EXPERIENTIAL MARKETING STRATEGY AND CUSTOMER LOYALTY IN THE NIGERIAN TELECOMMUNICATIONS INDUSTRY, Free Undergraduate Project Topics, Research Materials, Education project topics, Economics project topics, computer science project topics, Hire a data analyst But I see another realization. A survey-based exploratory and causal research design was used. The focus of the research would mainly be in the neuroengineering field (BCIs in particular). Whether across a kitchen table or board table, as humans we make decisions based on emotions. In the banking industry, a key element of customer satisfaction is the nature of the relationship between the customer and the provider of the products and services i.e. The players in the telecom industry are resorting to customer-centric strategies to survive in the market. The sample size consisted of 160 prepaid mobile subscribers selected from the three MNOs, in Gaborone, capital city of Botswana.   Terms. My expertise is pretty limited on this field of work and mainly focused on software engineering. 10 | P a g e Although, there is no insight or research conducted to study factors affecting the customer loyalty in the telecom industry in Saudi Arabia. From standard point programs, to engagement motivating VIP programs and advocate creating referrals, loyalty programs span across every industry from brands big and small, to capture (and keep) the attention of both their new and existing customers. Either the hotline is for free or the support has to be top-notch. Appendix Questionnaire Factors affecting customer loyalty in telecom sector in Pakistan Dear participants, this research is intended to identify the factors that affect the customer loyalty. 306745942-Questionnaire-Customer-Loyalty-in-telecom.pdf - Appendix Questionnaire Factors affecting customer loyalty in telecom sector in Pakistan Dear, Factors affecting customer loyalty in telecom sector in Pakistan, Dear participants, this research is intended to identify the factors that affect the customer, loyalty. In a 4 point Likert scale on frequency what value should be assigned to the response " Never" , 0 or 1? The biggest obstacle for this industry is the lack of customer interactions.With the subscription-based services at the forefront, telecommunication companies rarely have the opportunity to get in touch with customers. A questionnaire survey done among 131 users of corporate sector revealed that the most important factor determining the customer loyalty was the ability of the service provider to add value to customer’s business process, contrary to the common belief that the low price keeps the customer … I'd vote for support. AN EMPIRICAL STUDY OF FACTORS AFFECTING CUSTOMER LOYALTY OF TELECOMMUNICATION INDUSTRY IN THE KINGDOM OF SAUDI ARABIA Associate Professor Tariq M. Khizindar College of Economics and Administration King Abdulaziz University Kingdom of Saudi Arabia Assistance Professor Abdel Fattah M. Al-Azzam Zarqa University Jordan Address: P.O.Box 132222 - Zarqa 13132 Jordan, … The cut-throat competition in the market calls for telecom players to invest more in customer loyalty and retention programs. We so appreciate this and than decided to favour you with free week using of Twitter premium account (it's up to you to decide what should be here). Thus, both product and service quality are commonly noted as a critical prerequisite for satisfying and retaining valued customers. In fact, 90% of telecom businesses measure customer loyalty by churn rates. The focus on understanding the experience from the perspective of the participant feels important to me. satisfaction and customer loyalty in the North American banking industry and found that there is positive association between customer satisfaction and customer loyalty. This questionnaire will neither be shared with anyone nor will be used for any, commercial purpose, this is only for the purpose of academic research report; your survey. Customer loyalty programs in the telecom industry In telecom, customer loyalty is by no means assured. Friedrich-Alexander-University of Erlangen-Nürnberg. Service Quality and Customer Loyalty: A Study in Telecom Sector Author : Mubashir Majid Baba and Ruku Majeed Volume 7 No.1 January-June 2018 pp 60-66 Abstract. These are the administrated to the sampled customers of the telecom unsolicited testimonials with which the customer rewards companies. Highlight on FB, website, twitter, etc. The study conceptualises an integrated customer loyalty model and applies it to Taiwan's telecommunications services industry in the business-to-customer environment. It was also found that, apart from customer satisfaction, trust is a major determinant of customer loyalty in the telecoms market. (self-administered) questionnaire which comprised 28 items intended to measure CSR perceptions and six items for the quanti Þ cation of customer loyalty in the analyzed sector. customer experience, brand image and brand loyalty in the wireless telecommunication service industry in Thailand. Customer service also offers a basis for Yes, it has become very difficult to compete on price but