Home eBooks Download › customer loyalty in hong kongs

Customer Loyalty In Hong Kongs

Download Customer Loyalty In Hong Kongs PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Customer Loyalty In Hong Kongs book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page

Customer Loyalty In Hong Kongs

DOWNLOAD
Author : Ching-Gee Wan
language : en
Publisher: Open Dissertation Press
Release Date : 2017-01-27

Customer Loyalty In Hong Kongs written by Ching-Gee Wan and has been published by Open Dissertation Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-01-27 with History categories.

This dissertation, "Customer Loyalty in Hong Kong's Cellular Market: an Integrated Framework and Empirical Study" by Ching-gee, Wan, 溫靜之, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: Abstract of thesis entitled Customer Loyalty in Hong Kong's Cellular Market: An Integrated Framework and Empirical Study Submitted by Wan Ching Gee for the degree of Doctor of Philosophy at the University of Hong Kong in April 2003 In the highly competitive mobile communications market of Hong Kong, customer loyalty has become the top priority for companies that wish to maintain market share and profitability. This paper aims to identify the potential determinants of customer loyalty in the mobile telecommunications industry. Based on the research literature on customer satisfaction, switching costs and service loyalty, an integrated framework which encompasses the constructs of overall satisfaction, relative satisfaction, price, switching costs as well as demographics and usage variables is developed. With the use of survey research method, an empirical study has been carried out in the mobile communications market of Hong Kong to examine the usefulness and the predictive ability of the framework. The research results support the framework posited in this paper and contribute to the understanding of customer loyalty in several ways. First of all, this study not only confirms previous research findings on positive satisfaction-loyalty linkage, but also complements previous research by providing a more comprehensive view on the relationship between satisfaction and switching intention. This research has found that the satisfaction-retention relationship is positive but asymmetrical, and the intensity of customer satisfaction has an impact on the satisfaction-retention linkage. Second, the statistical significance of the new construct of relative satisfaction is confirmed by the empirical results of the study, and its inclusion is hence justified. It is found that satisfaction towards a current operator relative to previous operator(s) that have been used significantly impacts on loyalty towards the current operator. Customers who are less satisfied with the present operator are less loyal than those who are equally satisfied or more satisfied with the current operator. Furthermore, empirical results from this study reveal that customers were more loyal if they considered the price they were paying for the mobile services was equitable. Sensitivity to price differential, defined as the percentage of price difference offered by another operator that will induce the customer to switch is also positively, though less strongly, correlated with switching intention. Regarding the impact of switching costs on the intention to switch, the presence of high switching costs deter customers from switching and its impact is more pronounced among dissatisfied customers. Last but not least, age and usage characteristics including the monthly minutes of use, the number of years using mobile phones and staying with the current network operator have significant impact on switching intention. The research findings not only enrich our understanding of customer loyalty in the cellular market, but also generate useful managerial implications for the practitioners in the industry on churn management and retention strategies. An evaluation of the existing loyalty programs is made, it suggests that network operators should make use of innovative value-added services, handset trade-in programs and group calling plans to enhance c

Customer Loyalty In Hong Kong S Cellular Market

DOWNLOAD
Author : Ching-gee Wan
language : en
Publisher:
Release Date : 2003

Customer Loyalty In Hong Kong S Cellular Market written by Ching-gee Wan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with Cell phone equipment industry categories.

The Determinants Of Customer Loyalty

DOWNLOAD
Author : Shu Hung Terry Kwok
language : en
Publisher:
Release Date : 2009

The Determinants Of Customer Loyalty written by Shu Hung Terry Kwok and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Consumer satisfaction categories.

An Evaluation Of Service Quality Customer Satisfaction And Customer Loyalty In Shopping Centres In Hong Kong

DOWNLOAD
Author : Kwok-Hung Tam
language : en
Publisher:
Release Date : 2017-01-24

An Evaluation Of Service Quality Customer Satisfaction And Customer Loyalty In Shopping Centres In Hong Kong written by Kwok-Hung Tam and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-01-24 with categories.

This dissertation, "An Evaluation of Service Quality, Customer Satisfaction and Customer Loyalty in Shopping Centres in Hong Kong" by Kwok-hung, Tam, 談國雄, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. DOI: 10.5353/th_b4440192 Subjects: Shopping centers - Customer services - China - Hong Kong Consumer satisfaction - China - Hong Kong Customer loyalty - China - Hong Kong

The Driving Forces Of Customer Loyalty

DOWNLOAD
Author : Chi-fung Lawrence Lai
language : en
Publisher:
Release Date : 2005

The Driving Forces Of Customer Loyalty written by Chi-fung Lawrence Lai and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Customer loyalty categories.

Examining The Effects Of Customer Satisfaction On Customer Loyalty

DOWNLOAD
Author : Raymond Wong
language : en
Publisher:
Release Date : 2013

Examining The Effects Of Customer Satisfaction On Customer Loyalty written by Raymond Wong and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Consumer satisfaction categories.

Value Added Services

DOWNLOAD
Author : Yiu-Yuen Mak
language : en
Publisher:
Release Date : 2017-01-26

Value Added Services written by Yiu-Yuen Mak and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-01-26 with categories.

This dissertation, "Value-added Services: Impact of Customer Satisfaction in Hong Kong Housing Estates" by Yiu-yuen, Mak, 麥耀源, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: The property management industry develops with the real estate market which is one of the major economy contributors in Hong Kong. Since property management is considered as service-oriented industry, satisfying customers mean business successful. The goal of this research aimed at analyzing the impact brought by value-added services in current private housing market through assessing the customer satisfaction level. This research intended to analysis the relationships among value-added services, customer satisfaction and customer loyalty. The first part of the research comprises the introduction including background, aims and objectives, signification, scope and limitation of the study. Second part is the literature review that provides information on the definition, concept and theoretical framework of value-added services, services model, customer satisfaction and customer loyalty. Third part mentions the methodology of the research while the fourth part illustrates and analyzes the finding of the survey. Finally, it comes to the conclusion part that consists of comment of the finding result and provision of recommendation to property management company on how to enhance and pursuit customer satisfaction and customer loyalty. The business thus become success. The common survey tool that widely use in this research is questionnaire. All data are collected through questionnaire. Since the questionnaires are designed to evaluate residents' view and how it affected residents' satisfaction level towards value-added service, answer is designed in 5-point scale. The relationship between score and satisfaction is positive which refers higher score means high satisfaction level. Moreover, the concept of SERVQUAL Model is applied to testify whether respondents satisfy the service by comparing their perceived and expected value of value-added service under the idea of Gap 5. Result of the survey reflects that value-added service with high customer satisfaction level may gain customer loyalty only by positive word of mouth. Unlike the previous studies related to customer loyalty that causing customer re-purchase and higher profit return is the most important point. The research shows that value-added service may not bring high profit return to the property management company as not must respondents will re-consume the services. Although the satisfied catering service cannot make higher profit, the power of spreading out positive word of mouth should not be neglected. Catering service cannot make higher profit through residents' re-purchase. However, it brings positive word of mouth and develops personal communication between residents and the property management companies. So it is suggested that the companies choose the most suitable and applicable value-added service so as to achieve some positive impacts such as profit return, positive word of mouth and improved resident relationship. DOI: 10.5353/th_b5118567 Subjects: Consumer satisfaction - China - Hong Kong Residential real estate - China - Hong Kong - Management