| Author: | 常小兵 Chang, Xiaobing |
| Title: | 固定电话客流失研究 : 以江苏省为实证研究 Gu ding dian hua ke hu liu shi yan jiu : yi Jiangsu Sheng wei shi zheng yan jiu |
| Other Title: | 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 |
| 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. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b20655162.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 17.39 MB | Adobe PDF | View/Open |
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