Determinants of Customer satisfaction and loyalty among mobile telecom users in Abia state
ABSTRACT
The
objective of the study is to investigate the determinants of customer satisfaction
and loyalty among telecom users in Abia state. Primary data was obtained
through a questionnaire. 220 questionnaires were self-administered by the
researchers to the subscribers of the four major GSM providers in Abia State.
198 of the questionnaires were returned, properly filled. The questionnaires
were analyzed using SPSS 20. Pearson Product Moment Correlation was used to
establish the relationship between the independent and dependent constructs of
the research. The findings revealed that service quality, customer
satisfaction, and corporate image are important determinants of customer
satisfaction and loyalty among mobile telecom users in Abia state. The fourth
factor, price/tariff is found not to be a determinant of customer satisfaction
and loyalty in market. A conclusion was drawn to the effect that since factors
influencing customer satisfaction and loyalty have been established, network
service provider should note these and emphasize them in their marketing
strategy
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-- (2020). Determinants of Customer satisfaction and loyalty among mobile telecom users in Abia state. Repository.mouau.edu.ng: Retrieved Dec 23, 2024, from https://repository.mouau.edu.ng/work/view/determinants-of-customer-satisfaction-and-loyalty-among-mobile-telecom-users-in-abia-state
--. "Determinants of Customer satisfaction and loyalty among mobile telecom users in Abia state" Repository.mouau.edu.ng. Repository.mouau.edu.ng, 29 Apr. 2020, https://repository.mouau.edu.ng/work/view/determinants-of-customer-satisfaction-and-loyalty-among-mobile-telecom-users-in-abia-state. Accessed 23 Dec. 2024.
--. "Determinants of Customer satisfaction and loyalty among mobile telecom users in Abia state". Repository.mouau.edu.ng, Repository.mouau.edu.ng, 29 Apr. 2020. Web. 23 Dec. 2024. < https://repository.mouau.edu.ng/work/view/determinants-of-customer-satisfaction-and-loyalty-among-mobile-telecom-users-in-abia-state >.
--. "Determinants of Customer satisfaction and loyalty among mobile telecom users in Abia state" Repository.mouau.edu.ng (2020). Accessed 23 Dec. 2024. https://repository.mouau.edu.ng/work/view/determinants-of-customer-satisfaction-and-loyalty-among-mobile-telecom-users-in-abia-state