Factors That Influence Customer Loyalty Essay

1499 Words Feb 4th, 2015 6 Pages
The aim of this paper is to examine the factors that influence customer loyalty to brands in the mobile telecommunications in Kenya. An interview was conducted involving 4 customers and 4 managers from the 4 leading network providers in Kenya which are Safaricom, Yu, Orange and Airtel Kenya. The paper will first describe the factors that influence customer loyalty to the different network providers. The next section will examine strategies that Kenyan network service providers use to retain the current clients and the strategies that the providers use to acquire new clients. Before the conclusion, the last section will look at the factors that influence brand loyalty among customers in the Kenyan mobile telecommunications industry from a personal point of view and the extent to which brand management influences customer loyalty in the Kenyan mobile telecommunications industry.
1.2 What do you think are the factors that influence customer loyalty to your network provider?
Organizations are focusing on the area of customer loyalty because of the growing need to build long-term relationships with customers. There are many factors that influence customer loyalty to the different service providers in the Kenyan telecommunications industry. The interview results with the 4 subscribers mainly revealed that service quality, switching barriers, brand image and constant communication are the main factors that influence customer loyalty to their network providers. The Safaricom…

Related Documents