Telecom Industry with Customer Loyalty of Mongolia

Abstract

Copyright © 2019 by author(s) and International Journal of Trend in Scientific Research and Development Journal. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (CC BY 4.0) (http://creativecommons.org/licenses/ by/4.0) ABSTRACT This report examines the main influences on customer loyalty (CL) in a study framework where CL is the dependent variable and customer satisfaction (CS), perceived price, quality of service (SQ) and trust are independent variables. The study also tests the hypotheses in which there is a moderate relationship between SQ and CS. The research uses several statistical techniques, such as reliability, factor which and regression analysis. The epistemology of the study was qualitative and involved 170 Mongolian citizens through a survey conducted by a questionnaire and a factorial analysis was applied to confirm the results. The increase in the customer's belief of the reasonableness of the price also tends to increase the impact of the SQ on CS.