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Title: Customer loyalty intentions in indian mobile and broadband internet services
Researcher: Rajeswari, Murugan
Guide(s): Rajendran, G
Keywords: Broadband internet services
Customer loyalty
Mobile services
Upload Date: 21-Aug-2014
University: Anna University
Completed Date: 01/11/2013
Abstract: The private operators entered into the telecom sector through paging service and value added services in 1992 Taking advantage of the liberal economic environment the telecom sector has undergone a dramatic change in the growth of the telephone subscriptions leading to inclusive development in the country The study has found satisfaction perceived service quality trust and affective commitment to be the key drivers of loyalty The study suggests appropriate loyalty strategies to the service providers from the customers perspective based on the findings The study has deployed the behavioral attitudinal and relational approach to measure loyalty The relational approach has been incorporated into the study by measuring trust based commitment leading to favorable behavior and attitude of the customer in reinforcing loyalty This attempt adds value to the marketing literature
Pagination: xxvii, 274p.
Appears in Departments:Faculty of Management Studies

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02_certificates.pdf2.25 MBAdobe PDFView/Open
03_abstract.pdf11.99 kBAdobe PDFView/Open
04_acknowledgement.pdf6.02 kBAdobe PDFView/Open
05_contents.pdf53.85 kBAdobe PDFView/Open
06_chapter1.pdf288.34 kBAdobe PDFView/Open
07_chapter2.pdf70.69 kBAdobe PDFView/Open
08_chapter3.pdf76.38 kBAdobe PDFView/Open
09_chapter4.pdf700.42 kBAdobe PDFView/Open
10_chapter5.pdf68.21 kBAdobe PDFView/Open
11_appendix.pdf48.47 kBAdobe PDFView/Open
12_references.pdf68.08 kBAdobe PDFView/Open
13_publications.pdf5.44 kBAdobe PDFView/Open
14_vitae.pdf5.71 kBAdobe PDFView/Open

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