Download or read book To Study the Impact of Customer Satisfaction on Customer Loyalty in Mobile Telecom at Ernakulam District written by Shebin Mohammed Ali and published by . This book was released on 2020 with total page 18 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

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 To Study the Impact of Service Quality on Customer Loyality in Mobile Telecom at Ernakulam District written by Shebin Mohammed Ali and published by . This book was released on 2020 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Indian telecommunication industry is all set for growth and is expected to contribute substantially towards the nation's Gross Domestic Product. Industries and in particular the private players have to concentrate on service quality and customer loyalty to remain competitive. Vodafone-Idea, Airtel, Jio and BSNL currently share the market and competition has become intense with advent of Reliance Jio. Business development actions by leveraging the loyalty of customers are cost effective rather than running around a new customer. Kochi a global city, known as the trading capital of Kerala has been selected to carry research. The SERVQUAL 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 service quality, Loyalty is a must to boost their number of customers and retain their customers. Hence, the researcher made an attempt to study impact of Service Quality on Customer Loyalty.

Download or read book To Study the Customer Satisfaction of Jio Telecom at Ernakulam District written by Shebin Mohammed Ali and published by . This book was released on 2020 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Indian telecommunication industry is one of the important segment in service sector which contribute substantially to nation's Gross Domestic Product. Companies especially in telecom sector and in particular the private players have to concentrate on customer satisfaction to remain competitive in the current market. Many companies have lost their sustainability and are forced to quit in this competitive environment due to nonattainment of customer satisfaction. The entry of Reliance Jio has made a big change and hs become the number one telecom by user base. This study has been conducted in Ernakulam district of Kochi a global city, known as the trading capital of Kerala. A customer satisfaction model was adopted to understand customer's opinion regarding Jio. 50 respondents were contacted by the researcher by way of convenience sampling as exploratory research design was adopted. Hence, the researcher made an attempt to study the customer satisfaction of Jio telecom at ernakulam district, kerala.

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 Building Customer Loyalty through Value Added Services written by Mandeep Singh and published by GRIN Verlag. This book was released on 2012-02-08 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Doctoral Thesis / Dissertation from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, , course: Management/Business Studies, language: English, abstract: The Indian cellular services market is growing at a rapid pace and the competition has also increased many folds. It has become imperative for the service providers to adopt such technologies and strategies which ensure their success in such a dynamic situation. As a result, the service providers are trying to develop an understanding about the customers in terms of enriching their experience by providing quality services resulting into a higher satisfaction and ultimately loyalty. With constantly decreasing Average Revenue Per User (ARPU) per month in a low tariff regime, the cellular operators in India are looking towards value added offerings for their customers in order to increase their ARPUs and survive in the coming tough times as they are unable to rely solely on the conventional voice services. The fact that the majority of cell-phone users are prepaid customers indicates towards a tendency for higher customer churn rate and thin profit margins to the mobile service providers despite a phenomenal increase in subscriber base. However, the situation has further been complicated with the instigation of mobile number portability, as it is going to enhance the customer churn rate due to the intense competition being faced by the operators in this market on the one hand and on the other very demanding customers. In such a scenario, the challenge for Indian cellular operators is to understand the preferences of their customers better and then to successfully offer the services that foster greater customer retention, as the entry of new global players in telecom market has further resulted in mounting customer acquisition and retention costs. Thus, all these facts highlight the relevance of value added services in an ever growing telecom market as a key strategic tool, not only for differentiation of services but also as a factor responsible for developing satisfaction and loyalty among the customers. Therefore, the present research study attempts to study the effects of Value Added Services (VAS) on Service Quality vis-à-vis Customer Satisfaction and Customer Loyalty in wireless telecommunication market. The findings of the present study convey that the service providers must concentrate their efforts not only on improving the core services but also the quality of Value Added Service (VAS) offered, as they have a potential to act as a strategic tool in order to enhance the customers’ satisfaction which will ultimately result in higher customer loyalty.

