scholarly journals Switching intentions in Telecom industry: a case of University students in Bahawalpur

2013 ◽  
Vol 3 (3) ◽  
pp. 355
Author(s):  
Muhammad Rizwan ◽  
Muhammad Aurangzeb Khan ◽  
Rabia Khan ◽  
Saima Shafiq
Keyword(s):  
Service Failure ◽  
Switching Behavior ◽  
Telecommunication Industry ◽  
Retention Period ◽  
Services Sector ◽  
Customer Switching ◽  
Negative Effect ◽  
Core Service ◽  
Consumer Switching ◽  
Self Administered Questionnaire

Consumers are the valuable assets of the organization as they are the ultimate destination of any product or services since they are the ultimate users of the any product or services thus the success of any organization depends upon the satisfaction  of the customers, if not they will switch to other brands. The present paper attempt to study the consumer switching intentions in the telecommunication industry. The research aimed to find the reasons behind the customer switching behavior in cellular services sector of Pakistan. To conduct the research, we surveyed 170 respondents across the different departments in the ISLAMIA UNIVERSITY BAHAWALPUR. The survey was based on the self administered questionnaire. Respondents were selected on the random basis. After examining the collected results, we inferred that the customer switching intentions mainly dependent on the price, core service failure and then the customer satisfaction. This research also confirms the negative effect of trust on switching .intentions .Trust can increase the loyalty of customer which decreases the intentions of consumers to switch. Using regression it is concluded that proposed variables have a significant relationship with the switching. Companies should focus on these factors to retain their customers and make them loyal enough that they could have a long retention period with the company.

Reasons to switch: empowered vs less powerful bank customers

2019 ◽  
Vol 37 (6) ◽  
pp. 1441-1461 ◽  
Author(s):  
Jeanette Carlsson Hauff
Keyword(s):  
Service Provider ◽  
Financial Services ◽  
Online Survey ◽  
Financial Institution ◽  
Service Failure ◽  
Survey Methods ◽  
Mediating Effect ◽  
Switching Behavior ◽  
Content Type ◽  
Consumer Switching

Purpose The purpose of this paper is to contribute to the existing literature of driving and impeding switching factors by operationalizing the catalyst factor of perceived power among customers. Acknowledging the importance of trust in a financial context, a trust-based framework for the analysis is used. The study explicitly analyzes factors of importance for subsequent switching of banks for empowered customers (i.e. savers) and low-on-power customers (i.e. borrowers). Design/methodology/approach The study measures factors driving or impeding switch of service provider, together with measures of trust and power using online survey methods. The sample is intended to focus on savers and borrowers, defined quantitatively as well as perception wise. Through a multi-group SEM analysis, differences between the samples of savers and borrowers are analyzed. The dependent variable was in both cases inclination to switch. Findings The paper manages to define differences between empowered and less empowered customers, such as borrowers and savers. The mediating effect of trust prevails only for borrowers: here, the only effect on switching behavior stems from a full mediation of stability through trust. For savers, direct influences of both service failure and lack of involvement on trust are of major importance. The importance of trust, however, is lacking; for the sample of savers, the link between trust and switching behavior is insignificant. Practical implications The results may be used as a tool box in order to address consumer switching behavior and mobility in the financial services market. The biggest obstacle for switching banks among savers is the low level of involvement. This has clear implications regarding how to increase switching, e.g., by raising interest. Focusing instead on borrowers, stability of the chosen financial institution turned out to be the most important factor. Originality/value This paper introduces a view on consumer switching behavior, taking into account differences regarding service provider relations (empowered savers vs less empowered borrowers) and the importance of trust in these two settings. The paper introduces trust as a mediator between switching behavior and four determinants: stability, personal relations, service failure and internet-related issues, and involvement.

scholarly journals Analisis Perilaku Brand Switcing Konsumen ...(Dimas Dan Muchammad Agung) 1 Analisis Perilaku Brand Switcing Konsumen Produk Air Mineral Di Wilayah Kabupaten Banjarnegara

