scholarly journals Mobile App Usage Pattern prediction using Hierarchical Flexi-Ensemble Clustering (HFEC) for Mobile Service Rating

2021 ◽  
Author(s):  
P. Priyanga ◽  
A. R. Nadira Banu Kamal
Keyword(s):  
Service Providers ◽  
Mobile App ◽  
Superior Performance ◽  
Mobile Service ◽  
Usage Pattern ◽  
Ensemble Clustering ◽  
Customer Preferences ◽  
Clustering Model ◽  
Marketing Service ◽  
Pattern Prediction

Abstract Background: Nowadays, the mobile app market becomes rapidly increased in world wide. The mobile app marketers have smart enough to understand the requirements and demands of customers and perform their aspirations. They delight them. It provides growth, profitability, and creativity with lot of inventions. The main aim of this research is to analyze the customer interest and preferences of mobile service providers.Methodology: This paper proposed the clustering model named as Hierarchical Flexi-Ensemble Clustering (HFEC). It provides the final result with robustness and improved quality. Before clustering, the unwanted features are removed by using the Genetic Algorithm based on the Collective Materials (GACM) technique. The customer preferences are analyzes with the clustering of mobile usage patterns. Results: The analysis determined that the app usage pattern based on the most frequent word, rating category, rating character count, rating word count and content-based rating in the google play store app dataset. Finally, the results are compared with the existing methods to analyze the superior performance of proposed method. The comparison analysis is estimated based on the based on the average hit rate at different cache sizes.Conclusion: The work is concluded with the app pattern prediction in the form of clustering for app marketing service. From the marketing side, they can analyze the customer preferences and satisfaction.

scholarly journals Managing the Customer Perceived Service Quality for Cellular Mobile Telephony: An Empirical Investigation

2008 ◽  
Vol 33 (1) ◽  
pp. 19-34 ◽  
Author(s):  
Anita Seth ◽  
K Momaya ◽  
H M Gupta
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Service Providers ◽  
Superior Performance ◽  
Mobile Service ◽  
Technical Quality ◽  
Perceived Service Quality ◽  
Network Quality ◽  
Cellular Mobile ◽  
Quality Instrument

With the liberalization and internationalization in telecommunication, service quality has become an important means of differentiation and path to achieve business success. Such differentiation based on service quality can be a key source of competitiveness for many Indian firms and hence have implications for leadership in such organizations. For the past few years, cellular mobile service sector in India has been experiencing the highest growth rate in terms of subscribers and revenues. With the increasing demands of the customer, cellular mobile sector has become competitive. Despite this, most of the cellular mobile service providers in India are primarily focusing on expanding their customer base and tend to overlook investing in service quality. A thorough review of literature revealed that most of the studies reported on service quality focused on the service delivery aspects, ignoring the role of technical quality. The present study strives to develop a valid and reliable instrument to measure customer perceived service quality incorporating both service delivery as well as technical quality aspects. Through a survey of 225 regular users of cellular mobile services, a seven dimensional service quality instrument is revealed, which is empirically tested for unidimensionality, reliability, and construct validity using confirmatory factor analysis. The resulting validated instrument comprised of dimensions including reliability, responsiveness, assurance, empathy, tangibles, convenience, and customer perceived network quality. Further, the results of the regression analysis highlighted the priority areas of service improvement. The study indicated that among the various dimensions, responsiveness is the best predictor, followed by reliability, customer perceived network quality, assurance, convenience, empathy, and tangibles. Thus, superior performance on the most important dimension, responsiveness may be helpful in providing enhanced quality of service. The major managerial implications of study include the following: The service quality instrument so developed can be used by managers for periodic monitoring of service quality as perceived by customers. The study also provides directions to service providers as to which particular dimension require attention in terms of their importance. This would enable the service providers to focus resources in accordance with the importance of these dimensions. Further, the service quality index derived by aggregating the scores on these dimensions can also be developed, which can be used for benchmarking their performance against competitors. The instrument is developed and validated by collecting data from customers in India. There may be a possibility of cultural differences playing a role in the outcome of the study. Thus, there is a need to explore these results for other developing and developed economies. The future studies may also take into account the factors that influence service quality for corporate customers.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

scholarly journals Dynamic Plan Control: An Effective Tool to Manage Demand Considering Mobile Internet Network Congestion

2020 ◽  
Vol 11 (1) ◽  
pp. 91
Author(s):  
Xiaoyu Ma ◽  
Jihong Zhang ◽  
Yuan Cao ◽  
Zhou He ◽  
Jonas Nebel
Keyword(s):  
Programming Problem ◽  
Service Provider ◽  
Service Providers ◽  
Control Method ◽  
Network Capacity ◽  
Mobile Internet ◽  
Mixed Integer ◽  
Mobile Service ◽  
Data Traffic ◽  
Potential Customers

Rapidly increasing mobile data traffic have placed a significant burden on mobile Internet networks. Due to limited network capacity, a mobile network is congested when it handles too much data traffic simultaneously. In turn, some customers leave the network, which induces a revenue loss for the mobile service provider. To manage demand and maximize revenue, we propose a dynamic plan control method for the mobile service providers under connection-speed-restriction pricing. This method allows the mobile service provider to dynamically set the data plans’ availability for potential customers’ new subscriptions. With dynamic plan control, the service provider can adjust data network utilization and achieve high customer satisfaction and a low churn rate, which reflect high service supply chain performance. To find the optimal control policy, we transform the high-dimensional dynamic programming problem into an equivalent mixed integer linear programming problem. We find that dynamic plan control is an effective tool for managing demand and increasing revenue in the long term. Numerical evaluation with a large European mobile service provider further supports our conclusion. Furthermore, when network capacity or potential customers’ willingness to join the network changes, the dynamic plan control method generates robust revenue for the service provider.

