An empirical study on customer retention and customer loyalty

Samer Alhawari

International Journal of Information Systems and Change Management, 2015, vol. 7, issue 3, 183-202

Abstract: Customer loyalty is an essential concern for the telecommunication sector in modern customer processes. Therefore, customer retention processes and knowledge for customer are widely used in the competitive environment to achieve customer loyalty. The purpose of this paper is to suggest a model that defines how the combination between customer retention processes and knowledge for customer would achieve the customer loyalty. This paper adapts the quantitative research approach by using the survey strategy, which is conducted by a questionnaire collected from 193 people working in the management position of Jordanian telecommunication organisations. The researcher uses the Smart partial least square (PLS) as an analysis technique to test all hypotheses. The findings suggest that there is a positive effect of adapting the customer retention processes in improving the customer loyalty mediating by the knowledge for customer.

Keywords: customer retention; telecommunications industry; customer loyalty; Jordan; partial least squares; PLS; customer knowledge management. (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=73071 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijiscm:v:7:y:2015:i:3:p:183-202

Access Statistics for this article

More articles in International Journal of Information Systems and Change Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().