Mobile telecommunication customer loyalty in Nigeria : determining factors /
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 cost...
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| Format: | Electronic eBook |
| Language: | English |
| Published: |
Hamburg, Germany :
Diplomica Verlag,
2013
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| Subjects: | |
| Local Note: | ProQuest Ebook Central |
Table of Contents:
- Mobile Telecommunication Customer Loyalty in Nigeria; ACKNOWLEDGEMENT; TABLE OF CONTENT; LIST OF TABLES; LIST OF FIGURES; ABSTRACT; CHAPTER ONE; 1.1 Background; 1.2 The Characteristics of Nigerian Mobile Telecom Market; 1.2.1 The Current situation of Nigerian Mobile Telecom Industry; 1.3 Statement of the Problem; 1.4 Research Questions; 1.5 Objectives; 1.6 Justification; 1.7 Scope and Delimitation; CHAPTER TWO; 2.1 Conceptual Framework; 2.1.1 Customer Loyalty; 2.1.2 The Antecedents of Customer Loyalty; 2.1.3 Customer Loyalty: Does it Really Work?; 2.1.4 New Trend of Customer Loyalty.
- 2.2 Customer satisfaction2.2.1 The Definition of Customer Satisfaction; 2.2.2 The Definition of Perceived Quality of Products and Service; 2.2.3 Customer Loyalty and Perceived Quality; 2.2.4 The Definition of Perceived Customer Value; 2.2.5 Customer Loyalty and Customer Perceived Value; 2.2.6 The Triad Relationship between Perceived Quality, Perceived Value and Customer Satisfaction, Customer Loyalty; 2.3 Switching cost; 2.3.1 Definition and Typology; 2.3.2 Switching Cost and Customer Loyalty; 2.4 Corporate Image; 2.4.1 The definition of corporate image.
- 2.4.2 Corporate Image and Customer Loyalty2.5 Theoretical Framework; CHAPTER THREE; 3.1 Study Area; 3.2 Method of Investigation; 3.3 Sampling Procedures; 3.4 Measurement of Variables; 3.5 Research Instrument; 3.6 Validation of Research Instrument and Testing; 3.7 Method of Data Analysis; CHAPTER FOUR; 4.1 Response Rate; 4.2 Respondents' Characteristics and Classification; 4.3 Presentation and Analysis of Data According to ResearchObjectives; 4.3.1 Factors that specifically affect the loyalty of mobile telecom users.
- 4.3.2 Influence of Gender, Age and Mobile Phone use Duration on Loyalty Variables4.3.3 Performance of the telecom service providers against the identified factors.; 4.3.4 How service providers can better enhance the loyalty of their customers; CHAPTER FIVE; 5.1 Summary; 5.2 Conclusion; 6.2 Recommendation; BIBLIOGRAPHY; APPENDIX 1.
