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Factors Affecting Customer Retention: A Case Study of Cellular Industry of Pakistan

Thesis Info

Author

Usman Ahmad Qadri

Department

Department of Management Sciences

Program

Mphil

Institute

National University of Modern Languages

Institute Type

Public

City

Islamabad

Province

Islamabad

Country

Pakistan

Thesis Completing Year

2013

Subject

Management Sciences

Language

English

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676728779234

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The aim of this study is to investigate the effect of price perception, customer satisfaction, brand image, switching barriers (switching cost, interpersonal relationship and attractiveness of alternative) and trust towards the Customer retention in the cellular industry of Pakistan. This study adds many other supporting materials especially for the literature review; a model is used in this study to find the effect of the factors on customer retention. Proportionate stratified sampling questionnaire was distributed in the nine towns of Lahore, this study choose current users of cellular service providers in Pakistan that cover all five mobile operators in Pakistan which Mobilink, U-Fone, Telenor, Wand, and Zong. The data is analyzed with the help of the multiple regression analysis. Out of seven variables tested it is found that switching barriers (interpersonal relationship and switching cost), brand image, price perception, trust and customer satisfaction have the effect on customer retention. However, customer satisfaction has little to do to increase the customer retention. This study also provides evidence that the higher switching barrier of attractiveness of the alternative lower is the customer retention. This study has its limitation since this research is only conducted in Lahore area. Therefore the finding of the study is unable to be generalized for the whole population of mobile users in Pakistan as the sample size is measured small. The findings can help the service providers to find the effect of customer satisfaction, price perception, trust, brand image and switching barriers towards the customer retention.
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مولانا شاہد فاخری الٰہ آبادی

مولانا شاہد فاخری الہٰ آبادی
افسوس ہے پچھلے دنوں مولانا شاہد فاخری الہٰ آبادی کاانتقال ہوگیا۔مرحوم دائرہ اجملیہ الٰہ آباد کے سجادہ نشین،خلافت تحریک کے عظیم قائد اورشعلہ بیان مقرر مولانا فاخر الٰہ آبادی کے خلف الرشید اوران کی روایات وخصوصیات کے بدرجۂ اتم حامل تھے چنانچہ انھوں نے بھی ساری عمر آزادی سے پہلے اورآزادی کے بعد کی قومی وملی تحریکات میں گزار دی۔
والدؒ کی طرح شعلہ بیان اورنہایت پُرجوش خطیب تھے۔آخر تک کانگریس اورجمعیۃ علمائے ہند سے وابستہ رہے اوراس سلسلہ میں قیدوبند کے محن سے بھی دوچار ہوئے۔ان کی زندگی سراپا ایثار وخلوص تھی۔حق بات کہنے میں نہایت جری اوربیباک تھے۔ ان کاقومی اورملی حلقوں میں بڑا احترام اوروقار تھا۔آزادی کے بعد انھوں نے جس جرأت وجسارت سے مسلم کاز کی حمایت کی وہ ان کا طغرائے امتیاز تھا۔پنڈت جواہر لال نہرو اوران کے خاندان سے ان کے ذاتی اوربے تکلفانہ تعلقات تھے۔مگر پنڈت جی کے سامنے بھی وہ حق بات کہنے میں کبھی نہیں ہچکچائے جس کی وجہ سے پنڈت جی ان کی بڑی قدرکرتے تھے۔اللھم اغفرلہ وارحمہ۔ [اکتوبر۱۹۷۵ء]

بنیادی انسانی حقوق کا اسلام اور اقوام متحدہ کے عالمی منشور کی روشنی میں تقابلی جائزہ

It has been the norm of the West that they allay the blessings and reforms brought into the world towards themselves as if the rest of the World was drenched into darknessof ignorance. The concept of Human Rights has laso been allayed to the British Magna Carta, though Islam has offered the most complete and comprehensive Human rights foundation hundred years earlier, aboout 600 years prior to Magna Carta. This research article pertains to a comparative study of the charter of Human Rights by UNO  and the comprehensive socio-political and economic sphere of Human Rights by Islam.

Formulation and Characterization of Skin Rejuvenating Multiple Emulsions Loaded With Botanical Extracts

Background and Aims: Antioxidants are being extensively explored for their cutaneous benefits. Green tea and sacred lotus are popular antioxidants since ancient times. Aim of this study was to explore cutaneous benefits of these historic plants after formulating them in a novel carrier system. Methods: After successive extractions of antioxidants from lotus and green tea, their antioxidant activities were measured through DPPH antioxidant assay. Extracts were encapsulated in W/O/W type multiple emulsions. To obtain multiple emulsions having long-term shelf storage stability, various hydrophilic emulsifiers were tried along with polymeric emulsifier cetyl dimethicone copolyol. The most suitable multiple emulsion with excellent skin compatibility have been used as carrier of extracts to the skin of healthy human subjects (n=33), after their informed consents. One group applied 5% green tea while a second group applied 5% lotus and a third group applied combination of both extracts on left cheeks once daily over a 60 days treatment course. A placebo multiple emulsion was applied on right cheek as control in all three groups. Non-invasive measurements were performed at specific time intervals using various biophysical techniques such Corneometry, Tewametry, Mexametry, Sebumetry and Skin profilometry. Results were justified through various statistical methods. Results: Green tea and lotus revealed strong antioxidant potentials and extracts were stable in a multiple emulsion, which showed shelf storage stability of 1 year. Furthermore, all the formulations subjected to patch test were skin compatible and multiple emulsions with combination of extracts showed superior skin compatibility IX profile. Results obtained through efficacy studies showed that green tea and lotus have strong skin rejuvenation potential by improving various parameters of skin physiology. For example (a) green tea and lotus improved barrier function of the skin (b) Interestingly all three formulations positively influenced in any way at some of the skin surface parameters (c) green tea plus lotus treatment found superior to placebo for its effectiveness on the skin’s melanin pigmentation whereas lotus treatment alone has remarkable effect than green tea alone (d) combined treatment with green tea and lotus has superior efficacy over green tea alone in sebum reduction. Overall, combined treatment found superior for its effects on healthy skin profile. Conclusions: It is concluded that, the synergistic effects of the lotus, together with the green tea, on various parameters of skin physiology appears due to constituents who have a potentiation effect. Key Words: Green tea, Lotus, Multiple emulsions, Suface Evaluation of Living Skin (SELS), Patch test, Transepidermal water loss (TEWL), Melanin, Erythema, Skin Sebum.