Irma Shyle
- Polytechnic University of Tirana, Mechanical Engineering Faculty, Department of Production and Management, Sheshi “Nënë Tereza”,4. Tiranë, Albania
Selma Nebiu
- Polytechnic University of Tirana, Mechanical Engineering Faculty, Department of Production and Management, Sheshi “Nënë Tereza”,4. Tiranë, Albania
Abstract:
Telecommunications is a rapidly evolving industry in Albania and globally, necessitating constant strategic adjustments focused on customer-centricity. This study investigates the factors influencing customer loyalty within this sector, examining elements such as service quality, customer experience, satisfaction, precived price, and trust. Demographic findings revealed a majority of young adults, with diverse income levels. Multiple linear regression analysis identified service quality, perceived price, and trust as key loyalty predictors, with service quality and trust positively impacting loyalty, while perceived price has a negative effect. Logistic regression further highlighted experience, service quality, and trust as significant predictors, with experience notably enhancing loyalty likelihood. This research offers valuable insights for telecommunications companies, marketers, and policymakers aiming to strengthen customer loyalty and comprehend consumer behavior in the industry.
Tenth International Scientific-Business Conference LIMEN Leadership, Innovation, Management and Economics: Integrated Politics of Research - LIMEN 2024 - International Scientific-Business Conference – LIMEN 2024: Vol 10. Conference Proceedings , December 5, 2024
Conference Proceedings published by: Association of Economists and Managers of the Balkans, Belgrade, Serbia
ISBN: 9788680194929 , ISSN: 26836149 , DOI: 10.31410/LIMEN.2024
Creative Commons Non Commercial CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-Non-Commercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission.
