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About Fulltext (Thesis)
This thesis examines the relationship between customer satisfaction, retention, and loyalty based on service quality attributes in the mobile telecommunications industry. The author develops a conceptual model linking service quality attributes to customer satisfaction, and then to customer retention and loyalty. An empirical study is conducted using data collected from UK mobile telecom customers. Statistical analysis methods including multiple regression, logistic regression, and structural equation modeling are used to test the relationships between variables in the proposed model. The goal of the research is to provide a framework that can help telecom companies better understand customer behavior and make more informed strategic decisions regarding resource allocation to improve profitability.
Detailed Information
| Author: | ['shukla003'] |
|---|---|
| Publication Year: | 2012 |
| Pages: | 208 |
| Language: | English |
| Format: | |
| Price: | FREE |
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