Customer retention: investigating the dimensions in telecommunication industry

• Main Author: Gui, Jin Kiant
• Format: Thesis
• Language: English
• Published: Universiti Malaysia Sarawak, (UNIMAS) 2013
• Subjects: H Social Sciences (General); T Technology (General)
• Online Access: http://ir.unimas.my/id/eprint/9075/1/Gui.pdf; http://ir.unimas.my/id/eprint/9075/

This paper aims to investigate the relationship between factors affecting customer retention in the telecommunication industry. Customer satisfaction, customer trust and service quality are three identified factors affecting customer retention in the industrj Convenience sampling technique used to...