Impact of customer satisfaction and retention on customer loyaltyJournal: International Journal of Scientific & Technology Research (Vol.1, No. 2)
Publication Date: 2012-03-25
Authors : Inamullah Khan;
Page : 106-110
Keywords : Customer satisfaction; Customer retention; Customer loyalty;
The purpose of this study is to examine the importance of future customer\\\\\\\'s relationship using customer satisfaction, and customer retention on customer loyalty in telecom industry of Pakistan. Questionnaires were distributed through electronic mail and self administered for data collection and regression analysis was used. The results show that customer satisfaction has significant while customer retention has insignificant impact on customer loyalty. The implications of the study are that a company should better manage their relationships with the customers as a competitive policy in mobile telephone marketplace. The weak side of the study is that it is limited to a single industry of mobile telecommunication.
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