Topic: - Determinants of Customer Loyalty, Its Causes

and Influences in Telecom Industry.

Objective: - To find out Major variables that are causing
Customer Loyalty in Telecom Industry.
Independent Variables are: - Customer satisfaction,
service quality, price, corporate/ brand image, promotion,
customer care/service, network coverage, signal strength,
sales promotion, customers trust, switching barriers, call
quality/ call rates, SMS quality/ GPRS rates, GPRS
quality/ SMS rates and value added services.
Analysis: - Descriptive statistics and then Further
Correlation and Regression between independent
variables and Loyalty.
Conclusion: - Users are of age 22-25 and all independent
variables are having direct relation with loyalty and
mostly Customer satisfaction, Sales Promotion and Value
added services have most significant contribution.
Recommendations: -
Emphasize to create Positive customer loyalty.
Network coverage, Quality of call, sms and Gprs
services should be improved.