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ISSN Approved Journal No: 2456-3315 | Impact factor: 8.14 | ESTD Year: 2016
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Impact Factor : 8.14
Issue per Year : 12
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| Paper Title: | DETERMINANTS OF CUSTOMER LOYALTY AMONG GSM USERS IN THE SOUTH-EASTERN NIGERIA. |
| Authors Name: | OTIKA UDOKA STEPHEN , EJIOFOR HAPPINESS ULOMA , UCHE DICKSON BEN , EKE CHUKWUMA NNATE |
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IJRTI_170331
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| Published Paper Id: | IJRTI1706039 |
| Published In: | Volume 2 Issue 6, June-2017 |
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| Abstract: | Abstract This study focuses on the determinants of customer loyalty among GSM users in the South-Eastern Nigeria. Most of the studies on customer loyalty in the Nigerian GSM market are alien to South-Eastern Nigeria. The main objective of this study is to empirically inquire the factors that influence customer loyalty in the Nigerian GSM market. The study adopted survey research design and the population of study is the mobile phone users in Ebonyi State. Quota sampling method was employed while the sample size was determined using survey systems formula. Questionnaire was employed as the research instrument and the reliability test was achieved using split-half method. Factor analysis was used for data reduction and multiple regressions were employed to test the hypotheses. The findings revealed that trust, customer satisfaction, corporate image, service quality, network coverage have significant effect on customer loyalty with customer satisfaction as the strongest predictor of customer loyalty in the Nigerian GSM market. In addition, prompt customer service was seen to have no significant effect on customer loyalty. It was recommended that GSM service providers should focus more on customer satisfaction, trust, corporate image, service quality, and network coverage in order to build sustainable relationship with their customers as to become very competitive. Also, attention should be paid on providing quality customer care service elements. |
| Keywords: | KEYWORDS: Customer Loyalty, Global System for Mobile Telecommunication Market, South-Eastern Nigeria. |
| Cite Article: | "DETERMINANTS OF CUSTOMER LOYALTY AMONG GSM USERS IN THE SOUTH-EASTERN NIGERIA.", International Journal of Science & Engineering Development Research (www.ijrti.org), ISSN:2455-2631, Vol.2, Issue 6, page no.188 - 197, June-2017, Available :http://www.ijrti.org/papers/IJRTI1706039.pdf |
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2456-3315 | IMPACT FACTOR: 8.14 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.14 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
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Published Paper ID: IJRTI1706039
Registration ID:170331
Published In: Volume 2 Issue 6, June-2017
DOI (Digital Object Identifier):
Page No: 188 - 197 Country: ABAKALIKI, EBONYI STATE, NIGERIA Research Area: Management Publisher : IJ Publication Published Paper URL : https://www.ijrti.org/viewpaperforall?paper=IJRTI1706039 Published Paper PDF: https://www.ijrti.org/papers/IJRTI1706039 |
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ISSN: 2456-3315
Impact Factor: 8.14 and ISSN APPROVED,
Journal Starting Year (ESTD) : 2016
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