Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)

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...

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Main Authors: Othman, Anwar Hasan Abdullah, Is’ haq, Amandu Yassin
Format: Article
Language:English
Published: Global Journals Inc. (USA) 2015
Subjects:
Online Access:http://irep.iium.edu.my/67701/1/67701%20-%20Components%20of%20Customer%20Retention%20Strategy.pdf
http://irep.iium.edu.my/67701/
https://journalofbusiness.org/index.php/GJMBR/article/view/1723
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Institution: Universiti Islam Antarabangsa Malaysia
Language: English
id my.iium.irep.67701
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spelling my.iium.irep.677012018-12-06T08:41:07Z http://irep.iium.edu.my/67701/ Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem) Othman, Anwar Hasan Abdullah Is’ haq, Amandu Yassin HD2321 Industry 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 non- academic, 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. Global Journals Inc. (USA) 2015 Article PeerReviewed application/pdf en http://irep.iium.edu.my/67701/1/67701%20-%20Components%20of%20Customer%20Retention%20Strategy.pdf Othman, Anwar Hasan Abdullah and Is’ haq, Amandu Yassin (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, 15 (3). pp. 18-28. ISSN 0975-5853 https://journalofbusiness.org/index.php/GJMBR/article/view/1723
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
topic HD2321 Industry
spellingShingle HD2321 Industry
Othman, Anwar Hasan Abdullah
Is’ haq, Amandu Yassin
Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
description 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 non- academic, 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.
format Article
author Othman, Anwar Hasan Abdullah
Is’ haq, Amandu Yassin
author_facet Othman, Anwar Hasan Abdullah
Is’ haq, Amandu Yassin
author_sort Othman, Anwar Hasan Abdullah
title Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_short Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_full Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_fullStr Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_full_unstemmed Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_sort components of customer retention strategy in mobile telephone industry in malaysia: structural equation modeling (sem)
publisher Global Journals Inc. (USA)
publishDate 2015
url http://irep.iium.edu.my/67701/1/67701%20-%20Components%20of%20Customer%20Retention%20Strategy.pdf
http://irep.iium.edu.my/67701/
https://journalofbusiness.org/index.php/GJMBR/article/view/1723
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