation of the solution, phase of data transforming is realized by using the XML.