Abstract: The Communication industry is among the basic industries promoting the state economic development,and it witnesses day by day an increase in expenses along with the economic development and the enhancement of the informatization.In response to the competition in the communication industry,operators have closely turned their attention to the plan and management of customer loyalty.In this article,the motivation-hygiene theory is applied to the customer loyalty study in pursuit of driving factors of customer

Key words: customerloyalty, motivation-hygienetheory, customervalue, customermotivationcost