Mobile Telecommunication Customer Loyalty in Nigeria

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 costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translat

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Year of publication:	2012
Authors:	Bello, Olayiwola Wasiu
Publisher:	Hamburg : Diplomica Verlag
Subject:	Mobilkommunikation \| Mobile communications \| Nigeria \| Beziehungsmarketing \| Relationship marketing \| Konsumentenverhalten \| Consumer behaviour \| Telekommunikation \| Telecommunications \| Telekommunikationssektor \| Telecommunications industry \| Kundenzufriedenheit \| Customer satisfaction \| Kundenbindung \| Customer retention

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Extent:	Online-Ressource (71 p)
Type of publication:	Book / Working Paper
Language:	English
Notes:	Description based upon print version of record 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 andCustomer 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
ISBN:	978-3-8428-8473-1 ; 978-3-8428-3473-6 ; 978-3-8428-8473-1
Source:	ECONIS - Online Catalogue of the ZBW

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