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首页> 外文期刊>Telecommunications Policy >Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market
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Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market

机译：在德国移动蜂窝电信市场中的客户保留率，忠诚度和满意度

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摘要

Customer retention (CR), loyalty (CL), and satisfaction (CS) are important (intermediate) goals for telecommunication network operators on their way to superior economic success in the liberalised German market. Therefore, drawing on a sample of 684 residential customers of digital cellular network operators in Germany this study tests hypotheses suggesting that CR, CL, and CS should be treated as differential constructs which are causally inter-linked. LISREL analyses support a two-staged model in which overall CS has a significant impact on CL which in turn influences a customer's intention to terminate/extend the contractual relationship with his mobile cellular network operator (= CR). Mobile service price and personal service benefit perceptions as well as (lack o0 number portability between various cellular operators were identified as supply-related variables with the strongest effects on CR. Mobile network operators' perceived customer care performance had no significant impact on CR. The findings suggest that an important lever for regulators to promote competition in cellular markets is the enforcement of efficient number portability procedures between mobile network operators.
机译：客户保留率（CR），忠诚度（CL）和满意度（CS）是电信网络运营商在自由化的德国市场上实现卓越经济成功的重要（中级）目标。因此，本研究以德国684个数字蜂窝网络运营商的居民用户为样本，检验了以下假设：CR，CL和CS应视为因果联系的差分结构。 LISREL分析支持一个两阶段模型，其中总体CS对CL产生重大影响，进而影响客户终止/扩展与其移动蜂窝网络运营商（= CR）的合同关系的意图。移动服务价格和个人服务收益感知以及（各种蜂窝运营商之间缺乏零号可移植性被认为是与供应相关的变量，对CR的影响最大。移动网络运营商的感知客户服务绩效对CR的影响不大。）研究结果表明，监管机构促进蜂窝市场竞争的重要手段是在移动网络运营商之间实施有效的号码携带程序。

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