Perceived Influence of Perceived Salesperson Relationship and Customer Satisfaction on Customer Retention of Telecommunications Network Users
Journal Title: International Journal of Trend in Scientific Research and Development - Year 2020, Vol 4, Issue 5
Abstract
The telecommunications industry is fast growing and continues to attract competition. This makes it essential for telecommunication stakeholders to ensure retention of their current customers, in order to wade off patronising other networks. This among other reasons informed the study to investigate the influence of perceived salesperson relationship and customer satisfaction on customer retention of telecommunications Network users. The study adopted cross sectional survey research design and gathered data from two hundred and forty two 242 telecommunications users in Ibadan metropolis. Data was gathered through well designed questionnaire, comprising of different standardized scale of measurements. Frequency distribution revealed that more of the respondents 57.4 were males, while the other 42.6 were females. Findings revealed that there exists significant relationship between customer retention and salesperson relationship among telecommunications network users in Ibadan r = .46 P .01 . Also, there exists significant relationship between customer satisfaction and salesperson relationship among telecommunications network users in Ibadan r = .65 P .01 . When combined, salesperson interaction relationship and customer satisfaction accounted for about 8 variance in customer retention among telecommunications network users in Ibadan.From the findings, it was recommended that more policies should be put in place which will favour retaining customers. This will continue to retain the culture of retention to the product of the telecommunications service providers. Ojo Adeshina Akinwumi | Obi Ugochukwu. E "Perceived Influence of Perceived Salesperson Relationship and Customer Satisfaction on Customer Retention of Telecommunications Network Users" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31807.pdf Paper Url :https://www.ijtsrd.com/management/consumer-behaviour/31807/perceived-influence-of-perceived-salesperson-relationship-and-customer-satisfaction-on-customer-retention-of-telecommunications-network-users/ojo-adeshina-akinwumi
Authors and Affiliations
Ojo Adeshina Akinwumi | Obi Ugochukwu. E
Keywords
Related Articles
- EP ID EP687601
- DOI -
- Views 104
- Downloads 0
Video Retrieval Systems Methods, Techniques, Trends and Challenges
Video Retrieval (VR) has been increasingly accustomed describe the method of retrieving desired videos from an oversized assortment on the premise of options that are extracted from the videos. The extracted options are...
Modeling of Water Absorption by Dried Palm Nut Soaked at Room Temperature
In cracking palm nuts by application of appropriate impact energy, one of the predominant factors that would enhance the release of either high percentage of whole or split kernels is the percentage level of moisture con...
Analysis on NoSQL: MongoDB Tool
The Relational Database System is basic database used from many decades. Since Mysql, Oracle are used for relational kind of databases but Nowadays structure of data has been changed. The problem of Data storage has been...
Finite Element Analysis of Ball Bearing for Different Materials
Bearing is an important part of a moving machine which is used for relative motion between the contact surfaces. Wear and tear of bearing is a common problem due to friction between the moving parts. A lot of researchers...
Assessment on Accumulation of Heavy Metals and its Effect on Liver Tissues of Harpodon Nehereus from Mumbai Coast of Maharashtra, India
"Heavy metal pollution is a very serious issue in the present world and is caused by release of toxic substances from industrial and domestic sources into the sea water leading to harm marine organisms. Marine fishes are...