scholarly journals Effect of Relationship Marketing on Customer Retention in the Telecommunications Industry

2021 ◽  
Vol 4 (4) ◽  
pp. 68-81
Author(s):  
Glory S.E. ◽  
Idorenyin U.E. ◽  
Edim E.J. ◽  
Sarah E.
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Retention ◽  
Telecommunications Industry ◽  
Primary Data ◽  
Trust Building ◽  
Positive Effects ◽  
Phone Calls ◽  
Customer Care ◽  
Telecommunications Companies

This study centered on the effect of relationship marketing on customer retention in the telecommunications industry. It was conducted to assess the effects of customer care, communication, trust-building and service quality on customer retention in the telecommunications context. The study adopted survey research design. A structured questionnaire was used to obtain primary data from 198 customers of MTN Nigeria Plc and Globacom Nigeria Plc in Calabar. The data were analyzed and interpreted using descriptive statistics, while the hypotheses developed for the study were tested using multiple linear regression. Consequently, the findings of the study revealed that customer care, communication, trust building and service quality had significant positive effects on customer retention of telecommunication firms in Calabar. Therefore, the study recommended that: telecommunications companies should strengthen their customer care capability by using trained service professionals to elicit and promptly resolve customers enquiries and complaints; telecommunications companies should improve communications with customers by opening up more channels such as phone calls, direct messaging, social media and email through which information can be transmitted to subscribers to enhance informed patronage decisions; and it is imperative for telecommunications companies to consolidate customers’ trust in their delivery capabilities by demonstrating through effective service delivery that they are capable of satisfactorily meeting the service needs of subscribers.

scholarly journals Analysis of Factors That Influences Customer Retention in Unit Trust Industry

2021 ◽  
Vol 9 (6) ◽  
pp. 153-167
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Customer Retention ◽  
Consumer Loyalty ◽  
Client Retention ◽  
Unit Trust ◽  
Trust Industry ◽  
Commercial Center ◽  
Center Service

ABSTRACT Relationship Marketing has been perceived as an incredible method to fabricate a restrictive long haul relationship with their customers in the present powerful worldwide commercial center. Service quality is becoming increasingly important to a growing number of businesses. A unit trust's prosperity relies upon the skill and experience of the organization that oversees it. The aim of this research is to emphasise the significance of service quality in unit trust industry. This research was conducted using a questionnaire that was distributed to 200 customers of unit trust agents in Penang. It can be concluded that relationship marketing is essentially corresponded with service quality and consumer loyalty as well as client retention.

scholarly journals Service Quality and Passengers’ Loyalty of Public Transportation Companies

2021 ◽  
Vol 4 (4) ◽  
pp. 82-98
Author(s):  
Aniebiet E. ◽  
Joseph A.A. ◽  
Edim E.J. ◽  
Rosemary M.
Keyword(s):  
Service Quality ◽  
Travel Time ◽  
Public Transportation ◽  
Positive Influence ◽  
Primary Data ◽  
Road Transportation ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Positive Effects ◽  
Public Road

This study examined service quality and passengers’ loyalty of public transportation companies. It was carried out to determine the effects of passengers’ safety, passengers’ comfort, drivers’ competence, travel time and vehicle cleanliness on passengers’ loyalty of public transportation companies. The study adopted cross-sectional survey research design. Primary data were obtained from 228 passengers of public road transportation companies using an adapted structured questionnaire. Data analysis was done using descriptive statistics while multiple linear regression was adopted to test the hypotheses of the study with the aid of the Statistical Package for the Social Sciences (SPSS 23) software. The findings of the study revealed that passengers’ safety, passengers’ comfort, drivers’ competence and vehicle cleanliness had significant positive effects on passengers’ loyalty of public transportation companies, while travel time had a non-significant effect on passengers’ loyalty in this regard. Therefore, the study concluded that, to a large extent, service quality has a significant positive influence on passengers’ loyalty of public transportation companies. Practical implications and suggestions for further studies were made consequently.

scholarly journals Determination of Brand Loyalty in Telecommunication Industry: a Literatur Review

2018 ◽  
Vol 7 (3.30) ◽  
pp. 59
Author(s):  
Ikramuddin . ◽  
Muhammad Adam ◽  
Hizir Sofyan ◽  
Faisal .
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Relationship Marketing ◽  
Brand Loyalty ◽  
Telecommunications Industry ◽  
Telecommunication Industry ◽  
Brand Trust ◽  
Future Studies ◽  
The Relationship

