Service Quality, Customer Satisfaction and Customer Loyalty of Mobile Communication Industry in China

Beyond the technology adoption: Technology readiness effects on post-adoption behavior

“…Applying the foregoing reasoning, this study expects that the users who exhibit intense and various usage patterns are more satisfied with the new technology than users with light and limited usage patterns. Many marketing studies show that satisfaction is positively related to retention (e.g., Bolton, 1998;Zhang, Li, and Zhang, 2010).…”

Pengujian Efek Kualitas Layanan Pada Loyalitas Pelanggan Kartu Telkomsel Selama Pandemi Covid-19

“…Loyalitas sikap secara signifikan memberikan efek yang positif terhadap loyalitas perilaku dalam penelitian tentang layanan telepon genggam di Cina (Zhang et al, 2010). Layanan hotel di Amerika Serikat menunjukkan loyalitas konatif memberikan efek positif pada loyalitas terhadap tindakan (Han & Hyun, 2012).…”

Research on Customer Churn Model with Least Square Support Vector Machine

“…China telecommunications market competition is increasingly fierce along with the policy for opening up the communications market, which will inevitably lead to the unstable state of customers, and operators almost all confront with such a serious problem-customer churn. The customers' average life cycle is shrinking, and it seriously influences the development of communication enterprise, not only causing the loss of income to operators but also putting pressure on the management of the enterprise [1]. In such circumstances, it has increasingly become the focus of operators' concern that how to avoid customer churn and improve the customer retention.…”