Factors affecting customer loyalty in the telecommunications industry in the Klang Valley, Malaysia

• Main Authors: Wong, Foong Yee, Chew, Soo Ling, Loh, Kian Leong
• Format: Article
• Language: English
• Published: Universiti Putra Malaysia Press 2015
• Online Access: http://psasir.upm.edu.my/id/eprint/13065/1/08%20JSSH%20Vol%2023%20%28S%29%20Jan%202015_pg117-130%20%28JSSH-1230-2014%29.pdf; http://psasir.upm.edu.my/id/eprint/13065/; http://www.pertanika.upm.edu.my/Pertanika%20PAPERS/JSSH%20Vol.%2023%20%28S%29%20Jan.%202015/08%20JSSH%20Vol%2023%20%28S%29%20Jan%202015_pg117-130%20%28JSSH-1230-2014%29.pdf

A vital factor in the growth and performance of a company in the current highly competitive telecommunications industry is the development and enhancement of customer loyalty. Although several studies in the past have helped explain the influence of some significant variables for loyalty, not many s...