Media Ekonomi ◽  
2017 ◽  
Vol 14 (1) ◽  
pp. 1
Author(s):  
Dimas Bayu Arianto ◽  
Muchammad Agung Miftahuddin
Keyword(s):  
Mineral Water ◽  
Service Failure ◽  
Free Variable ◽  
Switching Behavior ◽  
Service Encounter ◽  
Ethical Problems ◽  
Service Failures ◽  
Brand Switching ◽  
Core Service ◽  
E6 And E7

This study aims to determine the effect of free variable price, inconvenience, core service failure, service encounter failure, response to service, attraction by competitors, ethical problems, and involuntary switching to switching behavior of mineral water brand in the region Banjamegara both partially and simultaneously. And to determine the independent variables that most influence on switching behavior of mineral water in the Banjarnegara. The method used in sampling is purposive sampling, the sampling is based on specific criteria and goals, with criteria respondents who are buying it either weekly or monthly at the distributor or the same store and was in the region Banjamegara. The analytical method used was multiple linear regression test with a significant level (α) 0,1 and the elasticity test. The results of this study concluded that prices, core service failures, service encounter failures and ethical problems are partially no effect on brand switching, with a significant value of 0,838, 0,925, 0,239 and 0,329 more than 0,1. But attraction by competitor and involuntary switching partially significant effect on brand switching, with a significant value of 0,070 and 0,087 is less than 0,1. price, inconvenience, core service failure, service encounter failure, response to service, attraction by competitors, ethical problems, and involuntary switching simultaneously had no effect on brand switching, with a value significantly by 0,141 more than 0,1. involuntary switching variables that most influence on brand switching. This is indicated by the value of E8 > E1, E3, E4, E6 and E7 is 0275 > 0,018, -0,009, 0,153, 0,176 and -0,111. Key words: Price, Inconvenience, Core Service Failure, Service Encounter Failure, Response To Service, Attraction By Competitors, Ethical Problems, Involuntary Switching and Brand Switching.

Message-related effects on consumer switching when the preferred product is out of stock

2017 ◽  
Vol 51 (5/6) ◽  
pp. 1091-1109 ◽  
Author(s):  
Hsuan-Hsuan Ku ◽  
Chien-Chih Kuo ◽  
Wan-Ting Huang
Keyword(s):  
Design Methodology ◽  
Product Performance ◽  
Current Understanding ◽  
Switching Behavior ◽  
Short Supply ◽  
Content Type ◽  
Potential Gain ◽  
First Choice ◽  
Customer Switching ◽  
Consumer Switching

Purpose This paper aims to investigate the effect of retailers’ consumer communications in prompting the choice of an in-stock alternative to an out-of-stock first-choice product. Design/methodology/approach Four between-subjects experiments assessed the extent to which the likelihood of a retail customer switching to a similarly-priced alternative when a first choice was out-of-stock was affected by messages concerning stockout status (Studies 1a and 1b). They further examined the interaction effects on participants’ preference of messages comparing the available versus unavailable options and stating stockout status (Study 2) and those giving information on the reasons for the stockout and on its status (Study 3). Findings Participants maintained their original preference for an out-of-stock product unless an external restriction on choice prompted them to forsake it or they perceived a strong reason to opt for an in-stock alternative. There was a greater tendency to switch if the alternative offered a potential “gain” or the reasons given for a stockout were irrelevant to product performance, whether the participant was expecting imminent re-stocking. Switching was triggered when the available alternative was directly comparable to the original or the retailer’s explanation related to an attribute judged trivial, but only if short supply was expected to continue. Originality/value The studies add to current understanding of how shoppers respond to unavailability of a first-choice product by examining the effect on switching behavior of messages about the stockout situation that are communicated deliberately or inadvertently by retailers.

