An Empirical Examination of Customer Retention in Mobile Telecommunication Services in Australia

  title={An Empirical Examination of Customer Retention in Mobile Telecommunication Services in Australia},
  author={Hassan Shakil Bhatti and Ahmad Abareshi and Siddhi Pittayachawan},
The service quality has an impact on customer satisfaction and retention. From Telecommunication annual reports it has been investigated that there are service quality issues due to high complaints in Australia and it can affect end customers and businesses (TIO, 2013, ACMA, 2013). Factors such as behavioural intention which leads to customer intention to repurchase the service are measured through the Unified Theory of Acceptance and Use of Technology (UTAUT2), Marketing Mix Theory and… 

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