期刊名称：European Journal of Business and Social Sciences
印刷版ISSN：2235-767X
出版年度：2013
卷号：2
期号：7
页码：136-160
出版社：European Society of Business and Social Sciences
摘要：Quality service has become very important in customer retention in the mobile telephony industry. With the influx of more mobile network providers, customers has become more have become very complex in making of decision as regard which service or product to enjoy. The study has been under taken to find out whether quality service has a relationship with customer retention and whether there is interplay between customer satisfaction and retention. Questionnaires were drawn purposively from 134 respondents from University of Ghana, Legon main hall and Ministry of Communication who were made of Vodafone prepaid users. The study revealed that there is a relationship between quality service and satisfaction while customer satisfaction to large extent influences customer retention. These findings hold implication for industry operators on key areas to pay attention to in order to improve customer satisfaction so as to guarantee customer retention.
关键词：Customer Retention; Customer Satisfaction;Customer Loyalty; Service Quality
