A Research Journal of Commerce, Economics, and Social Sciences
Online ISSN: 2410-0854
Print ISSN: 1996-2800

Paradigms Journal

Dissatisfied and loyal customers complain: A study of telecom sector
Author(s) :
Waseem Irshad (Lecturer, University of Central Punjab, Lahore, Pakistan )
Ibrahim Anjum (Research Scholar, University of Central Punjab, Lahore, Pakistan )
This is a study conducted on customer satisfaction and customer loyalty and the existence of a direct relationship between them. Then the effect of these two variables is seen on consumer complaint behavior. The complaint behavior is the key measure studied here and an easy rule of the thumb is stated that by just making complaining customers satisfied and they would surely make a repurchase. Hence a growing industry of telecommunication is observed in order to make the matters more current and target the complainers who often yield more income than others.
Keywords: Customer satisfaction, customer loyalty, customer complaint behavior and retaining loyal customers.

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