This study focuses on the concept of "brand loyalty". The concept of brand loyalty is an important issue in the telecommunication industry and is one of the strategies in relationship marketing. This paper reevaluates the comprehensive determinants of brand loyalty, by testing the model proposed in previous research as a determinant of brand loyalty. The determinants of brand loyalty are service quality, customer satisfaction and brand trust. Several previous studies have addressed the relationship between service quality, customer satisfaction, and brand trust with brand loyalty and the study also presents various current research shortcomings and trends for future studies in the telecommunications industry.  

scholarly journals An Analytic Hierarchy Process Analysis: Application to Subscriber Retention Decisions in the Nigerian Mobile Telecommunications

2015 ◽  
Vol 48 (1) ◽  
pp. 63-83 ◽  
Author(s):  
Sulaimon Olanrewaju Adebiyi ◽  
Emmanuel Olateju Oyatoye ◽  
Owolabi Lateef Kuye
Keyword(s):  
Analytic Hierarchy Process ◽  
Process Analysis ◽  
Customer Retention ◽  
Telecommunications Industry ◽  
Primary Data ◽  
Mobile Telecommunications ◽  
Cross Sectional Survey ◽  
Analytic Hierarchy ◽  
Retention Decisions ◽  
Hierarchy Process

Abstract The introduction of mobile number portability (MNP) in the Nigerian telecommunications industry has brought a new challenge for mobile operators. This study investigates the use of Analytic Hierarchy Process (AHP) in customer retention decisions in the Nigerian telecommunication industry using a cross-sectional survey design. Primary data were obtained through questionnaires administered to 480 mobile telecommunications subscribers in six tertiary institutions located in Lagos State, Nigeria. These educational institutions were chosen using a multistage sampling technique. Of 438 questionnaires received from subscribers, 408 were valid. Based on this sample data an AHP model was built to assess the determinants of customer retention decisions. Next, eigen values, an eigen vector and maximum lambda (λMax) were obtained using the AHP analysis for the matrices. This analysis shows that customers considered call quality as the important in the retention decision. We conclude that AHP is a meaningful tool for determining what motivates retention decisions, that can help network operators formulate effective customer retention strategies.

scholarly journals ANTESEDEN CUSTOMER SATISFACTION DAN DAMPAKNYA PADA PURCHASE INTENTION

2018 ◽  
Vol 10 (1) ◽  
pp. 141
Author(s):  
Jonathan Banjarnahor
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Purchase Intention ◽  
Structural Equation ◽  
Service Providers ◽  
Customer Experience ◽  
Primary Data ◽  
Internet Services ◽  
Positive Effects ◽  
Experience Effects

<em>This research analyzed the effects of service quality and customer experience to customer satisfaction and its impact on purchase intention of costumer internet services in West Jakarta. This research used hypothesis testing as a research design. The primary data were obtained through questionnaire distributed to 180 respondents who should be users of internet services from Telkomsel, Telkomsel Grapari West Jakarta. Data was anlyzed by Structural Equation Method (SEM). The results showed there were positives service qualities and customer experience effects to customer satisfaction. There were positive customer satisfaction effects to purchase intention. There were positive effects of service quality and customer experience to purchase intention. Implications for managers are to increase purchase intention through fulfilled customer satisfaction led from good service quality and customer experience. For reasearch, it can be done in other service providers and by adding extra variables, such as coporate image and brand trust.</em>

scholarly journals The Impact of Customer Retention Strategies in the Nepalese GSM Mobile Service Providers: A Case of Pokhara City

2018 ◽  
Vol 13 ◽  
pp. 46
Author(s):  
J.B.R. Subarna Bir
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Customer Retention ◽  
Mobile Network ◽  
Mobile Service ◽  
Retention Strategies ◽  
Market Expansion ◽  
Care Services ◽  
Customer Care ◽  
The Impact

