scholarly journals Customer Perception in Selection of Prepaid Mobile Services

2019 ◽  
Vol 8 (9) ◽  
pp. 2420-2423
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Mobile Services ◽  
Specific Service ◽  
Telecommunication Sector ◽  
Customer Perception ◽  
Customer Churn ◽  
Level Of Satisfaction ◽  
Very High ◽  
Selection Of

India, the rampant heading country in the telecommunication sector, shows predominant growth in mobile subscription through rigor rural penetration. Tangentially the rate of monthly customer churn is very high when compared with other countries across the globe. Mobile churn is very alarming particularly in prepaid segment against postpaid. This slowly triggers the mobile segment to endure the stage of saturation. Hence it is significantly emergent for the mobile operators to investigate the exact map of the customers’ perception to select the mobile operators based on the attributes of prepaid mobile services. This study focuses on the causes for the customers to select specific service providers and to gauge their level of satisfaction on the corresponding mobile services. This research will affirm the mobile operators to slot in the essential strategies to increase the level of customer loyalty.

scholarly journals The Effect of Unified Globalised Corporate Social Responsibility Strategy on Customer Loyalty

2021 ◽  
Vol 92 ◽  
pp. 06036
Author(s):  
Kamaldeep Singh
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Value Added ◽  
Main Tool ◽  
Telecommunication Sector ◽  
Telecommunication Company ◽  
Corporate Social

Research Background: In this modern world, every person needs a specific medium of information in order to survive with the communication means which is effectively and easily answered by the means of telecommunication. In this fast and rapidly moving world, the telecommunication sector has become a main tool to share and communicate information from one end to another. It bridges the gap between people irrespective of cities, countries or continents. During such modern and fast paced telecommunication times, a well devised customer social responsibility is known as catalyst that can significantly elevate the business operations for any telecommunication organizations in this sector. In order to advance in this rapidly growing technical market every telecommunication company is trying to maintain strong relationships with the customers in order to provide better service quality and develop new market strategies. The author suggests that telecommunication service providers must work on customer social responsibility strategies and policies that immensely reflects a significant impact towards customer loyalty. Purpose of the article: To examine that how corporate social responsibility in lieu with service quality and customer satisfaction affects the customer loyalty in telecommunication sector. This article also highlights the customer behaviour towards CSR policies and what significance value added services have on the customer accordingly. Methods: The author used descriptive statistics employed to analyse survey. Based on the finding the author has prepared the analysis and result. Finding & Value added: Implementing the CSR practice that is corporate social responsibility and better customer service quality, a telecommunication company can increase customer loyalty.

The Impact of Customer Churn Factors (CCF) on Customer's Loyalty

2019 ◽  
Vol 10 (1) ◽  
pp. 48-70
Author(s):  
Hussein Moselhy Syead Ahmed
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Linear Regression Analysis ◽  
Telecommunication Service ◽  
Telecommunication Services ◽  
Customer Churn ◽  
Customer's Loyalty ◽  
Churn Management ◽  
The Impact ◽  
Descriptive Method

This article analyzes the impact of customer churn factors on improving the customer loyalty towards telecommunication service providers in Egypt. To accomplish this, a descriptive method is used. 1500 unique e-mails of customers of telecommunication service providers who have used telecommunication services of these providers were randomly selected. With a 25.6% response rate, the questionnaires were distributed through email and self-administered for data collection. Linear regression analysis was used on the responses. The results showed that there is a statistically significant relationship between customer churn factors and customer loyalty to improve factors and increase loyalty achievement to the telecommunication service providers in Egypt, The implications of the study are that the providers should better manage their relationships with the customers as a competitive policy in the telecommunication service marketplace. It can do that by customer churn management to decrease churn rate and increase customer loyalty.

scholarly journals Modeling the rationality of customers’ switching mobile services behavior

2019 ◽  
Vol 11 ◽  
pp. 184797901986541 ◽  
Author(s):  
Sa’Ed M Salhieh
Keyword(s):  
Customer Loyalty ◽  
Service Provider ◽  
Rational Choice Theory ◽  
Choice Theory ◽  
Service Providers ◽  
Mobile Services ◽  
Switching Behavior ◽  
Mobile Service ◽  
Logistics Regression ◽  
True Choice

This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.

scholarly journals Contractual Obligations between Mobile Service Providers and Users

