An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs

Ripan Chatterjee; Atikur Rahman

doi:doi:10.11648/j.ebm.20230904.11

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An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs

Ripan Chatterjee, Atikur Rahman

Published in European Business & Management (Volume 9, Issue 4)

Received: 5 June 2023 Accepted: 21 June 2023 Published: 6 July 2023

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Abstract

Grameenphone (GP) is the market leader in the telecommunications sector in Bangladesh by providing consistent service to its targeted customers. The study is devoted to recognizing the variables that impact the customer’s satisfaction and the mediating effect of loyalty programs in the telecommunications industry. Customer loyalty of GP is determined by a variety of gratifying factors, including the company's network facilities, information service, 4G service, billing costs, physical facilities, GP's offerings, customer care service, mobile banking platforms, and more. This study examines the empirical analysis of factors influencing customer satisfaction in the telecommunications industry through the mediating effect of customers’ loyalty programs of university students in Bangladesh. To identify the factors that impact the customer satisfaction and loyalty of the study, the researcher used the methods of Pearson Coefficient of correlation and multiple regression analysis and these helped to find out the result of the hypotheses of the study. This study makes recommendations regarding the factors that can affect customer satisfaction as well as how prospective customers can become loyal customers who use the Grameenphone service platform for a long period of time. The paper also suggests the Grameenphone’s authority to consistently improve the quality of strategic service factors that influence customers’ loyalty programs and their motives.

Published in	European Business & Management (Volume 9, Issue 4)
DOI	10.11648/j.ebm.20230904.11
Page(s)	63-70
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Customer Satisfaction, Loyalty Programs, Grameenphone, Telecommunications Industry

References

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APA Style

Ripan Chatterjee, Atikur Rahman. (2023). An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs. European Business & Management, 9(4), 63-70. https://doi.org/10.11648/j.ebm.20230904.11

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ACS Style

Ripan Chatterjee; Atikur Rahman. An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs. Eur. Bus. Manag. 2023, 9(4), 63-70. doi: 10.11648/j.ebm.20230904.11

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AMA Style

Ripan Chatterjee, Atikur Rahman. An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs. Eur Bus Manag. 2023;9(4):63-70. doi: 10.11648/j.ebm.20230904.11

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@article{10.11648/j.ebm.20230904.11,
  author = {Ripan Chatterjee and Atikur Rahman},
  title = {An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs},
  journal = {European Business & Management},
  volume = {9},
  number = {4},
  pages = {63-70},
  doi = {10.11648/j.ebm.20230904.11},
  url = {https://doi.org/10.11648/j.ebm.20230904.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ebm.20230904.11},
  abstract = {Grameenphone (GP) is the market leader in the telecommunications sector in Bangladesh by providing consistent service to its targeted customers. The study is devoted to recognizing the variables that impact the customer’s satisfaction and the mediating effect of loyalty programs in the telecommunications industry. Customer loyalty of GP is determined by a variety of gratifying factors, including the company's network facilities, information service, 4G service, billing costs, physical facilities, GP's offerings, customer care service, mobile banking platforms, and more. This study examines the empirical analysis of factors influencing customer satisfaction in the telecommunications industry through the mediating effect of customers’ loyalty programs of university students in Bangladesh. To identify the factors that impact the customer satisfaction and loyalty of the study, the researcher used the methods of Pearson Coefficient of correlation and multiple regression analysis and these helped to find out the result of the hypotheses of the study. This study makes recommendations regarding the factors that can affect customer satisfaction as well as how prospective customers can become loyal customers who use the Grameenphone service platform for a long period of time. The paper also suggests the Grameenphone’s authority to consistently improve the quality of strategic service factors that influence customers’ loyalty programs and their motives.},
 year = {2023}
}

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TY  - JOUR
T1  - An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs
AU  - Ripan Chatterjee
AU  - Atikur Rahman
Y1  - 2023/07/06
PY  - 2023
N1  - https://doi.org/10.11648/j.ebm.20230904.11
DO  - 10.11648/j.ebm.20230904.11
T2  - European Business & Management
JF  - European Business & Management
JO  - European Business & Management
SP  - 63
EP  - 70
PB  - Science Publishing Group
SN  - 2575-5811
UR  - https://doi.org/10.11648/j.ebm.20230904.11
AB  - Grameenphone (GP) is the market leader in the telecommunications sector in Bangladesh by providing consistent service to its targeted customers. The study is devoted to recognizing the variables that impact the customer’s satisfaction and the mediating effect of loyalty programs in the telecommunications industry. Customer loyalty of GP is determined by a variety of gratifying factors, including the company's network facilities, information service, 4G service, billing costs, physical facilities, GP's offerings, customer care service, mobile banking platforms, and more. This study examines the empirical analysis of factors influencing customer satisfaction in the telecommunications industry through the mediating effect of customers’ loyalty programs of university students in Bangladesh. To identify the factors that impact the customer satisfaction and loyalty of the study, the researcher used the methods of Pearson Coefficient of correlation and multiple regression analysis and these helped to find out the result of the hypotheses of the study. This study makes recommendations regarding the factors that can affect customer satisfaction as well as how prospective customers can become loyal customers who use the Grameenphone service platform for a long period of time. The paper also suggests the Grameenphone’s authority to consistently improve the quality of strategic service factors that influence customers’ loyalty programs and their motives.
VL  - 9
IS  - 4
ER  -

