固定電話客流失研究 : 以江蘇省為實證研究

Pao Yue-kong Library Electronic Theses Database

固定電話客流失研究 : 以江蘇省為實證研究

 

Author: 常小兵
Chang, Xiaobing
Title: 固定電話客流失研究 : 以江蘇省為實證研究
Gu ding dian hua ke hu liu shi yan jiu : yi Jiangsu Sheng wei shi zheng yan jiu
An empirical study on the loyalty of the fixed-line telephone customer : evidence from Jiangsu Province in China
Degree: D.B.A.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Telephone -- China -- Jiangsu Sheng
Customer loyalty -- China -- Jiangsu Sheng
Department: Graduate School of Business
Pages: xiv, 187 leaves : ill. charts ; 30 cm
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b2065516
URI: http://theses.lib.polyu.edu.hk/handle/200/109
Abstract: The research scope of the project is focused on the fixed-line telephone customer churn study taking Jiangsu province as demonstration. By qualitative and quantitative analysis, the researcher finds some rules about fixed-line telephone customer churn, analyzes affective factors of "whether the use quantity of fixed-line telephone reduces", and factors of "the probability about the use quantity reduction of fixed-line telephone in future". On the base of literature review and theoretical framework and hypotheses, the thesis researcher design questionnaire and have several pilot tests. And then, after coding data and inputting data, the thesis performs reliability analysis, ANOVA, factor analysis, logistic regression and multiple linear regression, and concludes some findings. There are some important findings about the thesis. Firstly, according to importance, factors of "whether the use quantity of fixed-line telephone reduces" are ordering as "substitute", "marketing force ", "service quality", "price", "personal factor", "brand impress" and "network capability". Secondly, factors of "the probability about the use quantity reduction of fixed-line telephone in future" are different among fixed-line telephone, mobile phone and PHS. What' more, the thesis also has more other findings, for examples, different gender has significant different attitude on "price" and "marketing force" By systemic quantitative analysis, the research paper presents some advice of marketing strategy design and some measure of reducing customer churn to fixed-line service providers.

Files in this item

Files Size Format
b20655162.pdf 17.80Mb PDF
Copyright Undertaking
As a bona fide Library user, I declare that:
  1. I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
  2. I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
  3. I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.

     

Quick Search

Browse

More Information