2007 ◽  
pp. 143-148
Author(s):  
R. Willis ◽  
A. Serenko ◽  
O. Turel
Keyword(s):  
Customer Loyalty ◽  
Service Providers ◽  
Mobile Services ◽  
Mobile Service ◽  
Contractual Obligations ◽  
Empirical Investigations

This article will present implications for both scholarship and practice. In terms of academia, it is believed that researchers conducting empirical investigations on customer loyalty with mobile services should be aware of the two independent dimensions of the business-customer relation-ship and utilize appropriate research instruments to ensure the unidimensionality of each construct.

scholarly journals Next-Wave of E-commerce: Mobile Customers Churn Prediction using Machine Learning

2021 ◽  
Vol 5 (2) ◽  
pp. 62-72
Author(s):  
Asif Yaseen
Keyword(s):  
Machine Learning ◽  
Feature Selection ◽  
Service Providers ◽  
Mobile Commerce ◽  
Personal Digital Assistants ◽  
Churn Prediction ◽  
Telecommunication Sector ◽  
Feature Selection Technique ◽  
Customer Churn ◽  
Feature Selection Approach

With the swift increase of mobile devices such as personal digital assistants, smartphones and tablets, mobile commerce is broadly considered to be a driving force for the next wave of ecommerce. The power of mobile commerce is primarily due to the anytime-anywhere connectivity and the use of mobile technology, which creates enormous opportunities to attract and engage customers. Many believe that in an era of m-commerce especially in the telecommunication business retaining customers is a big challenge. In the face of an extremely competitive telecommunication industry, the value of acquiring new customers is very much expensive than retaining the existing customer. Therefore, it has become imperative to pay much attention to retaining the existing customers in order to get stabilized in a market comprised of vibrant service providers. In the current market, a number of prevailing statistical techniques for customer churn management are replaced by more machine learning and predictive analysis techniques. In this study, we employed the feature selection technique to identify the most influencing factors in customer churn prediction. We adopt the wrapper-based feature selection approach where Particle Swarm Optimization (PSO) is used for search purposes and different classifiers like Decision Tree (DT), Naïve Bayes, k-NN and Logistic regression is used for evaluation purposes to assess the enactment on optimally sampled and abridged dataset. Lastly, it is witnessed through simulations that our suggested method accomplishes fairly thriving for forecasting churners and hence could be advantageous for exponentially increasing competition in the telecommunication sector.

scholarly journals Satisfaction on the university frontline services: From the lens of transacting students and employees

2021 ◽  
Vol 10 (3) ◽  
pp. 984
Author(s):  
Marivic A. Gorospe ◽  
Ma. Angelita S. Rabanal ◽  
Arlene D. Talosa
Keyword(s):  
Client Satisfaction ◽  
Service Providers ◽  
Reliable Information ◽  
Academic Life ◽  
State University ◽  
Older Students ◽  
Level Of Satisfaction ◽  
High Level ◽  
The University ◽  
Very High

Client satisfaction is an influential predictor of academic life, such as services delivered with suitable standards. Thus, the study focused on determining the level of client satisfaction on the frontline services of Cagayan State University in Aparri, Philippines from the perspective of students and employees. To assess suitability, relevance, and to ensure adequate and reliable information for the evaluation of the study, the researchers adopted the descriptive- evaluative design and ascertained the level of clients’ satisfaction on the frontline services received and experienced on the campus. The study, however, was limited to the assessment of the respondents on their level of contentment only on the frontline services and providers they have encountered. The results indicated a very high level of satisfaction with which heads of offices have gained higher satisfaction ratings than that of their staff. When grouped according to the respondents’ profile, the older students rated higher the frontline services and providers than the younger ones. At the same time, regular employees have a higher level of satisfaction as compared to non-regular. The result of the study manifests students' and employees’ very high contentment with the actual performances of the frontline service providers.

scholarly journals Relationship intention and satisfaction as predictors of wholesale and retail customers’ loyalty towards their training providers

2019 ◽  
Vol 20 (1) ◽  
pp. 29-50 ◽  
Author(s):  
C Pelser ◽  
P G Mostert
Keyword(s):  
Relationship Marketing ◽  
Customer Loyalty ◽  
Service Providers ◽  
Service Industries ◽  
Customer Relationships ◽  
Decision Makers ◽  
Customer Expectations ◽  
Selection Of ◽  
Strong Relationships

