Components of Customer Retention Strategy in Mobile Telephone Industry in Malaysia: Structural Equation Modeling (Sem)

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Anwar Hasan Abdllah Othman
Anwar Hasan Abdllah Othman
2
Anwar Hasan Abdullah Othman
Anwar Hasan Abdullah Othman
3
Amandu Yassin Isahaq
Amandu Yassin Isahaq
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This paper seeks to confirm underlying components of Customer Retention Strategy in mobile phone services. The study adopted structural equation modeling to analyze the factors that constitute customer retention strategy. The study utilized 250 valid questionnaires administered to respondents at the International Islamic University Malaysia, Kuala Lumpur. Random sampling with the basic criteria of respondents being 18 years and above using mobile phone services was adopted. The respondents included University staff academic and nonacademic, students of various levels ranging from bachelor’s, through master’s and doctor of philosophy in various faculties and departments. The study found out that relational investment, solidarity, customer trust and satisfaction are key components of Customer Retention Strategy. The components explain 62% variance in the Customer Retention Strategy.

Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

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Not applicable for this article.

Anwar Hasan Abdllah Othman. 2015. \u201cComponents of Customer Retention Strategy in Mobile Telephone Industry in Malaysia: Structural Equation Modeling (Sem)\u201d. Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 15 (GJMBR Volume 15 Issue E3): .

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GJMBR Volume 15 Issue E3
Pg. 19- 27
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Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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GJMBR-E Classification: JEL Code: M39
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v1.2

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April 6, 2015

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English

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This paper seeks to confirm underlying components of Customer Retention Strategy in mobile phone services. The study adopted structural equation modeling to analyze the factors that constitute customer retention strategy. The study utilized 250 valid questionnaires administered to respondents at the International Islamic University Malaysia, Kuala Lumpur. Random sampling with the basic criteria of respondents being 18 years and above using mobile phone services was adopted. The respondents included University staff academic and nonacademic, students of various levels ranging from bachelor’s, through master’s and doctor of philosophy in various faculties and departments. The study found out that relational investment, solidarity, customer trust and satisfaction are key components of Customer Retention Strategy. The components explain 62% variance in the Customer Retention Strategy.

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Components of Customer Retention Strategy in Mobile Telephone Industry in Malaysia: Structural Equation Modeling (Sem)

Anwar Hasan Abdullah Othman
Anwar Hasan Abdullah Othman
Amandu Yassin Isahaq
Amandu Yassin Isahaq

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