scholarly journals Predictions from an Empirical Study in the Turkish Mobile Telecommunications Market on the Determinants of Mobile Customer Churn

2021 ◽  
Vol 9 (4) ◽  
pp. 178-189
Author(s):  
Mustafa Çağrı Sucu ◽  
Cagatay Unusan
Keyword(s):  
Mobile Communication ◽  
Logit Model ◽  
Customer Relations ◽  
Resource Constraints ◽  
Competitive Environment ◽  
Mobile Telecommunications ◽  
Factors Affecting ◽  
Customer Churn ◽  
Network Quality ◽  
Telecommunications Market

Acquiring new customers compared to holding the existing ones is costlier and more troublesome for businesses, so customer retention is of great importance in today's intensely competitive environment. It is crucial in customer relations management to identify and analyse customers whose loyalty decreases and who tend to leave, and prevent churn through various methods under resource constraints. This issue is especially prominent in the mobile communication market. This paper uses a binomial logit model based on a survey with 637 mobile users in Turkey to determine the factors affecting customer churn and how they find their effect. Results indicate that, among various factors, network quality, billing, tariff level, tariff plan, and education level are the determinants affecting customer churn and associated with the intention to switch. Our findings demonstrate implications for both managers and rule-makers in the mobile telecommunications sector.

Factors Leading to Mobile Telecommunications Customer Churn in Zambia

2017 ◽  
Vol 31 ◽  
pp. 143-154 ◽  
Author(s):  
Patience Kunda Banda ◽  
Simon Tembo
Keyword(s):  
Customer Service ◽  
Telecommunications Industry ◽  
Significant Loss ◽  
Good Time ◽  
Mobile Telecommunication ◽  
Mobile Telecommunications ◽  
Telecommunication Sector ◽  
Customer Churn ◽  
Network Quality ◽  
Mobile Telecommunications Industry

Customer churn is a major challenge in the mobile telecommunications industry today. Churn can be caused by different factors, which may arise from the interactions of subscribers with products and services or even employees of organizations. If customer churn is not managed and prevented in good time, it can lead to significant loss of revenues and possibly make a business crumble. This paper studies the various reasons that lead to mobile customer churn in the Zambian telecommunication sector. Seven hundred mobile subscribers in six districts of Zambia were interviewed. The mobile subscribers who churned once or more between the years 2010 to 2015 indicated the actual factors that led them to terminate subscription to mobile services. There were a total of 20 factors identified to cause churn in the Zambian mobile telecommunication industry. Results show that poor customer service took the lead by causing about 23% of the mobile customer churn cases that took place between the years 2010 to 2015. Poor network quality and high cost of services followed as causes of 18% and 14% of the churn cases for those years respectively.

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

Bundling and Consumer Churn in Telecommunications Markets

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Lukasz Grzybowski ◽  
Julienne Liang ◽  
Christine Zulehner
Keyword(s):  
Mobile Networks ◽  
Mobile Services ◽  
Demographic Characteristics ◽  
Competitive Environment ◽  
Mobile Telecommunications ◽  
Telecommunications Services ◽  
Mobile Market ◽  
Telecommunications Markets

Abstract In this paper, we analyze how fixed-mobile (quadruple-play) bundling impacts the decision of consumers to churn telecommunications services. We use a database from an European operator of fixed and mobile telecommunications services which includes information about 9.6 million fixed broadband subscribers and 14.2 million mobile subscribers between March 2014 and February 2015. These data is combined with socio-demographic characteristics from each municipality in this country. We find that consumers who bundle fixed and mobile services from the same provider are less likely to churn. Without fixed-mobile bundling the annual churn of fixed broadband consumers would increase from 8.4 to 9.2%. Furthermore, the consumer churn in the mobile market would increase from 11.5 to 13.1%. We conclude that in the current competitive environment in the country considered, bundling has a moderate impact on consumer retention on both fixed and mobile networks.

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.

M-Commerce

2011 ◽  
pp. 19-27 ◽  
Author(s):  
Nenad Jukic ◽  
Abhishek Sharma ◽  
Boris Jukic ◽  
Manoj Parameswaran
Keyword(s):  
Mobile Phone ◽  
Mobile Communication ◽  
Mobile Commerce ◽  
Fundamental Parameter ◽  
Geographical Proximity ◽  
Mobile Telecommunications ◽  
Telecommunications Networks ◽  
Communication Devices

Mobile Commerce (m-commerce) has been defined as a process of conducting commercial transactions via “mobile” telecommunications networks using a communication, information, and payment devices such as a mobile phone or a palmtop unit. Here, we analyze the potential ramifications in the field of marketing and changes in the market due to the advent of m-commerce. In particular, we analyze the opportunities that various characteristics of the m-commerce model can bring to the field of marketing. We investigate the likelihood of the emergence of mall-like zones that are based both on the geographical proximity of services and goods providers and the use of mobile communication devices. Such zones have a potential for becoming the basic units for any analysis of m-commerce scenarios. As m-commerce attains maturity, the zones could become the fundamental parameter in marketing evaluation.

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