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Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan

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  • Yogesh Verma

    (Research scholar (JRF)School of Commerce and ManagementCentral University of Rajasthan, India)

  • Maithili R. P. Singh

    (Dean and Associate ProfessorSchool of Commerce and ManagementCentral University of Rajasthan, India)

Abstract

Telecom sector in Bhutan is still in evolving stage. The first network line was made operational in 1963. The study of marketing mix, customer satisfaction and loyalty is important for framing new policies and analysing growth of any service industry. There is nearly no study focusing on these variables especially in telecom sector of Bhutan. So the study attempts to fill the research gap. The study focuses on relationship and impact of marketing mix on customer satisfaction. Study also analyse the impact of customer satisfaction on customer loyalty. Data has been collected from Gedu town located in Chukha district in Bhutan. A total of one hundred one questionnaires were filled by different respondents. Different statistical tools like correlation, regression and t-test were used to analyze the collected data. Results revealed significant and positive correlation among variables under study i.e., marketing mix, customer satisfaction and loyalty. Further, no difference in customer satisfaction was found for public and private telecom service providers in Bhutan.

Suggested Citation

  • Yogesh Verma & Maithili R. P. Singh, 2017. "Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 8(2), pages 121-129, May.
    • Handle: RePEc:aii:ijcmss:v:08:y:2017:i:2:p:121-129
    DOI: 10.18843/ijcms/v8i2/17
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    References listed on IDEAS

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    3. Bestoon Othman & Amran Bin Harun, 2021. "The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 492-546, August.
    4. Mohammed A. Hajar & Ammar Ahmed Alkahtani & Daing Nasir Ibrahim & Mohammed A. Al-Sharafi & Gamal Alkawsi & Noorminshah A. Iahad & Mohd Ridzuan Darun & Sieh Kiong Tiong, 2022. "The Effect of Value Innovation in the Superior Performance and Sustainable Growth of Telecommunications Sector: Mediation Effect of Customer Satisfaction and Loyalty," Sustainability, MDPI, vol. 14(10), pages 1-20, May.
    5. Bestoon Abdulmaged Othman* & Amran Bin Harun & Safdar Nazeer, 2018. "Issues and Challenges Faced by Malaysian Umrah Travel Agencies in Providing Excellent Marketing Mix Services to Umrah Pilgrims," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 611-618:2.

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