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 AN EXPLORATION OF CUSTOMERS’ SWITCHING BEHAVIOR IN ISLAMIC BANKING INDUSTRY

2017 ◽  
Vol 2 (2) ◽  
pp. 251-286
Author(s):  
Ali Rama
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Service Failure ◽  
Switching Behavior ◽  
Survey Method ◽  
Islamic Banking ◽  
Islamic Banks ◽  
Islamic Bank ◽  
Customer Switching

The existence of the switching behavior among Islamic bank customers may affect to the survival of the Islamic banks of the country. Switching behavior is mostly as an outcome of the negative service experience that may be related to several factors. The purpose of the study is to provide an insight of the drivers that lead to a bank customer switching behavior from one Islamic bank to another bank. The study employed survey method through questionnaire instrument and distributed to Islamic banking customers in several areas of Banten Province, Indonesia. The result of statistical analysis shows that customer satisfaction, service quality, shariah compliance, prices and involuntary switching have their significant effect on customers’ switching behavior in the Islamic banks. However, service failure and advertisement are not statistically significant in driving bank switching. Therefore, the Islamic bank manager should shape their business model around customers’ needs and focuses operational improvements on customers’ most valued interactions.  Keywords: Switching behavior, Customer satisfaction, Service quality, Shariah compliance, PricesJEL Classification: G14, G20, G21, M30, D10

Factors Affecting Customer Switching Behavior towards Hybrid Electrical Vehicles (HEV’s) from a Customer Perspective in Jordan

2018 ◽  
Vol 1 (3) ◽  
pp. 53
Author(s):  
Bushra Mahadin
Keyword(s):  
Decision Making ◽  
Consumer Behaviour ◽  
New Technologies ◽  
International Marketing ◽  
Current Trend ◽  
Switching Behavior ◽  
Future Research ◽  
Decision Making Process ◽  
Customer Switching ◽  
Electrical Vehicles

Purpose-This paper aims to investigate factors that affect customer switching from Internal Combustion Engine Vehicles (ICEV’s) to Hybrid Electrical Vehicles (HEV’s), in Jordan for the period of (2010-2014).Design/methodology/approach-A self-administered survey was hand-delivered to the targeted sample of car users in Jordan. The authors delivered 400 questionnaires to customers, from which 333 were deemed valid for the analysis, corresponding to the percentage of (83.25%) which indicates the validity of the study. Findings- There was no difference in switching behavior between (ICEV’s) and (HEV’s) based on gender in the Jordanian market. Fuel consumption efficiency was the number one variable that supports the switching behavior towards (HEV's), followed by Eco friendliness, lower taxes and technological features. Price and the current trend in the market were the least supporting factors. In addition to that the perception of the battery life of (HEV's), limited choices in the market, lack of information and fear of the relatively new technology were the major hindering factors of choosing an (HEV).Research limitations-Future research needs to investigate other factors that may affect customers’ behavior such as perceived image, trust, and subjective norms. Future research should investigate into the importance of environmental awareness and new technologies, and gender differences in behavior. From an international marketing standpoint, comparative studies between Jordanian and non-Jordanian customers are potential areas of future research for international marketing strategies and cross-cultural consumer behaviour analysis. Practical implications-The paper identifies the determinants of switching behavior. marketers should focus addressing customers concerns in terms of providing enough information and building awareness towards the technology and it's benefits towards the society and the environment.Originality/value-Our study is one of the few in Jordan that investigates the switching behavior towards vehicles technology. Our study is thought to have made a modest contribution to consumer behaviour literature and, specifically, for decision making process. It offers marketers insights into the determinants of switching behavior towards the hybrid vechicle technology and how this contribute to consumers’ decision making process and attitudes to achieve the intended behavioural outcomes

Consumer switching behavior in the Asian banking market

2004 ◽  
Vol 18 (3) ◽  
pp. 215-223 ◽  
Author(s):  
Philip Gerrard ◽  
J. Barton Cunningham
Keyword(s):  
Switching Behavior ◽  
Banking Market ◽  
Consumer Switching
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