It is not surprising that service providers are increasingly attempting to establish customer loyalty as competition intensifies in service industries. Building long-term relationships and satisfying customer expectations could be an effective strategy to follow according to research that suggests strong relationships between customer relationships, customer satisfaction and customer loyalty. However, some researchers suggest that service providers should direct their marketing efforts only towards customers who have relationship intentions. It is thus essential for service providers to consider customers’ relationship intentions and satisfaction when drafting strategies aimed at building customer loyalty. The purpose of this study was to determine the extent to which relationship intention and satisfaction predict customer loyalty within the wholesale and retail training sectors. Data were gathered from 185 wholesale and retail skills development decision-makers located across South Africa, who were involved in the selection of their organisations’ training providers. Using hierarchical multiple regression analysis, the fi ndings indicate that relationship intention and satisfaction significantly predict customer loyalty towards wholesale and retail training providers. Wholesale and retail training providers thus need to understand that establishing customer loyalty depends on their ability to develop strong relationships with customers who are receptive to relationship marketing efforts, and to ensure that these customers’ needs are met.

scholarly journals The role of customer personality in satisfaction, attitude-to-brand and loyalty in mobile services

2020 ◽  
Vol 24 (2) ◽  
pp. 155-175
Author(s):  
Trevor Alexander Smith
Keyword(s):  
Customer Satisfaction ◽  
Personality Traits ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Service Providers ◽  
Mobile Services ◽  
Mobile Service ◽  
Content Type

Purpose The purpose of this study is two-fold. First is to explore the role of some customer personality traits in explaining customer satisfaction in mobile services. Second is to explore the relationship between satisfaction and loyalty of mobile services customers, mediated by attitude-to-brand considering the fierce competition and the fast industry growth. Design/methodology/approach The study used a cross-sectional design and a survey of mobile service customers. For the empirical analysis, the structural equation models were applied (partial least squares). Findings The results suggest that customers who are agreeable, neurotic and open to new experience are more likely to be satisfied with mobile services than other personality types. In addition, the satisfaction-loyalty link is fully mediated by attitude-to-brand. Hence, satisfaction is not a direct driver of loyalty in the mobile services business and loyalty is achieved when service providers simultaneously focussed on the customers’ satisfaction and their attitudes towards brands. Practical implications The study identified the personality trait drivers of customer satisfaction and the path to customer loyalty in the mobile services sector. With this information, mobile service providers should be better able to target and retain customers. Originality/value The study offers new insights into customer behaviour by using personality traits to identify requirements for achieving customer satisfaction, customer loyalty and attitude-to-brand.

Management And Effective Marketing Interaction: the Study of Problems

2018 ◽  
Vol 7 (5) ◽  
pp. 5-8 ◽  
Author(s):  
Е. Сергиенко ◽  
E. Sergienko ◽  
Н. Кетова ◽  
N. Ketova
Keyword(s):  
Customer Loyalty ◽  
Highly Qualified ◽  
Professional Activities ◽  
Successful Work ◽  
Qualified Personnel ◽  
Business Efficiency ◽  
Very High ◽  
Selection Of ◽  
Business Structure

The article discusses the current problems of personnel management and business efficiency. In modern conditions, a set of problems in this area is rightly considered from the perspective of marketing, which involves a focus on the consumer. So, for the successful work of the business structure is necessary to build long-term partnerships with consumers, and the process of verbal communication is provided directly by the staff of the company. The level of responsibility for the formation of customer loyalty in the process of such interaction is very high. Modern managers need to create effective internal programs that will be aimed at the selection of highly qualified personnel, quality training and involvement of employees in the workflow to achieve higher performance of their professional activities and, as a result — effective business development. The complex of problems in this area is studied in this work.

System Frame Erasure Rate and its Relationship to Perceived Call Quality in a Wireless Network

2013 ◽  
Vol 5 (4) ◽  
pp. 21-52
Author(s):  
Mike Irizarry ◽  
Mary Lind
Keyword(s):  
Customer Satisfaction ◽  
Wireless Network ◽  
Customer Loyalty ◽  
Service Providers ◽  
Customer Perception ◽  
Customer Perceptions ◽  
Wireless Service ◽  
Network Quality ◽  
The Relationship ◽  
Wireless Industry

This study demonstrates the relationship between customer perceptions of call quality and actual, objective call quality. This is important because the wireless industry invests substantially in network assets in the hopes of adding new wireless subscribers and retaining existing wireless subscribers. This research has contributed to a deeper understanding of the call quality / customer perception relationship demonstrating the need for wireless service providers to continually improve the network quality to increase customer satisfaction and customer loyalty.

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