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Author Information

Ripan Chatterjee

Department of Business Administration, Port City International University, Chattogram, Bangladesh
Atikur Rahman

Department of Business Administration, Port City International University, Chattogram, Bangladesh

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APA Style

Ripan Chatterjee, Atikur Rahman. (2023). An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs. European Business & Management, 9(4), 63-70. https://doi.org/10.11648/j.ebm.20230904.11

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ACS Style

Ripan Chatterjee; Atikur Rahman. An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs. Eur. Bus. Manag. 2023, 9(4), 63-70. doi: 10.11648/j.ebm.20230904.11

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AMA Style

Ripan Chatterjee, Atikur Rahman. An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs. Eur Bus Manag. 2023;9(4):63-70. doi: 10.11648/j.ebm.20230904.11

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@article{10.11648/j.ebm.20230904.11,
  author = {Ripan Chatterjee and Atikur Rahman},
  title = {An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs},
  journal = {European Business & Management},
  volume = {9},
  number = {4},
  pages = {63-70},
  doi = {10.11648/j.ebm.20230904.11},
  url = {https://doi.org/10.11648/j.ebm.20230904.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ebm.20230904.11},
  abstract = {Grameenphone (GP) is the market leader in the telecommunications sector in Bangladesh by providing consistent service to its targeted customers. The study is devoted to recognizing the variables that impact the customer’s satisfaction and the mediating effect of loyalty programs in the telecommunications industry. Customer loyalty of GP is determined by a variety of gratifying factors, including the company's network facilities, information service, 4G service, billing costs, physical facilities, GP's offerings, customer care service, mobile banking platforms, and more. This study examines the empirical analysis of factors influencing customer satisfaction in the telecommunications industry through the mediating effect of customers’ loyalty programs of university students in Bangladesh. To identify the factors that impact the customer satisfaction and loyalty of the study, the researcher used the methods of Pearson Coefficient of correlation and multiple regression analysis and these helped to find out the result of the hypotheses of the study. This study makes recommendations regarding the factors that can affect customer satisfaction as well as how prospective customers can become loyal customers who use the Grameenphone service platform for a long period of time. The paper also suggests the Grameenphone’s authority to consistently improve the quality of strategic service factors that influence customers’ loyalty programs and their motives.},
 year = {2023}
}

Copy | Download

TY  - JOUR
T1  - An Empirical Analysis of Factors Influencing Customer Satisfaction in the Telecommunications Industry Through the Mediating Role of Loyalty Programs
AU  - Ripan Chatterjee
AU  - Atikur Rahman
Y1  - 2023/07/06
PY  - 2023
N1  - https://doi.org/10.11648/j.ebm.20230904.11
DO  - 10.11648/j.ebm.20230904.11
T2  - European Business & Management
JF  - European Business & Management
JO  - European Business & Management
SP  - 63
EP  - 70
PB  - Science Publishing Group
SN  - 2575-5811
UR  - https://doi.org/10.11648/j.ebm.20230904.11
AB  - Grameenphone (GP) is the market leader in the telecommunications sector in Bangladesh by providing consistent service to its targeted customers. The study is devoted to recognizing the variables that impact the customer’s satisfaction and the mediating effect of loyalty programs in the telecommunications industry. Customer loyalty of GP is determined by a variety of gratifying factors, including the company's network facilities, information service, 4G service, billing costs, physical facilities, GP's offerings, customer care service, mobile banking platforms, and more. This study examines the empirical analysis of factors influencing customer satisfaction in the telecommunications industry through the mediating effect of customers’ loyalty programs of university students in Bangladesh. To identify the factors that impact the customer satisfaction and loyalty of the study, the researcher used the methods of Pearson Coefficient of correlation and multiple regression analysis and these helped to find out the result of the hypotheses of the study. This study makes recommendations regarding the factors that can affect customer satisfaction as well as how prospective customers can become loyal customers who use the Grameenphone service platform for a long period of time. The paper also suggests the Grameenphone’s authority to consistently improve the quality of strategic service factors that influence customers’ loyalty programs and their motives.
VL  - 9
IS  - 4
ER  -

Copy | Download