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Please use this identifier to cite or link to this item: http://ir.lib.stu.edu.tw:80/ir/handle/310903100/3213

Title: Research customer’s loyalty in mobile telecommunications in Tuyen Quang Province – A “ Switching barrier” approach
Research customer’s loyalty in mobile telecommunications in Tuyen Quang Province – A “ Switching barrier” approach
Authors: 黎俊德
Le Duc Tuan
Contributors: 經營管理研究所
李書政;楊晴安
Keywords: Mobile Telecommunications;service quality;switching barriers and customer loyalty
Mobile Telecommunications;service quality;switching barriers and customer loyalty
Date: 2013
Issue Date: 2013-05-24 16:44:52 (UTC+8)
Publisher: 高雄市:[樹德科技大學經營管理研究所]
Abstract:   This study with the prupose to explore the impact of service quality and other factors barriers to customer loyalty in the mobile telecommunications sector. Applied research model from the study of Kim et al (2004) on the relationship between service quality, switching barriers on customer loyalty.

  Research method used is quantitative research methods, research results data is processed with the help of software SPSS 18.0 with methods such as: descriptive statistics, scale testing and analysis explore factors, regression analysis and correlation, analysis of variance.

  Research results show that there are six factors include (1) The quality of the call, (2) the attractiveness of alternative services; (3) attitudes of service and compare quality; (4) switching losses; (5) convenience; (6) easy procedures. In wich the factors service attitude and quality comparison negatively influence customer loyalty. Research results also suggest recommendations to improve customer loyalty for mobile services.

  Finally the study also indicated the limitations and future research directions.
Appears in Collections:[經營管理研究所] 博碩士論文

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