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IJSRP, Volume 9, Issue 2, February 2019 Edition [ISSN 2250-3153]

      M.T.C.N.S.De Silva

Abstract: Telecommunication has become extremely competitive in today’s world. Therefore service organization cannot survive successfully without delivering high quality service. In the context of relationship marketing, service quality and customer satisfaction is often viewed as a central determinant of customer retention. According to some studies, acquiring new customers is calculated as being five times more costly than the expenses of retaining an existing customer (Hurley, 2004; Reichheld & Kenny, 1990). In the long run building and maintaining a successful long term relationship as well as survival in today’s competitive marketplace demands the delivery of quality service to customers.

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M.T.C.N.S.De Silva (2019); Identification of the Impact of Perceived Service Quality on Customer Retention: With special reference to ABC Company: Telecommunication Industry in Sri Lanka ; International Journal of Scientific and Research Publications (IJSRP) 9(2) (ISSN: 2250-3153), DOI:



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