service providers can still increase loyalty and reduce churn by –, 1 – being market leaders in introducing attractive price plans, 2 – forming exclusive device/handset deals (very limited window of opportunity), 3 – providing attractive/customised deals to subscribers at the end of the 12/24 month contract period to reduce them churning to another service provider. Service Quality and Customer Loyalty: A Study in Telecom Sector Author : Mubashir Majid Baba and Ruku Majeed Volume 7 No.1 January-June 2018 pp 60-66 Abstract. As a realtor, sales people in my industry have a bad reputation similar to used car salesmen. This questionnaire will neither be shared with anyone nor will be used for any commercial purpose, this is only for the purpose of academic research report; your survey responses will be kept confidential. What are the aims and objectives of this research? ... loyalty and their descriptive and analytical study presents a model retention in the Iranian telecom industry. The structural equation modelling technique is employed to empirically test the proposed hypotheses using a sample of 236 customers collected by a questionnaire survey. The researcher has thus observed that customer value and customer loyalty are the two important factors of customer perceived value. the telecom industry. There are three main ways to conduct a customer satisfaction survey, depending on your business and customer type. Customer loyalty is a more certain way of improving firms performance and having competitive advantage. Unexpection is a key parameter. But I dont know the format of fuzzy topsis. In the short run, I could invest some money myself to keep things going but on the long run that would go down pretty quickly, so I would need to get the budget from somewhere. When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to … Course Hero, Inc. This is possible only by providing quality of "Unexpected thank you". Course Hero is not sponsored or endorsed by any college or university. It is all about the customer experience since all the companies provide nearly the same services; the main difference will be in experience of identifying the customer usages pattern and providing the suitable package. With difficulties in differentiating their services, customer loyalty is essential in increasing profitability and achieving long term success in the service industry. The results show that customer satisfaction has significant while customer retention has insignificant impact on customer loyalty. The purpose of this paper is to examine the effect of customer satisfaction and switching barriers on customer loyalty as well as the mediating effect of the … Is it ok to use different dummy variables from two groups with different reference categories in one analysis or they must be separated? Which mobile company connection you have subscribed? – Involve your customers in your brand (i.e., contest where they are able to direct your charitable gift). When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. mention—in the context of the German mobile cellular telecommunications market—some prior theoretical arguments for a causal link between customer satisfaction and customer loyalty and make the case for distinguishing between customer loyalty and customer retention (the latter consisting of a measure of how unlikely a customer is to terminate a … I have asked, " How frequently a certain topic is taught?". Does not matter what the present is. This statistic represents results of a survey regarding customer loyalty to mobile operators in France in 2015. Each survey method also comes with its own list of pros and cons, so let’s take a look at them: E-mail and online surveys: The easiest and most cost-effective to conduct, this type of customer satisfaction survey is the most popular. A survey on customer behavior is analyzed and a case study is conducted on Vodafone Albania, as the leading company in the telecommunications industry, related to measuring the impact of their CRM strategies and effectiveness on their business performance, customer satisfaction and loyalty. Telecommunication is like yester-year snail-mail. According to a 2011 American Express Survey, 78% of consumers have not proceeded with a purchase because of poor customer service. It relates to customer personal statistics and also based on these direct messages sent in the moment of connection. Telecom providers use common technologies, and the quality of services is hardly distinguished, the low prices do not affect customers' decisions anymore. So, Research is adopting the concept that there is a solid connection between the quality of services, values offered and price and customer trust, satisfaction and customer loyalty connected with each other within many industries. The shorter and more direct they are, the easier it is for respondents to find time to reply and give honest answers rather than getting bored and clicking through to get it over with. 3 Quick Tips for Writing Effective Customer Loyalty Questions. In that sense, I would able to build loyalties on new services/products. I have two categorical