A RELATIONAL STUDY ON SERVICE QUALITY, SWITCHING COST, TRUST, CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE CONTEXT OF GRAMEENPHONE

Submitted by : Masud Parvez
April 28, 2005

Executive Summery
This research intends to investigate the relationships of service quality, switching cost and trust with customer satisfaction and customer loyalty in GrameenPhone, the leading GSM mobile telephony system in Bangladesh. It is a correlation study which measures the correlation among the study variables such as service quality, switching cost, trust, customer satisfaction, and customer loyalty. The sample for this study was the subscribers of Grammeen phone visiting the customer care. The researcher distributed 101 questionnaires among the respondents. Collected data were analyzed by using the SPSS version 11.1. Correlation analysis, stepwise regression and entered regression were performed to asses the hypothesis. The correlation analysis provided full support to prove almost all the hypothesis but the step and entered regression provided partial support to the hypothesis.

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Artikel Lengkap dikompilasi oleh/ HUBUNGI :

Kanaidi, SE., M.Si  (Penulis “Buku Dasar-Dasar PERIKLANAN”, Service Quality and Motivation Trainer, Dosen Marketing Management,  Praktisi Bisnis)

email : kanaidi@yahoo.com atau kanaidi963@gmail.com atau kanaidi@poltekpos.ac.id

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