Customer Satisfaction And Retention In The Mobile Phone Service In Peru
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Customer Satisfaction And Retention In The Mobile Phone Service In Peru
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Author : Clarisa Martinez Rondon
language : en
Publisher:
Release Date : 2009
Customer Satisfaction And Retention In The Mobile Phone Service In Peru written by Clarisa Martinez Rondon and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with categories.
Mobile Telecommunication Customer Loyalty In Nigeria Determining Factors
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Author : Olayiwola Wasiu Bello
language : en
Publisher: GRIN Verlag
Release Date : 2012-04-28
Mobile Telecommunication Customer Loyalty In Nigeria Determining Factors written by Olayiwola Wasiu Bello and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04-28 with Language Arts & Disciplines categories.
Master's Thesis from the year 2010 in the subject Communications - Miscellaneous, , course: Master of Business Administration, language: English, abstract: ABSTRACT This Master’s thesis sought to assess and analyze the variables capable of influencing loyalty of mobile phone subscribers as well as how service providers can enhance loyalty of their customers in Nigeria. The study was basically a survey that used the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire constituting 87% response rate were got for analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers while the generally low satisfaction with the present state of service delivery in the industry also plays a role in this direction. Therefore, the retention been enjoyed by the service providers can be described as circumstantial. Part of the recommendations given include the service providers embarking upon drives that will reduce to its barest minimum drop calls, improve call quality and SMS delivery which is likely to make subscribers perceive given quality as high among others
The Impact Of Customer S Satisfaction And Loyalty On Customers Retention In The Mobile Telecommunications Service An Integrative Model
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Author :
language : pt-BR
Publisher:
Release Date : 2003
The Impact Of Customer S Satisfaction And Loyalty On Customers Retention In The Mobile Telecommunications Service An Integrative Model written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003 with categories.
O objetivo principal deste trabalho consiste em identificar, dentre um conjunto de atributos de satisfação, lealdade e retenção, os elementos que têm maior impactona retenção de clientes no serviço de telefonia celular. Foi realizada uma pesquisa de campo com uma amostra de 123 usuários do serviço de telefonia celular prestado por operadoras no estado do Rio de Janeiro. Inicialmente são discutidos os conceitos de satisfação, lealdade e retenção de clientes acompanhados pela identificação dos principais atributos destes elementos no serviço de telefoniacelular. Logo após é apresentado o modelo integrativo de Gerpott, Rams e Schindler (2001) que serviu de base para este trabalho. Depois é apresentada a metodologia utilizada nesta pesquisa seguida pelos resultados obtidos na pesquisa de campo. A análise dos dados confirma a existência de uma relação causal de dois estágios entre a satisfação, lealdade e retenção de clientes, na qual asatisfação é um atributo chave da lealdade que, por sua vez, é um determinante central da retenção de clientes. O estudo também identifica que o atendimento aos clientes, os benefícios pessoais que o serviço de telefonia celular oferecem, e a avaliação que os clientes fazem sobre os preços cobrados pelo serviço são, dentre um conjunto de atributos de satisfação, lealdade e retenção, os elementos que têm o maior impacto na retenção de clientes no serviço de telefonia celular.
An Application Of The American Customer Satisfaction Index Model Acsim In The Nepalese Mobile Phone Sector
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Author : Kaji Bahadur Dahal
language : en
Publisher: GRIN Verlag
Release Date : 2016-05-02
An Application Of The American Customer Satisfaction Index Model Acsim In The Nepalese Mobile Phone Sector written by Kaji Bahadur Dahal and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-02 with Business & Economics categories.
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: B, Maastricht School of Management, course: MBA, language: English, abstract: Nepalese mobile phone market is one of the fast growing businesses with the penetration rate of at least 67.92% for GSM mobile services. Mobile phone providers have also been competing to offer dynamic services to customers. By doing this research, it is expected to offer inputs to enhance customer satisfaction with mobile services in Nepal. The term ‘customer satisfaction’ has become an emerging issue for academic research as business organizations recognize that customer satisfaction is the only way to win in the given tough competitive business world. The aim of this paper is to measure the antecedents and consequences of overall customer satisfaction with mobile services in Nepal. This study is probably the first of its kind in Nepal, which uses standard customer satisfaction measures (American customer satisfaction index model, (ACSIM) to examine the customer satisfaction with mobile services. It uses a structured questionnaire to collect the data from 242 young mobile users from two colleges in Nepal. Based on the observation, it is found that the influencing antecedents of customer satisfaction are customer expectation, perceived quality and perceived value. Similarly, it is also found that highly satisfied customers are more likely to repurchase and higher price tolerance to price increases by current mobile services provider or price decreases by rival. The result of this study is more applicable to young adult mobile services market in Nepal rather than to entire mobile subscriber population. The study reveals that mobile services provider must focus on improving mobile services quality to increase customer satisfaction and customer loyalty. The value of this study is that it uses well known research model to measure customer satisfaction with mobile services in Nepal.