m-servicescape: effects of the hotel mobile app servicescape preferences on customer response

2018 ◽  
Vol 9 (2) ◽  
pp. 172-187 ◽  
Author(s):  
Seonjeong Ally Lee
Keyword(s):  
Brand Loyalty ◽  
Hotel Industry ◽  
Mobile App ◽  
Mobile Marketing ◽  
Customer Engagement ◽  
Survey Method ◽  
Mobile Service ◽  
Cross Sectional ◽  
Content Type ◽  
Practical Implications

Purpose This paper aims to explore how customer engagement behaviors and brand loyalty are enhanced through customers’ preferences of m-servicescape, based on the S-O-R model as a theoretical background. Design/methodology/approach A cross-sectional, online, self-administered survey method was conducted to examine proposed relationships by recruiting previous users of hotel mobile apps in the USA. Findings Results identified aesthetics, functionality and symbolism preferences of the m-servicescape fulfilled customers’ evaluations on autonomy and relatedness needs fulfillment, which positively influenced their engagement behaviors and brand loyalty. Research/limitations/implications This study contributed to mobile marketing research by investigating customers’ preferences of m-servicescapes that enhanced customers’ positive responses in the hotel industry. Practical implications Practical implications are as follows: using a holistic approach to explore mobile service environments in fulfilling customers’ needs, enhanced customers’ engagement behaviors and brand loyalty. Originality/value This study proposed and empirically investigated the role of m-servicescapes in customers’ evaluations on needs fulfillment and their positive responses in the hotel industry.

scholarly journals Influencing Factors for the Acceptance of 3G Mobile Service in Kathmandu Valley

2018 ◽  
Vol 1 (2) ◽  
pp. 135
Author(s):  
Anij Taludhar
Keyword(s):  
Significant Influence ◽  
Service Providers ◽  
User Acceptance ◽  
Mobile Internet ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Kathmandu Valley ◽  
Mobile Service ◽  
Perceived Ease Of Use ◽  
Internet Service

<p>The mobile industry in recent years has been growing at a speedy pace where the use of cell phone is no longer limited to conventional usage like the voice communication, but has enriched the customer experiences with mobile internet services and other value added services. Along with the growing mobile industry, technology behind it is also changing accordingly. However, the user acceptance of technology depends on various factors that lead to either user acceptance or rejection. This study thus aims to identify the major determining factors that influence the user to use the 3G mobile internet and examines the interrelation among the determinants along with effect of the demographic variable limited to Kathmandu Valley users. The conceptual framework of this study is based on the extended version of Davis (1989)’s technology acceptance model using variables social influence, price perception, perceived usefulness, perceived ease of use, attitude to use and behavior intention. The primary survey is conducted using a set of questionnaire, which produced 180 valid responses from the mobile users in Kathmandu Valley. The reliability of the data from questionnaire is verified with factor analysis and Cronbach’s alpha. The result shows that social influence has significant influence on perceived ease of use while it has no significant influence on perceived usefulness. Price perception, on the other hand, influences the perceived usefulness. Similarly, perceived usefulness and perceived ease of use influence the attitude of use, which finally influences the behavioral intention. Along with this, social influence is also found to be the extended factors that can influence the attitude of the users, which in turn affects the behavioral intention. Demographic variables, however in this study, have shown no significant influence on the behavioral intentions. On the whole, the usage of 3G mobile internet service is not seen to be satisfying from the study. The major reasons as surveyed from the users themselves for this lower utilization seems to be higher data costs, presence of cheaper alternatives for internet like Wi-Fi internet, quick drainage of battery and slow mobile internet service provided by the mobile service providers. Thus, for mobile service providers, internet service providers are their direct competitors for 3G mobile internet services. This paper enhances understanding of user acceptance of 3G mobile internet services.</p><p>Journal of Business and Social Sciences Research, Vol. 1, No. 2, pp. 135-152</p>

scholarly journals Analysis of Mobile Service Providers Performance Using Naive Bayes Data Mining Technique

2018 ◽  
Vol 8 (6) ◽  
pp. 5153
Author(s):  
M. A. Burhanuddin ◽  
Ronizam Ismail ◽  
Nurul Izzaimah ◽  
Ali Abdul-Jabbar Mohammed ◽  
Norzaimah Zainol
Keyword(s):  
Data Mining ◽  
Data Science ◽  
Service Providers ◽  
Telecommunication Service ◽  
Mobile Service ◽  
Business Growth ◽  
Data Mining Technique ◽  
R Language ◽  
Mining Technique ◽  
Industry Standard

Recently, the mobile service providers have been growing rapidly in Malaysia. In this paper, we propose analytical method to find best telecommunication provider by visualizing their performance among telecommunication service providers in Malaysia, i.e. TM Berhad, Celcom, Maxis, U-Mobile, etc. This paperuses data mining technique to evaluate the performanceof telecommunication service providers using their customers feedback from Twitter Inc. It demonstrates on how the system could process and then interpret the big data into a simple graph or visualization format. In addition, build a computerized tool and recommend data analytic model based on the collected result. From prepping the data for pre-processing until conducting analysis, this project is focusing on the process of data science itself where Cross Industry Standard Process for Data Mining (CRISP-DM) methodology will be used as a reference. The analysis was developed by using R language and R Studio packages. From the result, it shows that Telco 4 is the best as it received highest positive scores from the tweet data. In contrast, Telco 3 should improve their performance as having less positive feedback from their customers via tweet data. This project bring insights of how the telecommunication industries can analyze tweet data from their customers. Malaysia telecommunication industry will get the benefit by improving their customer satisfaction and business growth. Besides, it will give the awareness to the telecommunication user of updated review from other users.

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