kennedy otiso | Kibabii University College (original) (raw)
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University of Twente, Faculty of Geoinformation Science and Earth Observation (ITC)
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Customers have become more sophisticated and they are enjoying more alternative options of brands... more Customers have become more sophisticated and they are enjoying more alternative options of brands, for any organization, either it's a public sector; private sector or semi-public, there is a need to understand what kind of service or products it offers, and for whom. Despite tremendous growth, telecommunication industry has continued to record an increase in the number of unsatisfied subscribers. The purpose of this study was to investigate the effects of customer relationship management practices on customer retention on mobile phone users in public universities of western Kenya region This study was guided by the social exchange theory which focused on the fundamental principle that humans in social situations choose behaviors that maximize their likelihood of meeting self-interests in those situations. In taking such a view of human social interactions, social exchange theory includes a number of key assumptions for example; social exchange theory operates on the assumption that individuals are generally rational and engage in calculations of costs and benefits in social exchanges. Explanatory research was utilized in this study. The target population of this study was geographically located in Public Universities in Western Kenya Region. A sample size of 250 respondents was sampled from the population. Primary data was collected using a questionnaire. Data collected was analyzed by use of descriptive and inferential statistics. There was need to use a multiple regression analysis so as to determine the effects of each of the variables on customer satisfaction and customer retention. Statistical package for social sciences (SPSS) version 17 was used to ease the analysis.
Customers have become more sophisticated and they are enjoying more alternative options of brands... more Customers have become more sophisticated and they are enjoying more alternative options of brands, for any organization, either it's a public sector; private sector or semi-public, there is a need to understand what kind of service or products it offers, and for whom. Despite tremendous growth, telecommunication industry has continued to record an increase in the number of unsatisfied subscribers. The purpose of this study was to investigate the effects of customer relationship management practices on customer retention on mobile phone users in public universities of western Kenya region This study was guided by the social exchange theory which focused on the fundamental principle that humans in social situations choose behaviors that maximize their likelihood of meeting self-interests in those situations. In taking such a view of human social interactions, social exchange theory includes a number of key assumptions for example; social exchange theory operates on the assumption that individuals are generally rational and engage in calculations of costs and benefits in social exchanges. Explanatory research was utilized in this study. The target population of this study was geographically located in Public Universities in Western Kenya Region. A sample size of 250 respondents was sampled from the population. Primary data was collected using a questionnaire. Data collected was analyzed by use of descriptive and inferential statistics. There was need to use a multiple regression analysis so as to determine the effects of each of the variables on customer satisfaction and customer retention. Statistical package for social sciences (SPSS) version 17 was used to ease the analysis.