Service quality and customer switching behavior in China's mobile phone service sector

2013 ◽  
Vol 66 (8) ◽  
pp. 1161-1167 ◽  
Author(s):  
Dapeng Liang ◽  
Zhenzhong Ma ◽  
Liyun Qi
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Service Sector ◽  
Switching Behavior ◽  
Customer Switching ◽  
Phone Service

A Study on Customer Profiling of Mobile Phone Service Providers in Emerging Markets — Case of Kolkata, India

2009 ◽  
Vol 34 (4) ◽  
pp. 488-517
Author(s):  
Shibashish Chakraborty ◽  
Kalyan Sengupta
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Urban Poor ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Multivariate Techniques ◽  
Future Expectations ◽  
Functional Quality ◽  
Networking Tool ◽  
Phone Service

India is considered to be one of the fastest growing markets for mobile phones. The National target plan was to have a 250 million subscriber base by December 2007 (DOT Annual report 2006–2007). Primarily, which was a mode of fashion and status in the urban rich of the society, is fast changing its role as a convenient networking tool and penetrating in to all parts of the society including urban poor and even to rich rural class. Mobile phone service providers play a major role in satisfying needs of customers. It is becoming increasingly important for the companies to understand the changing customers' need, attitude and behaviour towards mobile phone services in order to compete efficiently which may lead to higher market share. Past researches focused extensively on measuring consumer perception of quality and determinants of service quality (Parasuraman et al., 1988, etc.). Cronin and Taylor (1992, 1994) have investigated the conceptualization and measurement of service quality and suggested relationships among service quality, consumer satisfaction and purchase intentions. It was Gronroos in 1990, who mentioned about importance of flexibility as one of the determinants of service quality, which may be considered as extremely valuable determinant in the face of future expectations from mobile phone service providers. The objective of the present study was to understand the nature and importance of generic requirements, functional quality, flexibility, and price which may generate satisfaction in the minds of customers of mobile phone service providers. A survey was conducted with a sample of 277 respondents from the city of Kolkata, where 19 items were selected to measure their importance and attitudes towards the current brand of service providers. Suitable multivariate techniques were applied to infer important determinants of customer satisfaction and possible segmentations.

scholarly journals Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

2016 ◽  
Vol 18 (1) ◽  
pp. 21 ◽  
Author(s):  
Farzana Quoquab ◽  
Nor Liza Abdullah ◽  
Jihad Mohammad
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Structural Equation ◽  
Switching Costs ◽  
Loyalty Programs ◽  
Service Satisfaction ◽  
Cross Sectional Survey ◽  
Consumer Innovativeness ◽  
Service Loyalty ◽  
Phone Service

The objective of this study is to examine the effects of consumer innovativeness, service quality, service switching costs and service satisfaction on service loyalty among mobile phone service users. A cross sectional survey was employed which yielded 535 responses. Structural equation modelling using the AMOS version 2.0 was utilized to test study the hypotheses. Test results reveal that service satisfaction, service switching costs and service quality are the three antecedents that directly influence service loyalty. However, consumer innovativeness does not have any direct effect on service loyalty. Moreover, service satisfaction is found to be a partial mediator between ‘service quality’ and ‘service loyalty’. Findings from this study will develop insights to enable policy-makers, managers and marketers to better strategize and effectively implement loyalty programs and prevent their customers from switching. This will enhance value creation for both their users and for the industry.

Cellular Customer Churns Due to Mobile Number Portability

2013 ◽  
Vol 5 (1) ◽  
pp. 43-57
Author(s):  
S. Sreeejesh
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Continuous Process ◽  
Switching Behavior ◽  
Telecommunication Service ◽  
Psychological Constructs ◽  
Customer Churn ◽  
Customer Switching ◽  
Number Portability

Retaining existing customer has been considered to be one of the most critical challenges for telecommunication service providers than for attracting new ones. In telecommunication, the service offered is different from that of a general commodity sale as in the former case the service is considered to be a continuous process, wherein the service provider can offer the differentiated services throughout the customer’s tenure. This differentiation in service offered creates a demarcation from the competitors and hence establishes competitive advantage for that service provider for attracting new customers and retaining the existing ones, which ultimately determines the profitability. In this paper, the author captures this differentiation factor by investigating customer switching behavior under Mobile Number Portability (MNP) in Indian telecommunication market. It is shown that only limited attention has been paid to the customer churn under MNP and none of the existing studies incorporated psychological constructs as the determinants of customer churn. In this context, the study used discriminant analysis to understand the factors that best discriminate between switchers and non-switchers and predict (develop a churn prediction model) the customer churn behavior through incorporating psychological constructs. The findings indicate that service quality, customer satisfaction, attachment, commitment and switching costs are the major factors differentiating the switching and non-switching decisions. Service quality of the service provider found to be as the differentiating factor in churning decision. The results of the study have implications for both academicians and relationship mangers; they are using psychological constructs to predict customer switching behavior.

