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Authors: Hassan Shakil Bhatti ; Ahmad Abareshi and Siddhi Pittayachawan

Affiliation: RMIT University, Australia

Keyword(s): Service Quality, Customer Satisfaction, Customer Retention, UTAUT2, ECT, Customer Experience.

Related Ontology Subjects/Areas/Topics: B2C/B2B Considerations ; Business and Social Applications ; Business Performance ; Data Engineering ; Data Management and Quality ; Demonstrators and Applications ; e-Business ; Enterprise Engineering ; Enterprise Information Systems ; Information Quality ; Logistics ; Methods and Algorithms ; Modeling and Frameworks ; Platforms and Architectures ; Software Agents and Internet Computing ; Technologies and Tools

Abstract: The service quality has an impact on customer satisfaction and retention. From Telecommunication annual reports it has been investigated that there are service quality issues due to high complaints in Australia and it can affect end customers and businesses (TIO, 2013, ACMA, 2013). Factors such as behavioural intention which leads to customer intention to repurchase the service are measured through the Unified Theory of Acceptance and Use of Technology (UTAUT2), Marketing Mix Theory and Expectation Confirmation Theory (ECT). Similarly, researchers have studied the habit, hedonic motivation, customer satisfaction, customer experience, marketing mix factors relationship by empirical testing. There has been very little research in the area of customer retention in mobile telecommunication services. Drawing upon theories of marketing mix, ECT and UTAUT2, this study aims to determine what factors affect customer retention in mobile telecommunication services in Australia. Data gathering w ill be done through online surveys from Australian consumers. Quantitative data analysis techniques, structural equation modelling (SEM) will be used for data analysis. This study will contribute to the customer retention literature through a theoretical framework that shows how the customer retention can be generated in mobile telecommunication services. Additionally, this study will help businesses to have understanding of how to retain their customers which will result in higher business revenues. (More)

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Paper citation in several formats:
Bhatti, H.; Abareshi, A. and Pittayachawan, S. (2016). An Empirical Examination of Customer Retention in Mobile Telecommunication Services in Australia. In Proceedings of the 13th International Joint Conference on e-Business and Telecommunications (ICETE 2016) - ICE-B; ISBN 978-989-758-196-0; ISSN 2184-3236, SciTePress, pages 72-77. DOI: 10.5220/0005951900720077

@conference{ice-b16,
author={Hassan Shakil Bhatti. and Ahmad Abareshi. and Siddhi Pittayachawan.},
title={An Empirical Examination of Customer Retention in Mobile Telecommunication Services in Australia},
booktitle={Proceedings of the 13th International Joint Conference on e-Business and Telecommunications (ICETE 2016) - ICE-B},
year={2016},
pages={72-77},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005951900720077},
isbn={978-989-758-196-0},
issn={2184-3236},
}

TY - CONF

JO - Proceedings of the 13th International Joint Conference on e-Business and Telecommunications (ICETE 2016) - ICE-B
TI - An Empirical Examination of Customer Retention in Mobile Telecommunication Services in Australia
SN - 978-989-758-196-0
IS - 2184-3236
AU - Bhatti, H.
AU - Abareshi, A.
AU - Pittayachawan, S.
PY - 2016
SP - 72
EP - 77
DO - 10.5220/0005951900720077
PB - SciTePress