The Research on the Driver of Customer Loyalty in Communication Industry

Communication industry is the basis of national economic development in China. With the economic development and the improvement of information, communication consumptions are increasing. As competitive as it is in the current situation of the communication industry, customer loyalty management becomes the kernel issue for the operators. Building customer loyalty through the driver model, analyzes customer value, customer incentive costs and customer churn rate, relationship between the two-factor theories is applied to the principle of loyalty communications industry. Two-factor theory is used to study in customer loyalty, exploring the driving factors of customer loyalty, for effective strategies to achieve higher customer loyalty.