TITLE

The Effect of Customer Satisfaction upon Customer Retention in the Jordanian Mobile Market: An Empirical Investigation

AUTHOR(S)
Alshurideh, Muhammad; Masa'deh, Ra'ed; Alkurdi, Barween
PUB. DATE
April 2012
SOURCE
European Journal of Economics, Finance & Administrative Sciences;Apr2012, Issue 47, p69
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This study is mainly intended to ascertain the extent to which customer satisfaction affects customer retention among the major three cellular phone companies in the Jordanian mobile sector, which are Zain, Orange and Umnia. Measuring the relationship between customer satisfaction and retention is insufficient without studying the main causes of customer satisfaction. Thus, the study also measures customer satisfaction with various aspects: the effect of customer-supplier relationship duration on customer satisfaction, and customer satisfaction with varieties of mobile phone services provided to users and call centre services. The study employed a quantitative method to test the study hypothesis and collect surveys from Jordanian mobile users. 500 questionnaires were distributed with a response rate of 72.8%. A Chi-Square test was used to test the study's hypothesis. The study found that customer satisfaction does affect customer retention in the Jordanian mobile behaviour setting. This result is supported, and the study also found a direct relationship between customer-supplier relationship duration and customer satisfaction. Various mobile services provided directly to mobile users as well as services provided by call centres also affect customer satisfaction and contribute essentially to customer retention. Further explanation has been presented in this paper and is supported by some significant concluding remarks and recommendations.
ACCESSION #
79302042

 

Related Articles

  • The Impact of eCRM on Loyalty and Retention of Customers in Iranian Telecommunication Sector. Khaligh, Alireza Abdolhossemi; Miremadi, Alireza; Aminilari, Mansoor // International Journal of Business & Management;Jan2012, Vol. 7 Issue 2, p150 

    The research approach is to appraise the impact of electronic customer relationship management in creating loyalty and retention of customers in Iran mobile telecommunication sector. 200 customers who use Iranian mobile telecom operators' services (Hanirah-e Avval , Irancell, and Taliya) have...

  • CUSTOMER PERCEPTIONS OF SOUTH AFRICAN CELLULAR NETWORK OPERATORS. MAHARAJ, MANDUSHA // Indian Journal of Economics & Business;Aug2012, Vol. 11 Issue 2, p455 

    Mobile phones have become part and parcel of the telecommunication landscape in South Africa generating access to 92% of the population. The three cellular network operators engage incontinuous development of mobile phone products and services to increase the average revenue per user (ARPU)....

  • Mobile Space at the Cusp of Revolution. Kumar, Rajiv // Siliconindia;Aug2010, Vol. 13 Issue 8, p26 

    The article discusses the industrial revolution of mobile devices. It says that RockeTalk mobile application allow users, who are looking for interaction and live entertainment, to express themselves by using accessible and familiar medium. It mentions that the launch of 3G networks in India...

  • CELLULAR PHONES: THE HUB OF MODERN COMMUNICATION - AN ANALYTICAL STUDY. RAMA, A.; MATHUMITHA, S. // International Journal of Research in Commerce, IT & Management;Feb2013, Vol. 3 Issue 2, p78 

    The communication process is complete once the receiver has understood the sender. The information technology has been successful in building a super high way for communication and people resort to more advanced communication strategies like fax, e-mail, and cellular phones. Telecommunication...

  • Potential moderators of the link between rate plan suitability and customer tenure: A case in the Canadian mobile telecommunications industry. Ken Kwong-Kay Wong // Journal of Database Marketing & Customer Strategy Management;Jun2009, Vol. 16 Issue 2, p64 

    In the competitive wireless telecommunications market, customer retention has become a priority to many carriers, as they face high customer acquisition cost and high churn rate. Prior literature has found that wireless customers often subscribe to inappropriate rate plans, and thus overpay for...

  • Get ready for multimegabit mobility. Johnson, Johna Till // Network World;9/3/2007, Vol. 24 Issue 34, p18 

    The article shares the author's insights regarding the growth in wireless data services industry. According to the author, wireless data technologies seem to arrive every decade without managing to have significant implications on several groups of users. It cites that various research...

  • UTICAJ INICIJALNOG VREMENA AKTIVACIJE SERVISA NA ZADOVOLJSTVO KORISNIKA USLUGA. Kuč, Harun; Kuč, Adnan // Proceedings on Maintenance;jun2014, p337 

    Increasing the level of competition inside the telecommunications sector forcing telecom operators to increasingly recognize and accept the fact that the retention of existing customers much more profitable than attracting new ones. Therefore, the retention of existing customers is increasingly...

  • The future is now in customers' minds. Lemon, Katherine N.; White, Tiffany Barnett; Winer, Russell S. // Marketing News;1/7/2002, Vol. 36 Issue 1, p18 

    The article discusses the report "Dynamic customer relationship management: Incorporating future considerations into the service retention decision," by Katherine N. Lemon, Tiffany Barnett White and Russell S. Winer, published in the January 2002 issue of the "Journal of Marketing". The authors...

  • THE ROLE OF E-MARKETING FRONT END APPLICATIONS ON CUSTOMER RETENTION: EVIDENCE FROM JORDAN. QTEISHAT, MAZEN KAMAL; ALSHIBLY, HAITHAM HMOUD; ALZUBI, KHALID N. // Journal of Theoretical & Applied Information Technology;8/102015, Vol. 78 Issue 1, p109 

    E-marketing front-end applications have become an important consideration for bolstering customer relationship management, customer satisfaction, and customer loyalty. Even though front-end applications are important models examining how these variables contribute to customer retention has not...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics