Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
How to Promote Customer Loyalty of Chinese Mobile Telecom Operator: Case Study of China Mobile
Blekinge Institute of Technology, School of Management.
Blekinge Institute of Technology, School of Management.
Blekinge Institute of Technology, School of Management.
2009 (English)Independent thesis Advanced level (degree of Master (One Year))Student thesis
Abstract [en]

Customer loyalty has been investigated in years, and its importance to corporate is understood by managers. The purpose of this paper is to find out what kinds of specific and concrete operational factors have an important impact on Chinese mobile telecom customer loyalty. Firstly, a model was established to represent the relationship between customer loyalty and its influencing factors (customer satisfaction, perceived quality, customer value, switching cost and corporate image). 11 specific and concrete operational factors were found according to Chinese mobile telecom industry which were never been studied by the pre-researchers. Secondly, a survey of questionnaire has been conducted which help to found out that the 9 factors (call quality, coverage of area, SMS quality, the convenience and reliability of Inquiring phone fee system, service quality of service center and hotline, rating price of given quality, customer’s worry of troubles after change cell phone number, social responsibility, advertisements about corporate image) have an important impact on customer loyalty on Chinese mobile telecom industry. Thirdly, separating these 9 factors into 3 groups through investigate the performance of customer loyalty in China Mobile. At last, some recommendations were given to China Mobile

Place, publisher, year, edition, pages
2009. , 59 p.
Keyword [en]
customer loyalty, customer satisfaction, perceived quality, customer value, switching cost, corporate image, Chinese mobile telecom industry, China Mobile
National Category
Business Administration
Identifiers
URN: urn:nbn:se:bth-1193Local ID: oai:bth.se:arkivex3DAE4FB1399CD1E8C125765F0044A7C5OAI: oai:DiVA.org:bth-1193DiVA: diva2:828356
Uppsok
Social and Behavioural Science, Law
Supervisors
Available from: 2015-05-22 Created: 2009-10-30 Last updated: 2015-06-30Bibliographically approved

Open Access in DiVA

fulltext(503 kB)629 downloads
File information
File name FULLTEXT01.pdfFile size 503 kBChecksum SHA-512
8222cc87ae2cd8ec0e6931d2cf879c2c6310380b7b0eb948b95b297edace9fe66e40d9d4512036dc9551036d6e81aae8dcda6f8dfbecf6441b0190192f52266a
Type fulltextMimetype application/pdf

By organisation
School of Management
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 629 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 152 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf