Customer Loyalty in the mobile services market in Albania

Xheni Haka

Diplomová práce

Abstract:

Communication is one of the essential needs in human society. The trends on the communication markets have been shifting towards smaller, smarter and faster devices to which we can always be connected and keep in touch with the world. Therefore, mobile operator companies are facing new challenges and at the same time excellent opportunities in their business area. Many national markets have already reached the saturation points in terms of number of SIM cards active within the overall population, which makes mobile service providers operate in a highly competitive environment. It is of crucial importance that companies have the latest data, and to make use of advanced statistical methods and most appropriate models in order to have a better understanding of the operating market. The motivation behind this thesis is to make use of statistics as an applicable science in order to explore new ways for analysing a wide range of customer data. The ultimate goal will be to bring a deeper understanding and new insights into the national market of Albania - a developing country in southeastern Europe, regarding the fast evolving mobile communication services.

Keywords

mobile communication services, customer loyalty, Albania, switching intention, statistical analysis, contingency tables, regression

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 31. 3. 2017

Obhajoba závěrečné práce

• Vedoucí: Ing. Tomáš Hlavsa, Ph.D.

Česká zemědělská univerzita v Praze

Provozně ekonomická fakulta

Magisterský studijní program / obor:
Systems Engineering and Informatics / Informatics