Antecedents of customer loyalty in mobile telecommunication companies in Cameroon

The mobile telecommunication (telecom) sector has become the basic source of information nowadays, especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country.

Examining the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda

This paper aims to examine the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda, using a Servqual model. The association between customer satisfaction level and service quality characteristics has been tested with a regression analysis. In this study, assurance as a Servqual dimension has been substituted with tariffs to exhibit its effect on customers’ satisfaction levels. Findings verified that some of the Servqual dimensions including reliability, empathy, and responsiveness have been positively affecting the customer satisfaction level in the Ugandan context. The study also demonstrated that the prices of products and services of telecom companies were not the major concerns for telecom consumers in Uganda. The study, finally, provides some practical guidelines to managers of telecom companies as well as hinting out which Servqual dimensions are valued most by customers in Uganda.

The Impact of Participative Decision-Making on Organizational Commitment: A Study among Employees of Mobile Telecom Companies in Yemen

Purpose: The study aimed at examining the relationship between participative decision-making and organizational commitment among employees working in mobile telecom companies in Yemen. Approach/Methodology/Design: This study is descriptive-analytical. The study population comprised the employees working at the four mobile telecom companies in Sana'a, Yemen's capital city (Yemen Mobile, Sabafon, MTN and Y-Telecom). One hundred twenty questionnaires were collected and were valid for the data analysis. Different statistical tools, including regression analysis and correlation coefficients, were applied, and data were analyzed using SPSS. Findings: The regression analysis output shows a significant positive relationship between participative decision-making and affective commitment (β = 0.48, p < 0.001). Furthermore, the regression analysis shows a significant positive relationship between participative decision making and continuance commitment (β = 0.59, p < 0.001). In addition, the significance of regression analysis tested using the regression coefficients shows a significant positive relationship between participative decision-making and normative commitment (β = 0.72, p < 0.001). Practical Implications: The study recommends that the companies managers need to motivate and inspire their employees to actively participate in the decision-making process to enhance their level of organizational commitment. Originality/value: The study presents evidence from a new setting where insufficient analysis has been performed to investigate the direct relationship between the variables tested.

Contribution of Nepal Telecom to Nepalese Revenue

Public enterprise in Nepal plays vital role in generating revenue in Nepal. Nepal Telecom (NT) is the leading and high revenue contributing public enterprise in Nepal. The main aim of this study is to examine the contribution of different tax from NT to Nepalese revenue. Hence, descriptive research design was applied to complete this study. Under the descriptive research design case study of NT has carried out to attain the desired objective of this study. At present there are major five licensed mobile telecom are into operation in Nepal which was considered as population. Out of these, NT has coverage nationwide as well highest revenue generating company. So, NT is taken as sample by following the convenience sampling method. The study has based on secondary data. Revenue from NT includes income tax, and VAT, custom, service fees, local development fees, dividend tax, and share of profit etc. The income tax from NT to total revenue is the highest 1.66 percent and the least 1.19 percent and average 1.43 percent during the study period

An investigation of brand equity dimensions and customer retention: A perspective of postpaid telecom subscribers in Lagos State, Nigeria

This study investigates brand equity dimensions and customer retention of the Nigerian telecommunications industry. Cross-sectional research design was adopted to survey 368 postpaid subscribers. The respondents were selected through multistage sampling techniques. The four dimensions of brand equity (brand awareness, brand association, perceived quality, and brand loyalty) were found to be correlated with one another and with overall brand equity. Similarly, the four dimensions were correlated to and significantly predicted customer retention. The study concluded that improvement of all the four dimensions of brand equity is indispensably vital to customer retention in the mobile telecom industry. The study recommended that telecom operator that is desirous of sustaining high brand notch in the marketplace should intensify their effort to improve on all the four dimensions of brand equity to enhance subscribers’ retention. Findings of this study fill important gaps and contribute to the body of literature related to brand equity dimensions and customer retention from customers’ perspective.