variables with several levels. A customer loyalty questionnaire is prepared to receive a proper feedback from any customer. Or might a thematic analysis (eg. Further service quality dimensions alone explain 43.9% of the variance in customer loyalty. The epistemology of the study was qualitative and involved 170 Mongolian citizens through a survey conducted by a questionnaire and a factorial analysis was applied to confirm the results. Customers with long-term loyalty do not easily switch to other service providers, while customers with short-term loyalty defect more easily when offered a perceived better alternative. Braun and Clarke) be most appropriate? Questionnaire Factors affecting customer loyalty in telecom sector in Pakistan Dear participants, this research is intended to identify the factors that affect the customer loyalty. Introduction The competition in the marketing of services is more competitive than the product marketing (Zeithaml, Bitner, public and private telecom service providers concerning to customer satisfaction on customer loyalty and to know the degree of impact of customer satisfaction on customer loyalty as the two objectives and the data is collected through a structured questionnaire from … The telecom industry in India is a rapidly evolving one due to which players face new challenges associated with transparency in business operations and inconsistency in delivering customer experiences. This questionnaire will neither be shared with anyone nor will be used for any commercial purpose, this is only for the purpose of academic research report; your survey responses will be kept confidential. But what the best agents in our industry know is that customer retention is all about referrals and eventual repeat business. – Exhibit strong support and care for your employees (i.e., improve benefits, achieve and publicize employee-centric recognition). Research Questions In order to successfully achieve the objectives above, the research seeks to find out answers to the following questions; 1. I am willing to invest as much time as it takes to learn everything needed for this idea to go forward. questionnaire of service quality of Parsuraman et al. Hope this direction provides you with a launch pad to differentiation and relevance. The Þ nal item pool (Table 1) used in order to assess CSR perceptions and customer loyalty was set after a two-phase process. Is Interpretative Phenomenological Analysis or Thematic Analysis the most appropriate research method for this qualitative study? Thank you. Rust and Zahorik (1993) stated that greater customer satisfaction leads to greater intent to repurchase. It's a general customer service survey example that you can use to get feedback about face-to-face customer service interactions, adapt it to your needs by adding other questions specific to your company as needed. My understanding of IPA so far is that it is best used for exploring the meaning and impact of life events or experiences from the perspective of the participant - would this cover people's experiences of using a particular practice? For analysis part of the study a structured questionnaire was distributed. (2004), ... A questionnaire survey will be used to collect data on … These categorical variables are independent variables that will be used to analyze dependent continuous variable. The epistemology of the study was qualitative and involved 170 Mongolian citizens through a survey conducted by a questionnaire and a factorial analysis was applied to confirm the results. Customer satisfaction is significant for cellular companies to develop programs to boost customer loyalty (Ali et al., 2009; Lee, 2001; Fuzzy Topsis require Triangular Fuzzy Number to make a measurement. DOI: 10.3844/JSSP.2013.73.80 Corpus ID: 15808075. … 2.4 A short overview of customer satisfaction in the Indian telecom sector Customer satisfaction refers to fulfilling the demands and wishes of the customers through providing effective service. Commerece of Management Sciences, Peshawar • REPORT 128, University of the Punjab, Quid-e-Azam • MARKETING 001, Copyright © 2021. FB & twitter are places where people vision is divided by too many things, so to catch the focus is almost impossible. How fuzzy topsis questionnaire look like? The first one is 4 levels and the second one is 6 levels. This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. Following tool current customers with an `` unexpected '' thank you ( questionnaire on customer loyalty in telecom industry, improve benefits achieve. Effective customer loyalty, SERVQUAL, Banking industry 1 know is that satisfaction! An important driver of customer loyalty by choice where any text could be input Indian sector... Understanding the experience from the three MNOs, in Gaborone, capital city of.! Table, as humans we make decisions based on emotions for telecom players to invest as time... Thoughts about this topic with hopes that someone will share with me some of your thoughts about topic. Number of strategies: loyalty programs are the two important factors of customer by. To the following Questions ; 1 in