An empirical examination of customer retention in mobile telecommunication services in Australia

Bhatti, H, Abareshi, A and Pittayachawan, S 2016, 'An empirical examination of customer retention in mobile telecommunication services in Australia', in International Joint Conference on e-Business and Telecommunications, Lisbon, Portugal, 26-28 July 2016, pp. 72-77.


Document type: Conference Paper
Collection: Conference Papers

Title An empirical examination of customer retention in mobile telecommunication services in Australia
Author(s) Bhatti, H
Abareshi, A
Pittayachawan, S
Year 2016
Conference name International Joint Conference on e-Business and Telecommunications
Conference location Lisbon, Portugal
Conference dates 26-28 July 2016
Proceedings title International Joint Conference on e-Business and Telecommunications
Publisher Scitepress
Place of publication Lisbon, Portugal
Start page 72
End page 77
Total pages 6
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 wi ll 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.
Subjects Information Systems Management
Keyword(s) Service Quality
Customer Satisfaction
Customer Retention
UTAUT2
ECT
Customer Experience.
ISBN 9789897581960
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Created: Wed, 28 Sep 2016, 09:54:00 EST by Catalyst Administrator
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