Mobile Services In Retail And Their Influence On Customer Satisfaction
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Author : Joern Toellner
language : en
Publisher:
Release Date : 2014
Mobile Services In Retail And Their Influence On Customer Satisfaction written by Joern Toellner and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
Customer Satisfaction And Customer Loyalty To Mobile Phone Services In The Federal Territory Of Labuan
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Author : Hamizar Bin Hassan
language : en
Publisher:
Release Date : 2013
Customer Satisfaction And Customer Loyalty To Mobile Phone Services In The Federal Territory Of Labuan written by Hamizar Bin Hassan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Consumer satisfaction categories.
Satisfaction Of Individual Mobile Phone Users In Spain
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Author : Covadonga Gijón
language : en
Publisher:
Release Date : 2013
Satisfaction Of Individual Mobile Phone Users In Spain written by Covadonga Gijón and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
Consumer satisfaction is a key determinant of consumer retention, consumer welfare, and is also a strategic variable for competition and international comparisons. Spain's mobile customer satisfaction is the lowest in the European Union. The focus of this paper is to identify the determinants of residential mobile phone users' satisfaction among private consumers of mobile telecommunications in Spain. Two innovative aspects of this paper are the focus on individual residential consumers, and the usage of rich data to convey high quality statistical information. The contribution of each of the components to the overall satisfaction is measured. Also, relationships between different aspects of satisfaction and its determinants are formulated. The paper specifies econometric models and estimates them using a survey of 4,249 mobile phone users. The results indicate that customers are less satisfied with larger carriers, and are more satisfied with smaller and newer operators. Complaints about billing, difficulty in obtaining the required information and coverage are major contributors to consumer (dis)satisfaction. Policy recommendations are suggested to improve customer satisfaction, contribute to customer retention and improve the position of the country in the international rankings.
Service Quality Dimensions And Customers Satisfactions In Mobile Communications
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Author : Sakthivel Rani
language : en
Publisher:
Release Date : 2017
Service Quality Dimensions And Customers Satisfactions In Mobile Communications written by Sakthivel Rani and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with categories.
Objective - The world is moving towards continuous and ubiquitous availability of information. Entry of private operators in 1990's, competition has caused prices to drop and calls across India are one of the cheapest in the world. Technological advances combined with forces of globalization resulted in the transformation of the economy, industries, markets and customers resulting in a connected knowledge economy, borderless global economy, globalizing, covering and consolidating industries, fragmenting and frictionless markets and active, connected, informed and demanding customers. The objective of this research is to ascertain the constructs like customer satisfaction towards the mobile phone service providers, switching barrier and the customer loyalty factors.Methodology/Technique - Respondents in the study are the customers who use mobile phones. Primary data were collected with the help of the specially designed questionnaire, which was administered to the mobile users. The final questionnaire was pre tested on 40 respondents and the coefficient values are all above .8 thus meeting Nunnaly's recommendation of greater than 0.7 as the acceptable reliability level. The overall alpha value was 0.8 and the instrument consists of customer satisfaction regarding the mobile service providers, which includes factors like price (5 items, 0.816), network coverage (4 items, 0.795), customer service (5 items, 0.852) and usage (8 items, 0.884). Switching barriers factors consists of 28 items like credibility factors (8 items, 0.863), congruency factors (7 items, 0.816), switching cast (8 items, 0.871), and value (5 items, 0.900). Final part of the instrument includes 17 customer loyalty factors like trust (7 items, 0.858), commitment (4 items, 0.848), word of mouth (3 items, 0.779) and cooperation (3 items, 0.691).Findings - Gender, location of the customers and service providers has significant association with level of customer satisfaction. Gender and occupation has significant association with level of customer switching barriers. Hierarchical regression analysis was used to analyze the main effect and the adjustment effect of those switching barrier factors and the relative effect. Novelty - The contribution is that this study review theoretically and verifies empirically the relationship and mechanism between the customer retention and the switching barrier. Type of Paper: Empirical.
Marketing And Mobile Financial Services
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Author : Aijaz A. Shaikh
language : en
Publisher: Routledge
Release Date : 2018-12-21
Marketing And Mobile Financial Services written by Aijaz A. Shaikh and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-12-21 with Business & Economics categories.
Mobile financial services (MFS) are of major interest and importance to both researchers and practitioners. The role played by nonbanking actors including telecoms and FinTech firms as well as other participants, such as PayPal and Amazon, in developing and deploying innovative financial and payment services is undeniable. Peer2peer (P2P) payments from nonbank services are becoming increasingly commonplace and will shortly be codified by EC (EU?) regulations requiring banks to provide access to consumer data for third-party app developers and service providers. Three major mobile financial systems—mobile banking, mobile payments, and branchless banking—currently dominate the electronic retail banking sector. Although interconnected and interrelated, their business models, regulatory frameworks, and target markets are distinct. This book provides a unified perspective on MFS and discusses its evolution, growth, and future, as well as identifying the frameworks, stakeholders, and technologies used in financial information systems in general and MFS in particular. Academics and researchers in digital and financial marketing will find this book an invaluable resource, as will bank executives, regulators, policy makers, FinTech professionals, and anyone interested in how mobile technology, social media and financial services will increasingly intersect.
International Who S Who Of Professional Management
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Author : Joseph A. Parker
language : en
Publisher:
Release Date : 1999-11
International Who S Who Of Professional Management written by Joseph A. Parker and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-11 with Business & Economics categories.
