IDEAS home Printed from https://ideas.repec.org/a/igg/jcrmm0/v5y2014i4p1-19.html
   My bibliography  Save this article

Determinants of Customer Loyalty: Evidence from the Egyptian Mobile Market

Author

Listed:
  • Rania Hussein

    (The American University, Cairo, Egypt)

  • Amr Kais

    (The American University, Cairo, Egypt)

  • Hamed M. Shamma

    (The American University, Cairo, Egypt)

Abstract

This study aims to explore the factors that determine customer loyalty in the telecom industry. The mobile market in Egypt will be used as the particular context of study. A sample of 600 mobile subscribers was drawn from the cell phone users in Egypt. A distinctive model is developed drawing on the results of previous empirical work on customer loyalty. The model proposes that customer loyalty in a service industry like the telecom industry is a combination of a number of factors namely; perceived service quality, corporate image, trust, switching cost and customer satisfaction with the service. Data was analyzed via multiple regression technique. Findings indicate that perceived service quality, trust and satisfaction with the service are the significant determinants of customer loyalty. The study provides marketing insights and implications of these findings.

Suggested Citation

  • Rania Hussein & Amr Kais & Hamed M. Shamma, 2014. "Determinants of Customer Loyalty: Evidence from the Egyptian Mobile Market," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 5(4), pages 1-19, October.
    • Handle: RePEc:igg:jcrmm0:v:5:y:2014:i:4:p:1-19
    as

    Download full text from publisher

    File URL: http://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/ijcrmm.2014100101
    Download Restriction: no
    ---><---

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:igg:jcrmm0:v:5:y:2014:i:4:p:1-19. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Journal Editor (email available below). General contact details of provider: https://www.igi-global.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.