<p>The cellular industry of Nepal has grown by many folds with the influx of more mobile network providers in the market creating a hyper competition among themselves. Retaining the existing customers rather than just focusing on the regular market expansion is, therefore, becominginevitable for them to sustain. In this realm, this research carried out with the core objective of identifying and assessing the impact of customer retention strategies adopted by GSM Cellular Network companies, primarily Ncell &amp; Nepal Telecom within the locality of Pokhara, taking a sample of 192 network users as respondents within a survey based research design framework, surfaced some important findings. Five out of the six customer retention strategies so identified: Service quality, customer care services, price, loyalty enhancement programs and communications showed an association with the type of network customer use except for other service facilities which showed no association with the network types. Very few of users from Pokhara were thinking to switch over to other networks. Internet proved to be the most effective marketing strategies than other media. Service Quality and loyalty enhancement programs were found to be the most preferred customer retention strategies by the users of both networks.</p><p> <strong><em>Economic Literature</em></strong><em>, </em>Vol. XIII August 2016, page 1-8</p>

scholarly journals E-banking and consumer behavior: the role of switching costs

2016 ◽  
Vol 13 (3) ◽  
pp. 234-249 ◽  
Author(s):  
N. Wachyudhi ◽  
MM Budi Haryanto
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Consumer Satisfaction ◽  
Switching Costs ◽  
Positive Effects ◽  
Electronic Service ◽  
Consumer Intentions ◽  
Business Administration Students ◽  
High Level ◽  
Customer Trust

The objective of this study was to examine the behavior of consumer continuing intention to use e-banking. In the model, the consumer’s continuance intention was designed as target variable which affected by perceived relationship marketing and electronic service quality (e-serqual) as well as mediated by the attitude of consumer satisfaction and trust, and moderated by the magnitude of perceived switching costs. Data were gathered from 200 e-banking users, by using the convenience sampling method, and the participants as the subject for this study were Business Administration Students of Krisnadwipayana University, Jakarta – Indonesia. The result indicated that the correlation between relationship marketing and electronic service quality was to be reciprocal, and mutually positive and significant. In addition, perceived e-serqual had only positive effects on customer statisfaction and customer trust. But both of the observed key variables (relationship marketing and electronic service quality) showed no direct or indirect effects on consumer intention to continue using e-banking either through mediation of customer satisfaction and customer trust. However, after being given the moderating effect by low and high level of switching costs, it turned out that switching costs quite moderate significantly consumer intentions to continue using e-banking. Thus in this study, the findings of unsignificant effects were also discussed in order to provide theoretically and practically implication.

scholarly journals Identifying How Customer’s Loyalty and Retention Influences Relationship Marketing in A Hotel Industry

2021 ◽  
Vol 9 (6) ◽  
pp. 141-152
Author(s):  
P. Ravindran Pathmananathan ◽  
Khairi Aseh
Keyword(s):  
Service Quality ◽  
Relationship Marketing ◽  
Urban Areas ◽  
Service Industry ◽  
Customer Retention ◽  
Global Market ◽  
Market Place ◽  
Personal Connection ◽  
Customer's Loyalty

In today's diverse global market place, relationship marketing has been recognised as an excellent way to develop an exclusive long-term relationship with their clients. Many organizations, on the other hand, struggle to systematically measure and monitor customer retention and the factors that influence it. Personal connection and service quality are becoming increasingly important to a growing number of businesses. The aim of this research is to emphasize the significance of personal connection and service quality in the service industry. This research was conducted using a questionnaire that was distributed to 200 hotel guests in urban areas such as Georgetown and Penang. It can be concluded that customer loyalty and customer retention play an important role in relationship marketing. As a result, the higher the degree of personal connection and service quality, the more likely it is that a customer will return to the hotel and recommend it to others. 

Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective

2020 ◽  
Vol 2 (1) ◽  
pp. 1-5
Author(s):  
Ammar Ahmed ◽  
Rafat Naseer ◽  
Muhammad Asadullah ◽  
Hadia Khan
Keyword(s):  
Service Quality ◽  
Food Quality ◽  
Service Sector ◽  
Customer Retention ◽  
Price Fairness ◽  
Policy Makers ◽  
Restaurant Management ◽  
The Subject ◽  
Research Propositions ◽  
The Impact

In this competitive environment, organizations strive to satisfy their customer by providing best quality service at affordable and fair prices with a view to enhance their revenues. To achieve the objective of revenue maximization, organizations strive to identify the factors that help them in retaining their customers. Drawing from the signalling theory of marketing, the current study proposes a novel conceptual model representing the impact of service quality with food quality and price fairness on customer retention in restaurant sector of Pakistan. The paper underlines an important arena of knowledge for academicians as well as organizational scientists on the subject. On the basis of literature available on the variables understudy, the present study forwards eight research propositions worthy of urgent scholarly attention. The conceptualized model of the present article can also be viewed significant in unleashing further avenues for the restaurant management entities, policy makers and future researchers in the domain of managing in the service sector businesses.

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