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IJSTR >> Volume 1 - Issue 2, March 2012 Edition



International Journal of Scientific & Technology Research  
International Journal of Scientific & Technology Research

Website: http://www.ijstr.org

ISSN 2277-8616



Impact of customer satisfaction and retention on customer loyalty

[Full Text]

 

AUTHOR(S)

Inamullah Khan

 

KEYWORDS

Customer satisfaction, Customer retention, Customer loyalty

 

ABSTRACT

The purpose of this study is to examine the importance of future customer\\\\\\\'s relationship using customer satisfaction, and customer retention on customer loyalty in telecom industry of Pakistan. Questionnaires were distributed through electronic mail and self administered for data collection and regression analysis was used. The results show that customer satisfaction has significant while customer retention has insignificant impact on customer loyalty. The implications of the study are that a company should better manage their relationships with the customers as a competitive policy in mobile telephone marketplace. The weak side of the study is that it is limited to a single industry of mobile telecommunication.

 

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