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The Importance of Customer Loyalty With Corporate Governance in the Telecommunication Sector: A Case of the Telecommunication Sector

The Importance of Customer Loyalty With Corporate Governance in the Telecommunication Sector: A Case of the Telecommunication Sector

Hilal Celik, Murat Güler
Copyright: © 2019 |Pages: 24
ISBN13: 9781522592655|ISBN10: 1522592652|ISBN13 Softcover: 9781522592662|EISBN13: 9781522592679
DOI: 10.4018/978-1-5225-9265-5.ch003
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MLA

Celik, Hilal, and Murat Güler. "The Importance of Customer Loyalty With Corporate Governance in the Telecommunication Sector: A Case of the Telecommunication Sector." Handbook of Research on Global Issues in Financial Communication and Investment Decision Making, edited by Hasan Dinçer and Serhat Yüksel, IGI Global, 2019, pp. 50-73. https://doi.org/10.4018/978-1-5225-9265-5.ch003

APA

Celik, H. & Güler, M. (2019). The Importance of Customer Loyalty With Corporate Governance in the Telecommunication Sector: A Case of the Telecommunication Sector. In H. Dinçer & S. Yüksel (Eds.), Handbook of Research on Global Issues in Financial Communication and Investment Decision Making (pp. 50-73). IGI Global. https://doi.org/10.4018/978-1-5225-9265-5.ch003

Chicago

Celik, Hilal, and Murat Güler. "The Importance of Customer Loyalty With Corporate Governance in the Telecommunication Sector: A Case of the Telecommunication Sector." In Handbook of Research on Global Issues in Financial Communication and Investment Decision Making, edited by Hasan Dinçer and Serhat Yüksel, 50-73. Hershey, PA: IGI Global, 2019. https://doi.org/10.4018/978-1-5225-9265-5.ch003

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Abstract

The telecommunication sector is a sector which is open for development. It is important to analyze the strengths and weaknesses of organizations by using different strategic management techniques. The purpose of this chapter is to emphasize the importance of customer loyalty and to bring forth the key factors to create customer loyalty in communication sector and to understand the corporate actions of organizations apply when creating loyalty. At the same time to test the factors that create loyalty from the customers' perspective, investigation of the strategies applied for loyalty and the effects of customer loyalty programs. Therefore, the questionnaire study was made with 200 participants. T-test, anova, correlation, and regression analyses were applied to the data. This survey has the purpose of determining and investigating the dynamics and the factors that create customer loyalty in corporate governance. The results show that customer protection is crucial for companies. The most important factor of customer protection, which is loyalty, is shown to be linked with corporate actions.

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