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

Anwar Hasan Abdullah Othman

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

Anwar Hasan Abdullah Othman * §

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International Islamic University Malaysia

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

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Abstract

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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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.

Data Availability

Not applicable for this article.

How to Cite This Article

Anwar Hasan Abdullah Othman. 2015. "Components of Customer Retention Strategy in Mobile Telephone Industry in Malaysia: Structural Equation Modeling (Sem)". 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

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

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Classification

GJMBR-E Classification JEL Code: M39

Submission ReceivedFebruary 6, 2015
Peer Review Double Blind
Handling Editor
Accepted March 5, 2015
Published March 15, 2015

Version of record

v1.2

Issue date

April 6, 2015

Language

English

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Article Matrices

Total Score: 169

Country: United Arab Emirates

Subject: Global Journal of Management and Business Research

Authors: Anwar Hasan Abdullah Othman, Amandu Yassin Isahaq (PhD/Dr. count: 0)

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Publish Date: 2015 03, Sun

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