Determinants of Customer Loyalty in Mobile Telecommunication Industry in Bangladesh

Md. Hafez; Naznin Akther

Determinants of Customer Loyalty in Mobile Telecommunication Industry in Bangladesh

Md. Hafez * §

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Naznin Akther

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Ahsanullah University of Science and Technology

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MBRZ4381

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Abstract

The objective of the study is to investigate the determinants of customer loyalty in telecom industry in Bangladesh. The study surveyed 200 telecom customers in Bangladesh from Dhaka city to determine the key determinants that significantly influence customer loyalty. Convenience sampling method was used to collect primary data. Several hypotheses have been extracted from the conceptual framework and are tested using One-way ANOVA, Multiple regression analysis. Findings of study showed that service quality, customer satisfaction, trust, corporate image have certain degree of relationship with customer loyalty but switching cost did not prove to have any significant relationship with customer loyalty. It is also shown that service quality is the most dominant determinant among four (4) significant determinants which mostly lead customer to use a particular telecom operator’s services repeatedly. The findings suggest that telecom operators should put more emphasis on improving service quality, customer satisfaction, trust, corporate image in order to increase loyalty among customers.

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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.

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Not applicable for this article.

How to Cite This Article

Md. Hafez, Naznin Akther. 2017. "Determinants of Customer Loyalty in Mobile Telecommunication Industry in Bangladesh". Global Journal of Management and Business Research - A: Administration & Management GJMBR-A Volume 17 (GJMBR Volume 17 Issue A1).

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GJMBR Volume 17 Issue A1

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

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Classification

GJMBR-A Classification JEL Code: M10

Submission ReceivedDecember 15, 2016
Peer Review Double Blind
Handling Editor
Accepted December 31, 2016
Published January 15, 2017

Version of record

v1.2

Issue date

March 7, 2017

Language

English

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Article Matrices

Total Score: 149

Country: Bangladesh

Subject: Global Journal of Management and Business Research

Authors: Md. Hafez, Naznin Akther (PhD/Dr. count: 0)

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