A study - what determines customer loyalty among Kuala Lumpur's mobile telecommunications companies?

The research team behind this project hopes to draw conclusions about how improving customer service can help boost loyalty among Malaysian mobile phone users. The influx of new companies into the market has increased competition by lowering entry barriers and raising standards across the board, including pricing, advertising, and network performance. A total of 80 respondents took part in the survey. Responsiveness and Brand Image are found to have a positive relationship on Customer Loyalty, out of the five variables tested (Service Quality, Pricing, Switching Cost, and Brand Image). Since the scope of this investigation is limited to the greater Kuala Lumpur area, there are caveats to be found in the results. Due to the relatively small size of the study's sample, its results cannot be extrapolated to the entire population of hand phone users in Malaysia. Ultimately, businesses in the service industry need to comprehend the connection between contented clients and continued business. Service providers will face a significant challenge in developing a strategy that encourages customer retention while also attracting new business.