Variations in Customer Loyalty: Study of Different Mobile Service Providers
Keywords:
Customer Loyalty, ANOVA, Scheffe’s Post hoc TestAbstract
There is always a fierce battle among mobile service providers not only to preserve their existing customers but also to attract other service providers’ customers in order to ever increase their subscribers’ base. To pursue this goal Customer Loyalty as a concept has to be properly understood. Customer Loyalty is highly sought after but equally elusive goal for every company. This paper attempts to understand the various facets of customer loyalty with respect of customers belonging to different service providers in mobile industry. Data came from more than 500 mobile subscribers in Gwalior region who used services of different service providers. Findings suggest that level of customer loyalty varies among the customers of different service providers.
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