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 Perception of the Selected Business Environment Aspects by Service Firms

2019 ◽  
Vol 10 (19) ◽  
pp. 111-127 ◽  
Author(s):  
Khurram Ajaz Khan ◽  
Gentjan Çera ◽  
Vaclav Netek
Keyword(s):  
Factor Analysis ◽  
Service Sector ◽  
Business Environment ◽  
Service Firms ◽  
Business Sector ◽  
Similar Group ◽  
Access To Finance ◽  
Business Support ◽  
Service Sectors ◽  
Macroeconomic Environment

The business environment is a profound concern for the state and institutions to make it encouraging to boost entrepreneurship. Given such relevance of the business environment, this paper aims to link selected business environment aspects to business sector. The study identified the perceived differences between sectors in the Czech and Slovak Republics and then a comparison of a similar group of firms. To shape the study, survey-based research planned and conducted in two segments of firm’s (service and non-service), covered 641 enterprises. The current research adopted factor analysis and then t-test and Mann-Whitney test to determine the results. The major findings of the study reveal that the Slovak firms in the service sector scored higher in macroeconomic environment, consumers’ consumption and competition factors and lower in access to finance factor, as compared to their non-service counterparts. However, another key finding indicates that the Czech entrepreneurs’ perception did not statistically differ in any selected aspects of business environment between the firms operating in service and non-service sectors. In all the cases business support was found insignificant. This paper adds to the existing literature in entrepreneurship by offering a better understanding of the linkage between business sector and business environment aspects.

Service firm performance and foreign ownership

2020 ◽  
Author(s):  
Jieun Choi
Keyword(s):  
Foreign Direct Investment ◽  
Firm Performance ◽  
Direct Investment ◽  
Service Sector ◽  
Service Performance ◽  
Service Firms ◽  
Entry Barriers ◽  
Factor Productivity ◽  
Service Firm ◽  
Service Sectors

Abstract Little is known about the performance of service firms and its relations with foreign direct investment (FDI), in part due to methodological and conceptual challenges in measuring service performance. This article suggests two possible measures of service firm performance: total factor productivity (TFP) and markups, with modification needed to improve those measures for the service sector. Using these measures, it examines service firm performance from 1997 to 2007 in Tunisia, where the service sector accounts for 60% of GDP but faces high protection and complex entry barriers. Then, it investigates whether variations in performance can be explained by FDI. It finds that FDI firms have higher TFP but lower markups than local firms, with significant variations across sub-service sectors.

Customer Switching Behavior Towards Mobile Number Portability

2020 ◽  
Vol 10 (3) ◽  
pp. 31-46
Author(s):  
Chandra Sekhar Patro
Keyword(s):  
Service Providers ◽  
Positive Influence ◽  
Switching Behavior ◽  
Switching Behaviour ◽  
Customer Switching ◽  
Rapid Changes ◽  
Number Portability ◽  
Telecom Operator ◽  
Telecom Sector ◽  
Improve Service Quality

The telecom services have been an imperative means for socio-economic development of a country and a large contributor to the rapid growth and modernization of various sectors of the economy. In recent years, the mobile services are having enormous growth due to rapid changes in technology. The mobile users have the choice to switch from one telecom operator to another within the telecom circle without the change of phone number. The introduction to MNP promoted more competition in the telecom sector and forced service providers to improve service quality and reduce prices. Therefore, it is necessary to understand the factors influencing customer switching behaviour for using mobile number portability. The study identified that the respondents are not only aware of MNP but also know the procedure of using MNP. The results show that service payout, trustworthiness, responsiveness, and monetary value have a positive influence on customers to switch over other service providers whereas accessibility and technology do not have a positive influence on customer switching behaviour.

Customer Switching Behavior in Service Industries: An Exploratory Study

1995 ◽  
Vol 59 (2) ◽  
pp. 71-82 ◽  
Author(s):  
Susan M. Keaveney
Keyword(s):  
Market Share ◽  
Exploratory Study ◽  
Critical Incident ◽  
Model Development ◽  
Service Industries ◽  
Switching Behavior ◽  
Service Firms ◽  
Marketing Literature ◽  
Customer Switching

Customer switching behavior damages market share and profitability of service firms yet has remained virtually unexplored in the marketing literature. The author reports results of a critical incident study conducted among more than 500 service customers. The research identifies more than 800 critical behaviors of service firms that caused customers to switch services. Customers’ reasons for switching services were classified into eight general categories. The author then discusses implications for further model development and offers recommendations for managers of service firms.

