The Effects of Telecommunication Service Quality Dimensions on Customer Satisfaction in Kathmandu Valley

Telecommunications have become a vital tool for the success of any business. The 21st-century telecommunication business has been described by hi-tech competition, which has brought attention to customer satisfaction. The study aimed to identify major influential dimensions that affect customer satisfaction. It was accompanied by a descriptive and causal research design and used a structured questionnaire as a survey instrument of the service quality (SERVQUAL) model. The population of this research covered all customers of the Telecommunication industry located at Kathmandu valley, and the sample considered 400 customers through convenience sampling techniques. The survey questionnaire was set in three sections with 38 questions of various types to collect data. The result showed a noteworthy strong positive relationship between service quality dimensions and customer satisfaction. It also revealed security was the major influential dimension of customer satisfaction, followed by tangibles, assurance, and empathy. The finding of the study helps all telecommunication industries to enhance service quality and develop a strategy to increase customer satisfaction and value. Hence, it infers that security, tangibles, assurance, and empathy increase the customer's satisfaction in telecommunications services. Overall service quality dimensions are commonly considered as crucial features of customer satisfaction.

Factors Affecting on Consumer Desire: Challenges of Mobile Phone Operators Bangladesh

Bangladesh, being a highly-populated area, begets a remunerative market for the telecommunication sector. Huge consumer probability attracts foreign investors provoking market competition higher entering new companies creating accrual in national GDP. To endure in the intensely competitive market, mobile telecommunication service provider companies are conscious about customer expectations and trying to compensate consumer demand offering quality services. This study elucidates the strategies of mobile phone companies to provide services to a satisfactory level, such as segmented marketing paves the way of focused marketing program which allows the companies to provide the expected services to the specific segment of consumers. This research also analyzes information collected about consumer expectations and unearths the factors affecting the volition of an operator and sketches some recommendations to the mobile phone operators.

GLOBALIZATION, INFORMATION COMMUNICATION TECHNOLOGIES AND ECONOMIC GROWTH IN NIGERIA

To achieve a meaningful pace of economic growth, most developing countries throughout the world embark on various policy reforms, and one of the policy reforms adopted in Nigeria was globalization and trade liberalization. While such policies have not provided the desired effects due to their linkage effect, the adoption and implementation of Information and Communication Technologies (ICTs) to supplement government efforts in these economies has brought considerable results. However, this technical advancement is expected to have a rapid impact on Nigeria's economic development. The policy on ICT adoption began shortly after the civilian regime took control in the year 2000. The country's licensed telecommunication service providers have had some noticeable macroeconomic effects, such as job creation and the expansion of the scope of small and medium businesses, faster service delivery, lower transportation costs, increased security, and higher national output, as well as an increase in teledensity of both fixed and mobile lines. The model's findings revealed that current telecommunications investment had no effect on GDP growth, but that investments made in the preceding two years had a considerable impact on current GDP, even though government spending slowed growth. A similar discovery was made about computer usage and how it influences investment decisions in Nigeria's telecommunications sector.

The Mediating Role of Customer Satisfaction and Brand Trust between the Relationship of Perceived Value and Brand Loyalty

Aims: This study aims to determine the mediating effect of customer satisfaction and brand trust between perceived value and brand loyalty of telecommunications services. Study design: Research paper. Place and Duration of Study: This research was conducted on telecommunication service product users in Aceh province, between 2019 to 2021. Methodology: The population in this study are telecommunication service customers in Aceh Province. Meanwhile, the sampling method used a purposive sampling approach, with a total sample of 304 telecommunication service users. The data analysis method used in this study is a quantitative approach consisting of Structural Equation Modeling (SEM) with Amos 2.2 and Sobel Test for testing the mediating effect. Results: This study finds that perceived value significantly influences customer satisfaction and brand trust (P-Value 0,000), which means that telecommunications service providers must always provide products with values that exceed customer expectations to increase customer satisfaction and trust. Then, customer satisfaction and brand trust have a significant effect on brand loyalty (P-Value 0,000 and 0,013). It means that telecommunications service providers must always evaluate the conditions of customer satisfaction and increase customer trust in the brands of telecommunications service to increase customer loyalty to the brand. Besides, perceived value also affects directly and indirectly on brand loyalty through customer satisfaction and brand trust. Conclusion: The results showed that perceived value, customer satisfaction, and brand trust had a significant effect on brand loyalty to telecommunication services in Aceh Province. Furthermore, customer satisfaction and brand trust can mediate the relationship between perceived value and brand loyalty of telecommunication services in Aceh Province.

Distribution, diversity and abundance of some insects around a telecommunication mast in Ilorin, Kwara State, Nigeria

Background The preponderant use of wireless telecommunication in the twenty-first century has enabled ease and efficient communication and a pervasive occurrence of electromagnetic fields (EMFs) that has significantly impacted the ecosystem. This study looks at the effect of radiations from wireless telecommunication EMF on the distribution, diversity and abundance of some insects in Nigeria. The study was undertaken in Ilorin, Kwara State, which is located in the Guinea Savannah belt of Nigeria. The chosen choice of study area was one with a telecommunication mast devoid of residential and human interference within a 10 km radius. Five sampling stations were selected around the mast and a control station. EMR intensity levels and pollinating insect number were monitored daily for 22 weeks using an acoustimeter and malaise traps. Collected insects were identified morphologically using appropriate keys. Results The mean electromagnetic radiation (EMR) intensity was significantly (P < 0.05) highest (1.58 ± 1.52 V/m) at sampling station B, and there was an increase in EMR intensity as the radius reduced around the mast. A total of 1878 insects were recovered from the study with the dominant species in terms of abundance of insects collected from the study being Musca domestica (0.39) followed by Apis mellifera (0.31) and Locusta migratoria (0.30), while the least dominant species Tetramorium caespitum (0.23). Conclusions Indeed, EMR intensity has an effect on the distribution, diversity and abundance of insects and there is a need to reduce the number of masts in use in the environment by encouraging telecommunication service providers to jointly use the same mast in an area for broadcast.

