Customer retention: investigating the dimensions in telecommunication industry
This paper aims to investigate the relationship between factors affecting customer retention in the telecommunication industry. Customer satisfaction, customer trust and service quality are three identified factors affecting customer retention in the industrj Convenience sampling technique used to...
| Main Author: | |
|---|---|
| Format: | Thesis |
| Language: | English |
| Published: |
Universiti Malaysia Sarawak, (UNIMAS)
2013
|
| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/9075/ http://ir.unimas.my/id/eprint/9075/2/Gui.pdf |
| _version_ | 1848836488222998528 |
|---|---|
| author | Gui, Jin Kiant |
| author_facet | Gui, Jin Kiant |
| author_sort | Gui, Jin Kiant |
| building | UNIMAS Institutional Repository |
| collection | Online Access |
| description | This paper aims to investigate the relationship between factors affecting customer retention in the telecommunication industry. Customer satisfaction, customer trust and service quality are three identified factors affecting customer retention in the
industrj Convenience sampling technique used to collect the
the sample with 170 questionnaires was distributed to the target respondents. Pearson Coefficient Correlation and regression analysis utilized in order to
determine the relationship of the variables and the data analyzed using a computer software package -Statistical Package for Social Science (18.0). The finding confirmed
that the three factors have positive and significant relationship with customer retention.
From the finding also postulated that most significant variable that influences the variance in customer retention is service quality. |
| first_indexed | 2025-11-15T06:24:33Z |
| format | Thesis |
| id | unimas-9075 |
| institution | Universiti Malaysia Sarawak |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T06:24:33Z |
| publishDate | 2013 |
| publisher | Universiti Malaysia Sarawak, (UNIMAS) |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | unimas-90752025-05-05T07:33:02Z http://ir.unimas.my/id/eprint/9075/ Customer retention: investigating the dimensions in telecommunication industry Gui, Jin Kiant H Social Sciences (General) T Technology (General) This paper aims to investigate the relationship between factors affecting customer retention in the telecommunication industry. Customer satisfaction, customer trust and service quality are three identified factors affecting customer retention in the industrj Convenience sampling technique used to collect the the sample with 170 questionnaires was distributed to the target respondents. Pearson Coefficient Correlation and regression analysis utilized in order to determine the relationship of the variables and the data analyzed using a computer software package -Statistical Package for Social Science (18.0). The finding confirmed that the three factors have positive and significant relationship with customer retention. From the finding also postulated that most significant variable that influences the variance in customer retention is service quality. Universiti Malaysia Sarawak, (UNIMAS) 2013 Thesis NonPeerReviewed text en http://ir.unimas.my/id/eprint/9075/2/Gui.pdf Gui, Jin Kiant (2013) Customer retention: investigating the dimensions in telecommunication industry. Masters thesis, Universiti Malaysia Sarawak, (UNIMAS). |
| spellingShingle | H Social Sciences (General) T Technology (General) Gui, Jin Kiant Customer retention: investigating the dimensions in telecommunication industry |
| title | Customer retention: investigating the dimensions in telecommunication industry |
| title_full | Customer retention: investigating the dimensions in telecommunication industry |
| title_fullStr | Customer retention: investigating the dimensions in telecommunication industry |
| title_full_unstemmed | Customer retention: investigating the dimensions in telecommunication industry |
| title_short | Customer retention: investigating the dimensions in telecommunication industry |
| title_sort | customer retention: investigating the dimensions in telecommunication industry |
| topic | H Social Sciences (General) T Technology (General) |
| url | http://ir.unimas.my/id/eprint/9075/ http://ir.unimas.my/id/eprint/9075/2/Gui.pdf |