Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)

This paper seeks to confirm underlying components of Customer Retention Strategy in mobile phone services. The study adopted structural equation modeling to analyze the factors that constitute customer retention strategy. The study utilized 250 valid questionnaires administered to respondents at the...

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Main Authors:	Othman, Anwar Hasan Abdullah, Is’ haq, Amandu Yassin
Format:	Article
Language:	English
Published:	Global Journals Inc. (USA) 2015
Subjects:	HD2321 Industry
Online Access:	http://irep.iium.edu.my/67701/ http://irep.iium.edu.my/67701/ http://irep.iium.edu.my/67701/1/67701%20-%20Components%20of%20Customer%20Retention%20Strategy.pdf

id	iium-67701
recordtype	eprints
spelling	iium-677012018-12-06T08:41:07Z http://irep.iium.edu.my/67701/ Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem) Othman, Anwar Hasan Abdullah Is’ haq, Amandu Yassin HD2321 Industry This paper seeks to confirm underlying components of Customer Retention Strategy in mobile phone services. The study adopted structural equation modeling to analyze the factors that constitute customer retention strategy. The study utilized 250 valid questionnaires administered to respondents at the International Islamic University Malaysia, Kuala Lumpur. Random sampling with the basic criteria of respondents being 18 years and above using mobile phone services was adopted. The respondents included University staff academic and non- academic, students of various levels ranging from bachelor’s, through master’s and doctor of philosophy in various faculties and departments. The study found out that relational investment, solidarity, customer trust and satisfaction are key components of Customer Retention Strategy. The components explain 62% variance in the Customer Retention Strategy. Global Journals Inc. (USA) 2015 Article PeerReviewed application/pdf en http://irep.iium.edu.my/67701/1/67701%20-%20Components%20of%20Customer%20Retention%20Strategy.pdf Othman, Anwar Hasan Abdullah and Is’ haq, Amandu Yassin (2015) Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem). Global Journal of Management and Business Research: E Marketing, 15 (3). pp. 18-28. ISSN 0975-5853 E-ISSN 2249-4588 https://journalofbusiness.org/index.php/GJMBR/article/view/1723
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HD2321 Industry
spellingShingle	HD2321 Industry Othman, Anwar Hasan Abdullah Is’ haq, Amandu Yassin Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
description	This paper seeks to confirm underlying components of Customer Retention Strategy in mobile phone services. The study adopted structural equation modeling to analyze the factors that constitute customer retention strategy. The study utilized 250 valid questionnaires administered to respondents at the International Islamic University Malaysia, Kuala Lumpur. Random sampling with the basic criteria of respondents being 18 years and above using mobile phone services was adopted. The respondents included University staff academic and non- academic, students of various levels ranging from bachelor’s, through master’s and doctor of philosophy in various faculties and departments. The study found out that relational investment, solidarity, customer trust and satisfaction are key components of Customer Retention Strategy. The components explain 62% variance in the Customer Retention Strategy.
format	Article
author	Othman, Anwar Hasan Abdullah Is’ haq, Amandu Yassin
author_facet	Othman, Anwar Hasan Abdullah Is’ haq, Amandu Yassin
author_sort	Othman, Anwar Hasan Abdullah
title	Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_short	Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_full	Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_fullStr	Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_full_unstemmed	Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)
title_sort	components of customer retention strategy in mobile telephone industry in malaysia: structural equation modeling (sem)
publisher	Global Journals Inc. (USA)
publishDate	2015
url	http://irep.iium.edu.my/67701/ http://irep.iium.edu.my/67701/ http://irep.iium.edu.my/67701/1/67701%20-%20Components%20of%20Customer%20Retention%20Strategy.pdf
first_indexed	2023-09-18T21:36:06Z
last_indexed	2023-09-18T21:36:06Z
_version_	1777412830555799552

Components of customer retention strategy in mobile telephone industry in Malaysia: structural equation modeling (Sem)

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