Customer service in the retention of mobile phone users in Nigeria

Oyeniyi · Omotayo · Abiodun Abolaji Joachim

95 citations0/0 files storedGlobal Journal of Business Management

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Customer churn and segmentation

Abstract

Customer service has received considerable attention in marketing literature. This paper attempts to find the relationship between customer service on customer retention in telecommunication industry in Nigeria. If retention is not managed, customer’s loyalty may be lost. This study examined the potential constructs in customer retention by investigating the chain of effects of retention from customer service, satisfaction, value and behavioural intention. The hypotheses are supported except that a higher level of customer satisfaction does not lead to customer loyalty

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References

1984A Service Quality Model and its Marketing Implications 1992A National Customer Satisfaction Barometer: The Swedish Experience 1990Zero defections: quality comes to services.1993The Antecedents and Consequences of Customer Satisfaction for Firms 1970Exit, Voice, and Loyalty 1996Services Marketing: Integrating Customer Focus Across the Firm 1993Customer satisfaction, customer retention, and market share 1993Loyalty-based management.

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2012A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective 2010An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan 2012The Determinants of Customer Loyalty in Nigeria’s GSM Market 2013Service Quality and Customer Satisfaction in the Cellular Telecommunication Service Provider in Malaysia 2010Exploring influencing factors for the selection of mobile phone service providers: A structural equational modeling (SEM) approach on Malaysian consumers

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