A Study on the Determinants of Customer Loyalty. In Sri Lankan Mobile Telecommunication Industry

      Аннотация: Due to the more and more fierce competition in today’s business, many companies are required to build long-term profitable relationship with customers and to achieve customer loyalty. Therefore, concept of customer loyalty has become more and more important since last decade of 20th century, especially in service industry. There are many different relationship marketing tactics implemented for retaining customer. However, some of those tactics did not affect customer loyalty effectively, and switching behaviors frequently occur among most of targeted customers. Therefore, this study is aimed to investigate the factors influence on customer loyalty in Sri Lankan telecommunication market.

Ключевые слова: marketing, Relationship marketing, customer loyalty, Perceived product, service quality, Perceived customer value, Switching Cost, corporate image, MOBILE TELECOMMUNICATION