Integrating Smartphone Talking Applications, Trust, Switching Cost and Customer Switching Behaviour in the Mobile Phone Market

2019 ◽  
pp. 285-303
Author(s):  
Ali Abdelkader
Keyword(s):  
Mobile Phone ◽  
Switching Cost ◽  
Phone Call ◽  
Service Users ◽  
Communication Services ◽  
Phone Calls ◽  
Switching Behaviour ◽  
Customer Switching ◽  
Phone Service ◽  
The Impact

In recent years, free talking applications via smartphones and tablets have emerged. These applications are considered as a substitute service for phone calls. This study investigates the effect of providing smartphone talking applications (as a substitute service) upon the switching behaviour of mobile phone service users, from phone call to free talking applications call, in Egypt. Additionally, it investigates the impact of trust and switching cost on the strength and trend of this relationship, in order to develop a conceptual model in the mobile phone market in Egypt. Three hypotheses were tested and developed by using a sample of 353 Egyptian mobile phone users. Results found that providing smartphone talking applications (as a substitute service) has a significant impact upon the switching behaviour of mobile phone service users in all communication services, except urgent calls. The strength of this relationship is increased when the trust and the switching cost (as intervening or mediating variables) are available. Recommendations are made to help mobile phone companies in Egypt prevent customers from switching to competitors.

scholarly journals Evaluation of Customer’s Switching Behavior towards Banking Service Providers in Hanoi

2021 ◽  
Vol 04 (07) ◽  
Author(s):  
Le Thi Hai Ha ◽  
Keyword(s):  
Service Sector ◽  
Service Providers ◽  
Switching Behavior ◽  
Service Firms ◽  
Quality Service ◽  
Banking Service ◽  
Significant Difference ◽  
Customer Switching ◽  
Service Sectors ◽  
Analytical Tools

Service quality and customer switching behavior are among the most important factors that affect service firms’ market share and profitability, yet they remain understudied in Vietnam’s service sectors. This study surveys 343 customers who using service of bank in Hanoi to explore the perceived importance of customer switching behavior in banking service sector. By using seceral statistical analytical tools, i.e. descriptive statistics, Independent T-test and Anova; the study identifies the following: There is, statistically, significant difference in the level of customer’s switching behavior towards banking service providers in Hanoi from these different gender, age, Academic standard and income. Based on the findings, some recommendations are given for banks in Hanoi to improve the quality service and loyalty of customers.

scholarly journals AN EXPLORATION OF CUSTOMERS’ SWITCHING BEHAVIOR IN ISLAMIC BANKING INDUSTRY

2017 ◽  
Vol 2 (2) ◽  
pp. 251-286
Author(s):  
Ali Rama
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Service Failure ◽  
Switching Behavior ◽  
Survey Method ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Islamic Bank ◽  
Customer Switching

The existence of the switching behavior among Islamic bank customers may affect to the survival of the Islamic banks of the country. Switching behavior is mostly as an outcome of the negative service experience that may be related to several factors. The purpose of the study is to provide an insight of the drivers that lead to a bank customer switching behavior from one Islamic bank to another bank. The study employed survey method through questionnaire instrument and distributed to Islamic banking customers in several areas of Banten Province, Indonesia. The result of statistical analysis shows that customer satisfaction, service quality, shariah compliance, prices and involuntary switching have their significant effect on customers’ switching behavior in the Islamic banks. However, service failure and advertisement are not statistically significant in driving bank switching. Therefore, the Islamic bank manager should shape their business model around customers’ needs and focuses operational improvements on customers’ most valued interactions.  Keywords: Switching behavior, Customer satisfaction, Service quality, Shariah compliance, PricesJEL Classification: G14, G20, G21, M30, D10

scholarly journals A diffusion model for service products

2014 ◽  
Vol 28 (4) ◽  
pp. 331-341 ◽  
Author(s):  
Xiaohui Shi ◽  
Pattarin Chumnumpan ◽  
Kiran Fernandes
Keyword(s):  
Diffusion Model ◽  
Durable Goods ◽  
Service Sector ◽  
Service Industry ◽  
Switching Behavior ◽  
Content Type ◽  
Market Growth ◽  
Proposed Model ◽  
Customer Switching ◽  
Service Diffusion

Purpose – This paper aims to develop a diffusion model that can be used to understand and forecast the market growth of service products in a competitive environment. Despite the fast growth of the service sector, the existing literature has dedicated little effort to modeling the market growth of service products. Design/methodology/approach – The authors propose a choice-type diffusion model that links the issues of service product utility, customers’ choice preference, customer switching behavior and the market growth of service products. The authors use the market data of one online product and assess the performance of the proposed model using this case. Findings – The results demonstrate the model’s good fitting and forecasting performance. Specifically, the proposed model has better performance than the benchmarks the authors choose from the existing literature. Originality/value – This study shows that market growth of service products can have different diffusion patterns with that of durable goods, which is evidence of the needs for specific models for service diffusion. Further, this study demonstrates the important role of customer switching in service diffusion. Also for marketing practitioners, this study provides an explanation and forecasting tool for the market growth of service products, which can be used for marketing planning in the service industry.

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