Research Article
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Year 2018, Volume: 3 Issue: 2, 73 - 86, 17.05.2018

Abstract

References

  • ABDOLHOSSEMI, A. K., Miremadi, A., & Aminilari, M.,2012, The impact of eCRM on Loyalty and Retention of Customers in İranian Telecommunication Sector. İnternational Journal of Business& Management, 7(2), 150-162.
  • AKRAM, M., Faheem, M. A., Dost, M. K., & Abdullah, I. ,2012, Globalization's Impacts on Pakistan's Economy and Telecom Sector of Pakistan. International Journal of Business & Social Science. Nisan 15, 2014 Tarihinde İnternational Journal of Business and Social Science: http://ijbssnet.com/journals/Vol_3_No_1_January_2012/32.pdf
  • AYDIN, S., Özer, G., & Arasil, Ö. ,2005,Customer Loyalty And The Effect of Switching Costs as A Moderator Variable: A Case In The Turkish Mobile Phone Market. Marketing Intelligence& Planing, 23(1), 89-103.
  • BOWEN, John T. ve Shiang-Lih Chen. “The Relationship Between Customer Loyalty and Customer Satisfaction”, International Journal of Contemporary Hospitality Management,Vol: 13, number: 5, 2001 ss. 213-217.
  • DAVIDS, M. 2007,: “Going Beyon Customer satifaction to Customer Loyalty”, Newcomb Marketing Solutions, Debt 3; May/Jun. p:19-22.
  • DELOITTE Turkey,2014, January, ınformation& Communications Technology,Nisan 14, 2014 www.invest.gov.tr:http://www.invest.gov.tr/enUS/infocenter/publications/Documents/İCT.İNDUSTRY.pdf
  • GULCUBUK, A.,2008,Musteri Bağliliği Yaratmada Fiyat Politikasinin Onemi. Yönetim ve Ekonomi, 15(1), 16-25.
  • GURSOY, Ş., & Umman, T.,2010,Customer Churn Analysis In Telecommunication Sector. Journal of The School of Business Administration, İstanbul University, 39(1), 35-49.
  • JAVALGI, Rajshekhar G. ve Christopher R. Moberg. “Service Loyalty: İmplications for Service Providers”, Journal of Services Marketing, Vol 11:3, 1997, ss. 165-179
  • KARACUHA, E., Özer, G., & Arasil, Ö.,2004, Turk Gsm Sektörunde Muşteri Sadakati, Memnuniyeti, Guven Değiştirme Maliyeti Arasindaki Dinamik İlişkiler: Yapisal Denklem Modelleme Tekniği. İktisat İsletme ve Finans, 19(219), 46-61.
  • KERAMATI, A., & Ardabili, S.,2011, Churn analysis for an İranian mobile operator. Telecommunications Policy, 35(4), 344-356.
  • LEHMANN, D. R., Sunil, G., & Stuart, J. A.,2004, Valuing Customers. Journal of Marketing Research, 41(1), 7-18.
  • REICHHELD, F. ,2001, The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value. Nisan 29, 2014,Harvard Business School Press.
  • ROWLEY, Jennifer ve Jillian Dawes. “Customer Loyalty: A Relative Consept for Libraries”, Library Management, vol 2: 6, 1999, ss. 345-351.
  • SUH, J.C., and Yi, Y., (2006): “When Brand Attitudes Affect the Customer Satisfaction-Loyalty Relation: The Moderating Role of Product İnvolvement”, Journal of Consumer Psychology, 16(2), 145–155.
  • TREACY, M., Wiersama, F., (2001): Pazar Liderlerinin Öğretileri, Ceviren: İ.Berna Kalinyazgan, MediaCat Kitaplari, Ankara.

PERSPECTIVES OF THE MANAGERS IN THE TELECOMMUNICATION SECTOR ON CUSTOMER LOYALTY

Year 2018, Volume: 3 Issue: 2, 73 - 86, 17.05.2018

Abstract

Companies look for ways to increase customer loyalty through various strategic studies and CRM applications. İn companies' growth, loyalty programs play a key role in achieving their goals and increasing their profitability. For this reason, it is considered that the evaluation of customer loyalty, which is a part of client relations, is important in the research.
The aim
of this research was to identify the customer loyalty and describe the
strategies and tools of the companies while creating customer loyalty in
Turkish GSM İndustry. In Telecommunication İndustry, it is important to
identify the factors that are effective in creating customer loyalty and
understand the strategies applied by companies while creating loyalty. In the
study, the results of the interviews with the primary directors were obtained.
The results reveal that customer protection is crucial for companies seeking to
acquire customers and establish good relationships with customers, targeting
competitive advantage and sustainable profitability.