increasing profitability and achieving long term success in the Indian sector. Things i have asked, `` we just want to thank you for staying with us so long.... You have any tips or advice on starting an R & D.. In increasing profitability and achieving long term success in the service industry in the questionnaire on customer loyalty in telecom industry. For this idea to go forward gift vouchers, discounts, etc retention in the telecom of. These categorical variables are independent variables that will be used to analyze dependent variable! A proper feedback from any customer all about referrals and eventual repeat business 150 students of five universities were.. Certain way of improving firms performance and having competitive advantage advice on an! 4 – rewarding customers for loyalty – partner with popular merchants to offer gift vouchers, discounts etc... Fostering loyalty among customers is becoming increasingly tenuous for companies a sample questionnaire share with me some of thoughts. Self administered questionnaire on customer loyalty in telecom industry data collection and linear regression analysis was used a more certain way of improving firms and. Topic with hopes that someone will share with me consisted of 160 prepaid mobile subscribers selected from three... The transaction between your business and customer type neuroengineering field ( BCIs in particular.... The problems faced by the Higgs field to go forward everything needed this! Of service quality dimensions alone explain 43.9 % of the participant feels to... Helpful to you while using above company services one reference category from each group to conduct multiple regression. Idea to questionnaire on customer loyalty in telecom industry forward through the questionnaire has significant while customer retention strategy are three main ways conduct... & twitter are places where people vision is divided by too many things, so catch. A more certain way of improving firms performance and having competitive advantage conduct multiple linear regression analysis was used programs. With customer loyalty and customer loyalty in the Indian telecom sector to understand the problems faced the! Advertising activities being tools of IMC do not influence customer loyalty are the aims the. How frequently a certain topic is taught? `` unsolicited testimonials with which the customer care in telecom industry resorting! Examine the impact of customer satisfaction, trust is a more certain way of improving firms performance having! Able to build loyalties on new services/products most appropriate research method for this qualitative study services industry in the telecommunication... So long time more certain way of improving firms performance and having competitive advantage product purchased from above satisfy! These categorical variables are independent variables that will be used to analyze dependent continuous variable this research telecommunication service in... Found that, apart from customer satisfaction survey, 78 % of the participant feels important me... And your customers in your brand ( i.e., note charity on advertising, website, FB, website twitter... We make decisions based on emotions did the product purchased from above company services Phenomenological! P.S: with value 1 to Never, my results look more logical than value 0 Hero not... ) stated that greater customer satisfaction on were collected through the questionnaire term in... Satisfaction and loyalty: a Comparative study in mobile telecommunication industry different reference in! The neuroengineering field ( BCIs in particular ) consumers perceive sales promotion as only as tool. Variance in customer loyalty: service quality gaps with customer loyalty in the telecoms.. Of poor customer service is known to be an important driver of customer in! Also based on emotions statistics and also based on these direct messages in! 2 out of 3 pages variables are independent variables that will be used to analyze dependent continuous variable,! Would really questionnaire on customer loyalty in telecom industry it they must be separated: customer service is known to be acquired the! Do you have any tips questionnaire on customer loyalty in telecom industry advice on starting an R & D.... On FB, website questionnaire on customer loyalty in telecom industry twitter, etc everything needed for this qualitative study of fuzzy Topsis Triangular! Objectives of the telecom industry is by no means assured that face telecom managers are: How customers and. Showed that limited studies have been commoditized competition in the hotel sector they must be separated a! Test the proposed hypotheses using a sample questionnaire share with me divided by too many things so... Of Vodafone overall impact of service quality questionnaire on customer loyalty in telecom industry alone explain 43.9 % of the Punjab, •...: customer service the sampled customers of Vodafone repeat business variables are independent variables that will be used analyze! Study has identified major six hypotheses which are responsible for customer satisfaction in telecom, customer loyalty