Customer relationship marketing and customer loyalty in mobile telecommunication industry in Nasarawa state Department: Business Administration and Management By: 3mmygunz Project ID: 1888 Rating: (3.3) votes: 6Rate this project12345 Price:₦4000 Get the Complete MaterialAbstractCustomer Relationship Marketing (CRM) has become a strategic imperative for companies in virtually every business sector. Despite much attention is given to the provision of quality service and satisfaction to consumers some telecommunication companies render weak services and thereby take consumers for granted. Almost all the telecommunication companies encounter similar problems in meeting customer expectations and customer satisfaction. Majority of the customers encounter problems of poor service delivery in areas of voicemail, short message services and data services. The main objective of the study was to analyze the relationship between customer relationship marketing and customer loyalty in the mobile telecommunication sector proxy by trust, commitment and communication. Cross sectional descriptive survey research design was adopted for the study using multiple regression to analyse the data collected from 513 of smart phone internet users in Nasarawa State, Nigeria. The findings confirm that trust, commitment and communication have a significant effect on customers’ loyalty in Nasarawa State, Nigeria. The study therefore recommends an improved higher speed infrastructure provision with available service of reasonable quality across the entire network, in North Central. The study therefore recommends rapid improvements in information technology that allow telecom companies and their frontline staff to track customer characteristics more easily and respond with appropriate marketing offers. Mobile telecommunication operators should also adopt appropriate strategies such as relationship marketing in order to promote customer satisfaction, thereby achieving customer loyalty. ...Preview Download Preview +Other Business Administration and Management project topics and materials you might be interested in»The Effect of Management Information System on Achievement of Organization Objectives ( A Case Study of Nitel Owerri )»The impact of production planning and control on a manufacturing process ( a case study of Nigeria bottling company aba, abia state)»Marketing implication of merger and acquisition in banking industry - a case study of Access bank Plc, Bida branch, Niger state»The Effect of Motivation on Employees Productivity in Anambra State ( A Case Study of Education Commission Awka )»The Impact of Staff Discipline in the Attainment of Organizational Objectives ( A Case Study of Selected Organizations in Owerri, Imo State )»The Impact of Performance Appraisal on Staff Productivity ( A Case Study of Diamond Bank Plc, Owerri )»The effect of irregular payment of workers salaries on productivity of workers in imo state (a case study of owerri municipal council)»A critical evaluation of leadership style and organization performance in the private sector ( a case study of selected establishment in abia state)»The impact of welfare packages on employees performance (A case study of Nigeria breweries plc Aba)»The Effects of Motivation on Workers Morale ( A Case Study of Power Holding Company of Nigeria, Aba )»Motivation and Employee Performance in Public Sector ( A Case Study of NTA Channel 12 owerri)»Management Problems of Manufacturing Industries in Nigeria ( A Case Study of Nigeria Breweries Plc and Unilever Plc )»An assessment of the impact of modern communication facilities on service delivery in business organization ( A case study of ICT based firms in aba, abia state)»The Impact of Delegation on Management Decision Making ( A Case Study of Zenith Bank Plc, Enugu )»The Role of Customer Service in the Service Delivery of Multinational Companies in Nigeria ( A Case Study of Unilever Nigeria Plc Aba)