Download or read book An application of the American Customer Satisfaction Index Model ACSIM in the Nepalese Mobile Phone Sector written by Kaji Bahadur Dahal and published by GRIN Verlag. This book was released on 2016-05-02 with total page 39 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: B, Maastricht School of Management, course: MBA, language: English, abstract: Nepalese mobile phone market is one of the fast growing businesses with the penetration rate of at least 67.92% for GSM mobile services. Mobile phone providers have also been competing to offer dynamic services to customers. By doing this research, it is expected to offer inputs to enhance customer satisfaction with mobile services in Nepal. The term ‘customer satisfaction’ has become an emerging issue for academic research as business organizations recognize that customer satisfaction is the only way to win in the given tough competitive business world. The aim of this paper is to measure the antecedents and consequences of overall customer satisfaction with mobile services in Nepal. This study is probably the first of its kind in Nepal, which uses standard customer satisfaction measures (American customer satisfaction index model, (ACSIM) to examine the customer satisfaction with mobile services. It uses a structured questionnaire to collect the data from 242 young mobile users from two colleges in Nepal. Based on the observation, it is found that the influencing antecedents of customer satisfaction are customer expectation, perceived quality and perceived value. Similarly, it is also found that highly satisfied customers are more likely to repurchase and higher price tolerance to price increases by current mobile services provider or price decreases by rival. The result of this study is more applicable to young adult mobile services market in Nepal rather than to entire mobile subscriber population. The study reveals that mobile services provider must focus on improving mobile services quality to increase customer satisfaction and customer loyalty. The value of this study is that it uses well known research model to measure customer satisfaction with mobile services in Nepal.

Download or read book A SEM Approach to Indian Mobile Telecom Services Sector written by VIKAS GAUTAM and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions The Mediating Role of Customer Satisfaction written by Shahrukh Salman and published by Anchor Academic Publishing. This book was released on 2017-11-01 with total page 61 pages. Available in PDF, EPUB and Kindle. Book excerpt: The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.

Download or read book The impact of customer s satisfaction and loyalty on customers retention in the mobile telecommunications service an integrative model written by and published by . This book was released on 2003 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book An Empirical Evaluation of the Impact of Services Quality on Customer Loyalty at Customer Care Centre A Case Study of Customer Service in Telecom Sector at Jodhpur written by Dr. Ashish Mathur and published by . This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is the result of good service provided to customers who can cultivate trust and faith. The customer's satisfaction is associated with the repurchase intention of the customers. The products of excellence can survive in the markets if proper customer care and service is rendered to the customers. Customer care and services are important for the service providers to enhance satisfaction and customer retention. Customer satisfaction, quality and retention are global issues that affect all organizations and the business solutions can be made simple if the post purchase services are rendered with honesty and integrity. Customer retention can only increase if the service and the performance of the company are high. There is challenge for the marketing firms to establish the image to provide personalized and customized services to the customer's. The aim of this paper is to study the impact of service quality in marketing to increase the customer loyalty and retention.

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 Is Loyalty Dead written by Farzana Quoquab and published by Partridge Publishing Singapore. This book was released on 2016-07-11 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

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 Customer Loyalty written by Farhan Muzammil and published by LAP Lambert Academic Publishing. This book was released on 2012 with total page 76 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book An Empirical Study on Customer Satisfaction Index in Mobile Telecom Sector in India written by Dr. Urvashi Makkar and published by . This book was released on 2015 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This paper is an attempt to find the variables/factors that affect Customer Satisfaction Index for Rural Mobile Telecom Subscriber in India. The impact of various service parameters like Service Quality, Service Performance, Support services, Billing Services etc. on Customer Satisfaction Index has been analyzed.

Download or read book Customer Relationship in Marketing Influence on the Market Place written by Kammouny Kammouny and published by . This book was released on 2010 with total page 120 pages. Available in PDF, EPUB and Kindle. Book excerpt: Many studies have taken into consideration the CRM or the customer relationship management in running their busines in different industries while few has pointed out the keys of customer relationship marketing practices in consumer markets. Little attention has been paid to the value the organization can get from such strategies in the B2B market by trying to reach a hypothesis that the effect of attraction and loyalty programs are greater than service quality on market performance. The purpose of my research is to produce some evidence of the involvement between customer relationship marketing strategies which are magnetism activities and fidelity programs (offers, contact, customer satisfaction) and the influence on the market performance. This research will involve collecting data from Lebanese Telecommunication managers of different telecommunication companies (local & foreign operators acting the Middle East Region) to understand the relationship exists between attraction and loyalty programs with market performance of the companies and the market performance is measured by market position, customer perception about the firm and custumer's loyalty. Furthermore, my research will focus on loyalty and interaction programs that are more influential on companies' awareness and penetration in the market (market position). Attraction activities (service quality) has greater impact on customer's perception, however bonus and customer satisfaction are more associated with customer's loyalty also customer satisfaction has greater impact on customers' loyalty than service quality and this will end up with a great competitive advantage against main competitors.