Modelling Customer Loyalty Among Mobile Telecommunication Users

The objective of this study is to understand the factors that can contribute to customer loyalty in telecommunication service provider in Malaysia. There is an intense competition between telecommunication industries in Malaysia that these industries are focusing on customer loyalty. 250 questionnaires were distributed but only 200 questionnaires are fully completed. The data were collected using a survey among 200 respondents from Kuala Lumpur and Selangor area. The data were analyzed using SPSS and the results show that there is a significant effect on customer satisfaction, switching cost, service quality and customer loyalty. However, there is no significant effect on corporate image and customer loyalty. The future implications and conclusions are discussed