Luận án The relationship between service quality, customer satisfaction and customer loyalty: a study in telecommunication industry of Laos

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Telecommunication technology plays a significant role in the flow of information. It is an extremely useful tool to spread knowledge and new ideas, which can reduce infrastructure development gap between people in rural and urban area. Furthermore, it can improve education, health care services, and encourage business activities. In addition, it also plays the crucial role in the national economic development, especially in the developing country like Laos. Therefore, telecommunication technology is a way that Lao government uses to generate revenue and create job opportunity for people. In addition, the Lao government aims to improve people living standard and increase the ability to compete in global trade for Lao business by giving priority to the development of telecommunication technology with the intention to promote sustainable development of the nation.