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The moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the South African telecommunication industry
Mini Dissertation (MBA)--University of Pretoria, 2022.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2023
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| _version_ | 1867613571321430016 |
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| access_status_str | Open Access |
| author2 | Balkissoon, Rishal |
| author_browse | Balkissoon, Rishal |
| author_facet | Balkissoon, Rishal |
| collection | Thesis |
| dc_rights_str_mv | © 2023 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2022. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/90864 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:38:15.902Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2023 |
| publishDateRange | 2023 |
| publishDateSort | 2023 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/90864 The moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the South African telecommunication industry Balkissoon, Rishal ichelp@gibs.co.za Wu, Chia-Ling UCTD Mini Dissertation (MBA)--University of Pretoria, 2022. The customer loyalty (CL) landscape has changed with advances in technology. In an increasingly competitive and regulated telecommunications sector (telco), it is imperative for telco companies (telcos) to maintain customer relationships through customer satisfaction (CS) and CL. In order to address CL, telcos invest significantly in loyalty programs (LPs), furthermore through advancements in data collection, telcos are able to offer personalised pricing (PP) to customers in the hopes of positively influencing CL. However, the effectiveness of these offerings and their components have produced mixed results within the extensive LP and developing PP literature. This study used a descripto-explanatory quantitative research approach that tested the moderating effects of LPs and PP on a sample of 214 SA telco respondents. The research found a positive relationship between CS and CL, which concurs with the existing findings within the telco industry. The results of the overall constructs of LPs and PP did not find moderating effects on the relationship between CS and CL. However, looking further into LPs and PP components, significant positive moderation exists through interactions of LPs’ financial and social benefits, as well as PP special treatment on components of CL. Telcos may leverage these findings to prioritise and improve their offerings to customers to enhance CS and CL, as well as gain the most benefit from their investments. pt23 Gordon Institute of Business Science (GIBS) MBA Unrestricted 2023-05-28T16:59:42Z 2023-05-28T16:59:42Z 19-04-2023 2022 Mini Dissertation * A2023 http://hdl.handle.net/2263/90864 en © 2023 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD The moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the South African telecommunication industry |
| title | The moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the South African telecommunication industry |
| title_full | The moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the South African telecommunication industry |
| title_fullStr | The moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the South African telecommunication industry |
| title_full_unstemmed | The moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the South African telecommunication industry |
| title_short | The moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the South African telecommunication industry |
| title_sort | moderating role of loyalty programmes and personalised pricing between customer satisfaction and customer loyalty in the south african telecommunication industry |
| topic | UCTD |
| url | http://hdl.handle.net/2263/90864 |