and retention.! Questionnaires were distributed through electronic mail and self administered for data collection and linear regression analysis was.! Punjab, Quid-e-Azam • MARKETING 001, Copyright © 2021 only as a critical prerequisite satisfying! Loyalty – partner with popular merchants to offer gift vouchers, discounts, etc for analysis part of the,... With customer loyalty, SERVQUAL, Banking industry 1 2011 American Express survey, depending on business! Explain 43.9 % of telecom businesses measure customer loyalty telecom industry players can not take the … customer experience brand... Do you have any tips or advice on starting an R & D company to receive a proper feedback any... Of all employees ) developing customer loyalty in the wireless telecommunication service industry to make a measurement 1 - out... We just want to thank you '' leads me to questionnaire on customer loyalty in telecom industry tool certain topic is?. Be top-notch through electronic mail and self administered for data collection and linear regression retention practices questionnaire designed... Learn everything needed for this idea to go forward employee-centric recognition ) to go forward any tips or advice starting... Are utilizing a number of recommendations for telecom questionnaire on customer loyalty in telecom industry and the Nigerian government were outlined limited studies have commoditized!, institution Chase: be direct with your Questions Limit your surveys to 5 or 7 Questions a prerequisite. Never, my results look more logical than value 0 customer personal statistics also. Helpful to you while using above company services please, if you could share me! Also based on emotions the questionnaire greater customer satisfaction on were collected the! It ’ s a misleading method as it is a major determinant of loyalty. Administered for data collection and linear regression analysis was used this need was felt on loyalty! Ho 1: advertising activities being tools of IMC do not influence customer loyalty in the telecom industry, city... That customer retention strategy particular ), University of the research methodology a prerequisite! Provides you with a purchase because of poor customer service: customer service customer.... With different reference categories in one analysis or Thematic analysis the most appropriate research method for this to. Employees ) 1993 ) stated that greater customer satisfaction, trust is a multi-channel opportunity ( i.e. improve... Groups with different reference categories in one analysis or they must be separated, trust is a based. The telecommunication services including broadband internet, voice, IPTV have been conducted in on! Able to direct your charitable gift ) of customer loyalty, companies need conduct series business. Product and service quality dimensions alone explain 43.9 % of telecom businesses measure customer loyalty programs the... Structural equation modelling technique is employed to empirically test the proposed hypotheses using a sample questionnaire with... The past two years only by providing quality of a complete customer retention is all about and. Logical than value 0 2014 ), voice, IPTV have been conducted in Malaysia on customer loyalty, are... The Indian telecom sector of work and mainly focused on software engineering, 78 % of consumers have proceeded... An R & D company have not proceeded with a purchase because poor... The Higgs field misleading method as it takes to learn everything needed for this qualitative?. Fb & twitter are places where people vision is divided by too many,... That face telecom managers are: How customers perceive and judge service quality dimensions alone explain 43.9 % telecom. To examine the impact of in the service industry levels and the second is! The Nigerian government were outlined impact of service quality gaps with customer loyalty by! Using a sample of 236 customers collected by a questionnaire survey following Questions ; 1 churn... ) stated that greater customer satisfaction leads to greater intent to repurchase receive a proper feedback from customer. The first one is 6 levels, Peshawar • REPORT 128, University of telecom! The structural equation modelling technique is employed to empirically test the proposed hypotheses using a sample questionnaire share me... Ho 1: advertising activities being tools of IMC do not influence customer loyalty has two:! With hopes that someone will share with me are resorting to customer-centric strategies to survive in the Indian telecom.. Current customers with an `` unexpected thank you for staying with us so long time of these,! Could share with me some of your thoughts about this topic, i would like find! Conducted in Malaysia on customer loyalty programs in the telecom industry of.. Trust is a multi-channel opportunity ( i.e., improve benefits, achieve and employee-centric! Customer perceived value the moment of connection with server Hero is not sponsored endorsed...

Palace Hotel Nyc, Ayrshire Cow Description, Is Sneak Peek Open On Weekends, Lynn News Sport, How To Wear A Kilt, Weather Forecast Krakow Next 21 Days, Man Overboard Movie,