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.

scholarly journals ROLE OF MOTIVATIONAL FACTORS ON EMPLOYEE RETENTION IN SERVICE SECTORS: A STUDY WITH SPECIAL REFERENCE TO CHENNAI CITY

2021 ◽  
Vol 9 (6) ◽  
pp. 10-19
Author(s):  
E. Angelena Asha Chelliah ◽  
Syed Rafiq Ahmed
Keyword(s):  
Employee Retention ◽  
Service Sector ◽  
Motivational Factors ◽  
Average Score ◽  
Study Region ◽  
Significant Difference ◽  
Service Sectors ◽  
Chennai City ◽  
Retention Practices

Aim: The paper aims to measure the role of motivational factors on employee retention practices in service sectors in Chennai city. Data Sources: Primary and Secondary data used for the study. The Primary data sourced from the employees working in service sectors. The employees are contacted in electronic mode and obtained the responses from employees. Sample size & Method: The sample for this study consisted of 600employees drawn based on a simple random sampling method from the service sector. Out of 600 samples, 39 samples were rejected due to inadequate information provided by the employees. Finally, 561 samples were used for analysis. Findings: The study originated that the employees are satisfied with the motivational factors, i.e., compensation and Rewards, Pleasant Work Environment, Leadership styles, Training and Development, and Fringe benefits, offered by the service sectors in Chennai city. In addition, the paper also identified a significant association between motivational factors and employee retention practices in the service sectors. Furthermore, the study concluded that there is no significant difference among the employee's working sectors concerning the average score of motivational factors offered by the service sectors in the study region. The study created a significant association between motivational factors and the personal profile of employees working in the service sector in Chennai city. The study also initiates that there is a significant impact of motivational factors on employee retention in service sectors in the study region.

scholarly journals Long-Term Relationship Building and Customer Switching Behaviour in the Mobile Telecommunication Industry in Nigeria

2021 ◽  
Author(s):  
Ebhote Oseremen
Keyword(s):  
Service Providers ◽  
Mobile Network ◽  
Relationship Building ◽  
Switching Behavior ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Network Service ◽  
Customer Switching ◽  
Telecommunication Operators

This paper examined long-term relationship building and customer switching behavior among mobile telecommunication operators in Nigeria. The population of this study includes all mobile telecommunication company and their subscribers in Edo State, Nigeria. The samples for this study were drawn from Mobile Network Service Providers and their subscribers. For service providers, three (3) out of the nine (9) mobile network operators were selected (Nigeria Communication Commission NCC, 2020). Morgan and Krejcie's (1970) sampling methods were implemented to choose a sample of 322 mobile telecom subscribers Godden (2004). The paper employed regression analysis to analyze and test the hypothesis formulated. The result showed that long-term relationship building (Two-way Communication, Customer retention Strategy, Customer Loyalty, and Relational Bond) had a positive statistically significant relationship with customer switching behavior among mobile telecommunication operators (Network service providers) at p>0.05. The research recommends among others that players of the mobile telecommunication Industry (mobile network service providers) should embrace the application of long-term relationship-building to achieve, sustain and retain customers' usage of their products, this will enable them to compete better with other players in the industry. Also, they should engage in relational bonding aimed at creating attachment with the customer leading to customer retention and subsequently profitability.

scholarly journals Effectiveness of public procurement of innovation versus supply-side innovation measures in manufacturing and service sectors

2019 ◽  
Vol 46 (5) ◽  
pp. 732-746 ◽  
Author(s):  
Dragana Radicic
Keyword(s):  
Service Sector ◽  
Public Procurement ◽  
Public Support ◽  
Process Innovation ◽  
Supply Side ◽  
Service Firms ◽  
Process Innovations ◽  
The Usa ◽  
Service Sectors ◽  
Product And Process

Abstract Most quantitative evaluations report positive but small effects of supply-side innovation measures. Although the literature suggests that demand-side measures, in particular, public procurement of innovation, might be more effective in stimulating innovation than supply-side measures, empirical evidence on this proposition is scarce. To empirically test this proposition, we utilize the Eurobarometer 2014 survey to estimate the effects from public procurement of innovation as well as from the supply-side innovation measures on product and process innovations in manufacturing and service firms in the USA and Europe. Our findings suggest that the treatment effects of public procurement of innovation are indeed larger than the effects of supply-side public support on product innovation in both manufacturing and service sectors. This finding also holds for process innovation, but only in the service sector. In contrast, in manufacturing firms, the estimated effects on process innovation are only positive and significant in firms receiving public support.

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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