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Title: :  Analysis of Customer Loyalty for Mobile Phone User in India
PaperId: :  1554
Published in:   International Journal Of Advance Research And Innovative Ideas In Education
Publisher:   IJARIIE
e-ISSN:   2395-4396
Volume/Issue:    Volume 1 Issue 5 2015
DUI:    16.0415/IJARIIE-1554
Licence: :   IJARIIE is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Author NameAuthor Institute
Kaushik BanerjeeResearch Scholar in Management, Mahatma Gandhi University Meghalaya, India
Dr Manoj Kumar MishraAssistant Professor, AGBS, Amity University Patna, India

Abstract

Management
Customer Loyalty, Mobile Phone Market, Behavioural Loyalty, Attitudinal Loyalty, Corporate Image, Switching Cost.
India Mobile Phone market is the largest and one of the fastest growing markets in the world. It is characterized by a large subscriber base (752 million connections as on June 2013 expected to reach 987.9 million in 2015), low average revenue per user (INR 308 as on June 2012), and high churn rate (69.9% in 2012, and is expected to increase to 78.9% in 2015) (TRAI, 2012; KPMG, 2012; Gartner Report, 2012). Churn rates have escalated with increased competition and deregulation. Factors such as launching of mobile number portability scheme, introduction of 3G and 4G services and entry of new licenses are likely to further increase churn rates and reduce loyalty (TRAI, 2012). The high churn rates adversely affect mobile telecom operators because they stand to lose a great deal in price premium, decreasing profits levels and a possible loss of referrals from continuing service customers (Manero, 2011). In the context of such an intensifying competition in the telecom sector, there is renewed interest in customer retention, because obtaining new customer is costlier than serving the existing ones; therefore, it makes sense to retain the existing customers (Reichheld, 1996).

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IJARIIE Kaushik Banerjee, and Dr Manoj Kumar Mishra. "Analysis of Customer Loyalty for Mobile Phone User in India" International Journal Of Advance Research And Innovative Ideas In Education Volume 1 Issue 5 2015 Page 1001-1007
MLA Kaushik Banerjee, and Dr Manoj Kumar Mishra. "Analysis of Customer Loyalty for Mobile Phone User in India." International Journal Of Advance Research And Innovative Ideas In Education 1.5(2015) : 1001-1007.
APA Kaushik Banerjee, & Dr Manoj Kumar Mishra. (2015). Analysis of Customer Loyalty for Mobile Phone User in India. International Journal Of Advance Research And Innovative Ideas In Education, 1(5), 1001-1007.
Chicago Kaushik Banerjee, and Dr Manoj Kumar Mishra. "Analysis of Customer Loyalty for Mobile Phone User in India." International Journal Of Advance Research And Innovative Ideas In Education 1, no. 5 (2015) : 1001-1007.
Oxford Kaushik Banerjee, and Dr Manoj Kumar Mishra. 'Analysis of Customer Loyalty for Mobile Phone User in India', International Journal Of Advance Research And Innovative Ideas In Education, vol. 1, no. 5, 2015, p. 1001-1007. Available from IJARIIE, http://ijariie.com/AdminUploadPdf/Analysis_of_Customer_Loyalty_for_Mobile_Phone_User_in_India_ijariie1554.pdf (Accessed : 23 March 2017).
Harvard Kaushik Banerjee, and Dr Manoj Kumar Mishra. (2015) 'Analysis of Customer Loyalty for Mobile Phone User in India', International Journal Of Advance Research And Innovative Ideas In Education, 1(5), pp. 1001-1007IJARIIE [Online]. Available at: http://ijariie.com/AdminUploadPdf/Analysis_of_Customer_Loyalty_for_Mobile_Phone_User_in_India_ijariie1554.pdf (Accessed : 23 March 2017)
IEEE Kaushik Banerjee, and Dr Manoj Kumar Mishra, "Analysis of Customer Loyalty for Mobile Phone User in India," International Journal Of Advance Research And Innovative Ideas In Education, vol. 1, no. 5, pp. 1001-1007, Nov-Dec 2015. [Online]. Available: http://ijariie.com/AdminUploadPdf/Analysis_of_Customer_Loyalty_for_Mobile_Phone_User_in_India_ijariie1554.pdf [Accessed : 23 March 2017].
Turabian Kaushik Banerjee, and Dr Manoj Kumar Mishra. "Analysis of Customer Loyalty for Mobile Phone User in India." International Journal Of Advance Research And Innovative Ideas In Education [Online]. volume 1 number 5 (23 March 2017).
Vancouver Kaushik Banerjee, and Dr Manoj Kumar Mishra. Analysis of Customer Loyalty for Mobile Phone User in India. International Journal Of Advance Research And Innovative Ideas In Education [Internet]. 2015 [Cited : 23 March 2017]; 1(5) : 1001-1007. Available from: http://ijariie.com/AdminUploadPdf/Analysis_of_Customer_Loyalty_for_Mobile_Phone_User_in_India_ijariie1554.pdf
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