Browsing by Author "Rafique Ahmed Khuhro"

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    Customer satisfaction in telecom industry after Mobile Number Portability
    (2011-12) Rafique Ahmed Khuhro; Sarwar M. Azhar; Niaz Ahmed Bhutto; Irshad Hussain Sarki; Imran Arshad Shaikh
    Mobile Number Portability was introduced by Pakistan Telecommunication Authority in Pakistan with multibenefits, which was supposed to provide the flexibility and freedom to subscribers. This is an exploratory research in which the satisfaction level of the customers is analyzed and the data is collected from those mobile users who have been from the process of MNP. Variables of the study includes price, call clarity, user friendliness, value added services, support services and customer complaints. The findings can be useful for regulatory authority, mobile operators; for streaming the process to have the loyalty which leads to higher profits and it also can be generalized to the other industry having same tough competition.
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    The impact of customer satisfaction and switching barriers on customer loyalty in Pakistani mobile telecommunication services
    (Macrothink Institute, 2012) Niaz Ahmed Bhutto; Sarwar M. Azhar; Rshad Hussain Sarki; Rafique Ahmed Khuhro; Imran Arshad
    The successes of the firms depend on creating high customer loyalty by adopting appropriate strategies. In response, the industry is shifting its strategic focus away from attracting only new customers by offering competitive prices and packages, towards retaining existing customers through creating customer loyalty. This study aims to investigate the effects of customer satisfaction and switching barriers on customer loyalty. The data is collected by questionnaire based survey using simple convenient sampling technique and the target population includes all the current users of mobile telecommunication services. Multiple regression method is used to test the impact of customer satisfaction determinants and switching barrier on customer loyalty. The result shows that call quality and customer support have significance relationships with customer loyalty. A one way ANOVA test was also used gender differences among customer satisfaction and switching barriers in Pakistani mobile telecommunication services. Findings of the study may be useful for strategists and policy makers in telecom industry and the results can be generalized to the industries.