An empirical model of customer loyalty in the Jordanian Mobile Telecommunications Market

2011 ◽  
Vol 9 (1) ◽  
pp. 76 ◽  
Author(s):  
Mamoun N. Akroush ◽  
Samer M. Al Mohammad ◽  
Majdy I. Zuriekat ◽  
Bayan N. Abu Lail
Keyword(s):  
Customer Loyalty ◽  
Empirical Model ◽  
Mobile Telecommunications ◽  
Telecommunications Market

Investigating Switching Cost Roles in Determining Loyalty in the Mobile Telecommunications Market

2011 ◽  
Vol 2 (4) ◽  
pp. 1-16 ◽  
Author(s):  
Abdul Qayyum ◽  
Do Ba Khang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Switching Costs ◽  
Field Survey ◽  
Mobile Telecommunications ◽  
Perceived Service Quality ◽  
Equation Modelling ◽  
Quality Value ◽  
Telecommunications Market

The paper evaluates various roles (direct antecedent, mediator or moderator) of perceived switching costs in determining customer loyalty in the mobile telecommunications market. Data were collected through a field survey of mobile phone users in Pakistan. Structural equation modelling was used to evaluate hypothesized relationships. Perceived switching costs were found to play all three roles. Findings suggest that perceived switching costs directly influence customer loyalty, mediate the impacts of perceived service quality, value, and trust on customer loyalty and negatively moderate the relationships of satisfaction and perceived service quality with customer loyalty. Implications of these findings are discussed.

China's Practice of Implementing a 3G Mobile Telecommunications Standard

2009 ◽  
pp. 140-151
Author(s):  
Mingzhi Li ◽  
Kai Reimers
Keyword(s):  
The Political ◽  
Supply Side ◽  
Demand Side ◽  
Economic Aspects ◽  
Mobile Telecommunications ◽  
Economic Market ◽  
Political Market ◽  
Standardization Process ◽  
The Government ◽  
Telecommunications Market

This chapter analyses and evaluates the Chinese government’s 3G policy of supporting the creation and implementation of the country’s indigenous TD-SCDMA standard. On the supply side, the addition of a new standard has enriched choices available on the 3G mobile telecommunications market; however, on the demand side, the government had to force operators to adopt this standard due to their lack of interest in the new standard. Building on insights gained from North’s theory on the transaction costs of politics, the authors explain this standardization process as a result of interaction between the political market and the economic market which has ultimately been driven by ideology shifts that took place on multiple levels of China’s society in recent years. They contribute to the standardization literature by demonstrating how North’s theory can be used for integrating political and economic aspects in the analysis of standardization processes.

scholarly journals The tangled web of mobile telecommunication mergers: Hutchison Whampoa, Telefónica and BT

Info ◽  
2016 ◽  
Vol 18 (2) ◽  
pp. 17-37 ◽  
Author(s):  
Peter Curwen ◽  
Jason Whalley
Keyword(s):  
Secondary Data ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Content Type ◽  
The Public ◽  
Secondary Sources ◽  
Corporate Strategies ◽  
Telecommunication Companies ◽  
Telecommunications Market ◽  
The Uk

Purpose – This paper aims to demonstrate how consolidation within Europe’s mobile telecommunication markets requires willing buyers and sellers. Design/methodology/approach – After highlighting the resurgence in merger and acquisition (M & A) activity in mobile telecommunications, the paper draws on a variety of secondary sources to analyse the strategies of three companies. Findings – The paper highlights the interwoven nature of the strategies of three companies: BT, Hutchison Whampoa and Telefónica. BT has returned to the mobile telecommunications market in the UK, with the company it did not acquire being purchased by Hutchison. As Hutchison implements a “double or quits” strategy in Europe, it has acquired operations from Telefónica, which, in turn, has exited most of its non-Spanish European operations to focus on Latin America. Research limitations/implications – The paper relies on secondary data and thus highlights the challenges of doing so and the need for more information regarding M & As to be in the public domain. Practical implications – There is a need to adopt a sector-wide or regional approach for analysing the strategies of telecommunication companies. Originality/value – The paper uniquely provides an overview of three corporate strategies to show how they interact with one another.

Customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness in Bangladesh mobile telecommunications market

2017 ◽  
Vol 6 (2) ◽  
pp. 142-160 ◽  
Author(s):  
Mahafuz Mannan ◽  
Md. Fazla Mohiuddin ◽  
Nusrat Chowdhury ◽  
Priodorshine Sarker
Keyword(s):  
Customer Satisfaction ◽  
Customer Service ◽  
Direct Effect ◽  
Switching Costs ◽  
Equation Modeling ◽  
Mobile Telecommunications ◽  
Content Type ◽  
Telecommunications Market ◽  
Alternative Attractiveness ◽  
Significant Direct Effect

Purpose The purpose of this paper is to link customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness in the context of the Bangladeshi mobile telecommunications market (MTM). In addition, this study develops three key formative determinants of customer satisfaction: financial factor, technological factor, and customer service factor. Design/methodology/approach A model is developed and tested using PLS-SEM with a sample size of 442 respondents. The three key formative determinants of customer satisfaction were developed using a panel of five industry experts. Findings Financial, technological, and customer service factors were found to have significant positive effects on customer satisfaction. Customer satisfaction and perceived switching costs were found to have a significant direct effect on switching intentions, and perceived switching costs and perceived alternative attractiveness were found to have significant moderating effects on switching intentions through customer satisfaction. However, no significant direct effect of perceived alternative attractiveness on switching intentions was found. Originality/value This is the first study to link customer satisfaction, switching intentions, perceived switching costs, and perceived alternative attractiveness using structural equation modeling in the context of the Bangladeshi MTM. In addition, three key formative determinants of customer satisfaction are developed.

scholarly journals Assessing service quality in the mobile telecommunications market

2013 ◽  
Vol 11 (1) ◽  
pp. 510-517
Author(s):  
Jeevarathnam Parthasarathy Govender
Keyword(s):  
Service Quality ◽  
Competitive Advantage ◽  
South African ◽  
Mobile Telecommunications ◽  
The South ◽  
Five Dimensions ◽  
Customer Expectations ◽  
Significant Difference ◽  
Males And Females ◽  
Telecommunications Market

The South African telecommunications market is vibrant and growing, dominated by two players. It is recognised that service quality plays an important role in establishing a competitive advantage. The aim of this paper is to assess ratings of service quality among mobile telecommunications customers. To this end, a survey was conducted among 400 customers using the SERVQUAL questionnaire to measure customers’ expectations and perceptions based on the five dimensions of service quality. The findings indicate that there are gaps between customer expectations and perceptions of service quality. The tangibles dimension exhibited the smallest gap for both companies and the assurance and empathy dimensions revealed the largest gap scores. There were no significant differences in overall expectations between the two companies, but there were significant differences between the companies on overall perceptions of service quality. There was no significant difference in the overall expectations and perceptions between males and females.

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