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

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 E-ISSN 2249-4588

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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 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.

Item Type:	Article (Journal)
Additional Information:	8713/67701
Uncontrolled Keywords:	relational investment, solidarity, confirmatory factor analysis, customer retention strategy, customer trust and satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD2321 Industry
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User:	Asst.Prof Anwar Hasan Abdullah Othman
Date Deposited:	06 Dec 2018 16:27
Last Modified:	06 Dec 2018 16:41
URI:	http://irep.iium.edu.my/id/eprint/67701

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