Customer retention: investigating the dimensions in telecommunication industry

Gui, Jin Kiant (2013) Customer retention: investigating the dimensions in telecommunication industry. Masters thesis, Universiti Malaysia Sarawak, (UNIMAS).

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Abstract

This paper aims to investigate the relationship between factors affecting customer retention in the telecommunication industry. Customer satisfaction, customer trust and service quality are three identified factors affecting customer retention in the industrj Convenience sampling technique used to collect the the sample with 170 questionnaires was distributed to the target respondents. Pearson Coefficient Correlation and regression analysis utilized in order to determine the relationship of the variables and the data analyzed using a computer software package -Statistical Package for Social Science (18.0). The finding confirmed that the three factors have positive and significant relationship with customer retention. From the finding also postulated that most significant variable that influences the variance in customer retention is service quality.

Item Type: Thesis (Masters)
Additional Information: Thesis (M.Sc.) -- Universiti Malaysia Sarawak, 2013.
Uncontrolled Keywords: customer retention, telecommunication industry,Telecommunication, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, Postgraduate, research, Universiti Malaysia Sarawak
Subjects: H Social Sciences > H Social Sciences (General)
T Technology > T Technology (General)
Divisions: Academic Faculties, Institutes and Centres > Faculty of Economics and Business
Depositing User: Karen Kornalius
Date Deposited: 06 Oct 2015 01:38
Last Modified: 06 Oct 2015 01:38
URI: http://ir.unimas.my/id/eprint/9075

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