Classification methods comparison for customer churn prediction in the telecommunication industry

The need for telecommunication services has increased dramatically in schools, offices, entertainment, and other areas. On the other hand, the competition between telecommunication companies is getting tougher. Customer churn is one of the areas that each company gains more competitive advantage. This paper proposes a comparison of several classification methods to make a prediction whether the customers cancel the subscription to a telecommunication service by highlighting key factors of customer churn or not. The comparison is non-trivial due to the urgent requirements from the telecommunication industry to infer the most appropriate techniques in analyzing their customer churn. This comparison is often of huge commercial value. The result shows that Artificial Neural Network (ANN) can predict churn with an accuracy of 79%, Support Vector Machine (SVM) with 78% accuracy, Gaussian Naïve Bayes, and K-Nearest Neighbor (KNN) with 75% accuracy, while Decision Tree with 70% accuracy. Moreover, the technique with the highest F-Measure is Gaussian Naïve Bayes with 65% and the technique with the lowest one is Decision Tree with 49%. Hence, ANN and Gaussian Naïve Bayes are two methods with high recommendation to predict the customer churn in the telecommunication industry.

Transitivity and Bidirectional Framing in Telecommunication Advertisements

Advertisements are onerous ways of representing the identity of producers and consumers who are both agents of social life, and mobile telecommunication advertisement is not an exception. However, this has not attracted sufficient attention in linguistic studies. This study investigates the bidirectional framing of the identities of telecommunication service providers and the subscribers in twelve MTN and GLO advertisements, aired on popular mainstream television stations between 2014 and 2017. These were downloaded from youtube, where they are trended as unsolicited adverts to reach millions of users. The qualitative analytical approach was adopted, using transitivity, in the systemic functional linguistic (SFL) framework, as theory, to analyse transcribed texts from the advertisements. The findings show that copywriters use material, mental, verbal, relational and existential processes to frame service providers as welfarists, supremacists and benefactors/beneficiaries, and the subscribers as consumerists, opportunists and beneficiaries/benefactors. The supremacist’ and welfarist’ identities are used as indexes to establish the stiff competition between and among service providers to gain more subscribers. The results also show that welfare services are initiated as basis for out-doing self and other-self services. The enthusiasm of the subscribers to use services account for their framing as ‘consumerists’ and ‘opportunists.’ The beneficiary and benefactor identities are bidirectional, as both service providers, and subscribers mutually benefit from each other in a one-to-one relation. The study concludes that transitivity processes are indelible linguistic resources used in telecommunication advertisement to bidirectionally frame the identities of service providers and subscribers, with a view to enhancing consumerism.

Coordinated Multicast/Unicast Transmission on 5G: A Novel Approach for Linear Broadcasting

Linear broadcasting services, with a scheduled programming, constitute a paramount telecommunication service for today’s society. Although the existing technology is mature, current linear broadcast systems have serious limitations when providing service to moving users or users placed in areas with complex orography and poor signal quality. To overcome these limitations, 3GPP 5G standard has included a work item to support 5G multicast/broadcast services for future Release 17. This paper investigates the integration of point-to-point (unicast) communication with cellular multicast/broadcast on 5G technology to extend the current support of linear broadcasting services. This integration relies on the use mobile edge computing (MEC) at the 5G base station (gNB) to host a dynamic adaptive streaming over HTTP (DASH) server that is coordinated with the multicast transmission to complement the broadcast service. This approach join the reliability of point-to-point communications, with dedicated resources for each user, with the spectrum efficiency of multi-cast communications, where a set of users share common resources. The cooperation between those unicast and multicast schemes allows those users whose coverage is not good enough, to complete the linear broadcast flow through the point-to-point transmission via MEC. The benefits of such approach have been assessed with simulations in a realistic scenario that considers a vehicle moving across a sparsely populated region in southern Spain. Results reveals that throughput and bitrate playback (reproduction rate) are greatly improved when unicast/multicast integration is enabled since the number of stalling events is reduced significantly.

An Empirical Study on Customer Churn Behaviours Prediction Using Arabic Twitter Mining Approach

With the rising growth of the telecommunication industry, the customer churn problem has grown in significance as well. One of the most critical challenges in the data and voice telecommunication service industry is retaining customers, thus reducing customer churn by increasing customer satisfaction. Telecom companies have depended on historical customer data to measure customer churn. However, historical data does not reveal current customer satisfaction or future likeliness to switch between telecom companies. The related research reveals that many studies have focused on developing churner prediction models based on historical data. These models face delay issues and lack timelines for targeting customers in real-time. In addition, these models lack the ability to tap into Arabic language social media for real-time analysis. As a result, the design of a customer churn model based on real-time analytics is needed. Therefore, this study offers a new approach to using social media mining to predict customer churn in the telecommunication field. This represents the first work using Arabic Twitter mining to predict churn in Saudi Telecom companies. The newly proposed method proved its efficiency based on various standard metrics and based on a comparison with the ground-truth actual outcomes provided by a telecom company.