References

  • ABDOLHOSSEMI, A. K., Miremadi, A., & Aminilari, M.,2012, The impact of eCRM on Loyalty and Retention of Customers in İranian Telecommunication Sector. İnternational Journal of Business& Management, 7(2), 150-162.
  • AKRAM, M., Faheem, M. A., Dost, M. K., & Abdullah, I. ,2012, Globalization's Impacts on Pakistan's Economy and Telecom Sector of Pakistan. International Journal of Business & Social Science. Nisan 15, 2014 Tarihinde İnternational Journal of Business and Social Science: http://ijbssnet.com/journals/Vol_3_No_1_January_2012/32.pdf
  • AYDIN, S., Özer, G., & Arasil, Ö. ,2005,Customer Loyalty And The Effect of Switching Costs as A Moderator Variable: A Case In The Turkish Mobile Phone Market. Marketing Intelligence& Planing, 23(1), 89-103.
  • BOWEN, John T. ve Shiang-Lih Chen. “The Relationship Between Customer Loyalty and Customer Satisfaction”, International Journal of Contemporary Hospitality Management,Vol: 13, number: 5, 2001 ss. 213-217.
  • DAVIDS, M. 2007,: “Going Beyon Customer satifaction to Customer Loyalty”, Newcomb Marketing Solutions, Debt 3; May/Jun. p:19-22.
  • DELOITTE Turkey,2014, January, ınformation& Communications Technology,Nisan 14, 2014 www.invest.gov.tr:http://www.invest.gov.tr/enUS/infocenter/publications/Documents/İCT.İNDUSTRY.pdf
  • GULCUBUK, A.,2008,Musteri Bağliliği Yaratmada Fiyat Politikasinin Onemi. Yönetim ve Ekonomi, 15(1), 16-25.
  • GURSOY, Ş., & Umman, T.,2010,Customer Churn Analysis In Telecommunication Sector. Journal of The School of Business Administration, İstanbul University, 39(1), 35-49.
  • JAVALGI, Rajshekhar G. ve Christopher R. Moberg. “Service Loyalty: İmplications for Service Providers”, Journal of Services Marketing, Vol 11:3, 1997, ss. 165-179
  • KARACUHA, E., Özer, G., & Arasil, Ö.,2004, Turk Gsm Sektörunde Muşteri Sadakati, Memnuniyeti, Guven Değiştirme Maliyeti Arasindaki Dinamik İlişkiler: Yapisal Denklem Modelleme Tekniği. İktisat İsletme ve Finans, 19(219), 46-61.
  • KERAMATI, A., & Ardabili, S.,2011, Churn analysis for an İranian mobile operator. Telecommunications Policy, 35(4), 344-356.
  • LEHMANN, D. R., Sunil, G., & Stuart, J. A.,2004, Valuing Customers. Journal of Marketing Research, 41(1), 7-18.
  • REICHHELD, F. ,2001, The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value. Nisan 29, 2014,Harvard Business School Press.
  • ROWLEY, Jennifer ve Jillian Dawes. “Customer Loyalty: A Relative Consept for Libraries”, Library Management, vol 2: 6, 1999, ss. 345-351.
  • SUH, J.C., and Yi, Y., (2006): “When Brand Attitudes Affect the Customer Satisfaction-Loyalty Relation: The Moderating Role of Product İnvolvement”, Journal of Consumer Psychology, 16(2), 145–155.
  • TREACY, M., Wiersama, F., (2001): Pazar Liderlerinin Öğretileri, Ceviren: İ.Berna Kalinyazgan, MediaCat Kitaplari, Ankara.
There are 16 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Research Article
Authors

Hilal Çelik

Murat Güler This is me

Publication Date May 17, 2018
Published in Issue Year 2018 Volume: 3 Issue: 2

Cite

APA Çelik, H., & Güler, M. (2018). PERSPECTIVES OF THE MANAGERS IN THE TELECOMMUNICATION SECTOR ON CUSTOMER LOYALTY. Journal of Awareness, 3(2), 73-86.