文章基本信息

标题：Factors Contributing to Customer Loyalty Towards Telecommunication Service Provider
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作者：Salmiah Mohamad Amin ; Salmiah Mohamad Amin ; Ungku Norulkamar Ungku Ahmad 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2012
卷号：40
页码：282-286
DOI：10.1016/j.sbspro.2012.03.192
语种：English
出版社：Elsevier
摘要：AbstractThe study aims to determine contributing factors to customer loyalty towards telecommunication service provider in Malaysia. Data were collected from 185 telecommunication users among university students using self-administered questionnaire. The findings indicated that there is a positive relationship between switching cost, trust, corporate image and perceived service quality with customer loyalty. Perceived service quality was found to be the most critical factor in affecting user's customer loyalty.
关键词：Customer loyalty;Telecommunication service;Perceived service quality;Switching cost