Factors Influencing Customer Loyalty in the Econet Wireless’s Corporate Clients in Harare West, Zimbabwe

Abstract

The study finds out what makes customers in Zimbabwe's mobile phone industry stay loyal. The study examines Econet, the market leader in the industry. A quantitative methodology was employed, utilizing data gathered via a questionnaire. The sample consisted of 156 clients, randomly selected from a population of 300 corporate clients in Harare West. Data were analyzed using SPSS v29.0. The results show that the most important things that affect customer loyalty in the industry are trust, price, corporate image, value-added services, switching costs and service quality. It is advisable that future research evaluate the determinants affecting individual customer loyalty.