The Impact of Customer Churn Factors (CCF) on Customer's Loyalty: The Case of Telecommunication Service Providers in Egypt

Hussein Moselhy Syead Ahmed
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Hussein Moselhy Syead Ahmed: Faculty of Commerce, Kafrelsheikh University, Kafr el-Sheikh, Egypt

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2019, vol. 10, issue 1, 48-70

Abstract: This article analyzes the impact of customer churn factors on improving the customer loyalty towards telecommunication service providers in Egypt. To accomplish this, a descriptive method is used. 1500 unique e-mails of customers of telecommunication service providers who have used telecommunication services of these providers were randomly selected. With a 25.6% response rate, the questionnaires were distributed through email and self-administered for data collection. Linear regression analysis was used on the responses. The results showed that there is a statistically significant relationship between customer churn factors and customer loyalty to improve factors and increase loyalty achievement to the telecommunication service providers in Egypt, The implications of the study are that the providers should better manage their relationships with the customers as a competitive policy in the telecommunication service marketplace. It can do that by customer churn management to decrease churn rate and increase customer loyalty.

Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:10:y:2019:i:1:p:48-70

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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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