Customers Perception Towards Cellular Mobile Telephone Operators
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Customers Perception Towards Cellular Mobile Telephone Operators
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Author : Muhammad Sabir Rahman, Sr.
language : en
Publisher: ORIC Publications
Release Date : 2013-06-17
Customers Perception Towards Cellular Mobile Telephone Operators written by Muhammad Sabir Rahman, Sr. and has been published by ORIC Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-06-17 with Biography & Autobiography categories.
The research findings are based on perceptions of customers' about mobile phone operators. The study produced mixed result from the statistical outcomes; some of these results were expected and some, although obvious were interesting. Finally, it is proposed that, brand image is considered to be significant factor that influences customers' perception towards an operator, effect of advertising and promotion on customers' perception towards an operator is significant, there is a positive relationship existed between customer satisfactions toward customers' perception towards mobile phone operators, price or call rate of an operator is considered a substantial factor that influences customers' perception towards an operator, effect of service quality on customers' perception towards an operator is significant. Interestingly the effect of corporate image is not significant with customers' perception towards an operator. The findings of this research are valuable asset for mobile phone operators in Malaysia those who are struggling to implement a successful strategy for retaining consumers. Academicians, practitioners, researchers, policy-makers can also benefit from this research and its findings.
Customers Perception Towards Mobile Services And Their Influencing Factors In The Choice Of Service Providers
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Author : Muhammad Sabbir Rahman
language : en
Publisher:
Release Date : 2011
Customers Perception Towards Mobile Services And Their Influencing Factors In The Choice Of Service Providers written by Muhammad Sabbir Rahman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Cell phone services industry categories.
Given the importance of customers' perception in telecommunication business and the recent development of cellular phone business in Malaysia, a critical research agenda have arisen that requires attention of understanding the perception of consumers towards operators and the factors those are influencing in the choice of the providers. The research has set as its objective in the discovery of the influencing factors of customers' perception in their decision-making towards purchasing mobile phone line, to determine services information for formulating customers' perception of the mobile phone operators. To accomplish the objectives this research has explained the related concepts and theories; revealed and synchronized literature on consumer behaviour and developed a research framework grounded on a strong theoretical and literature review background. The empirical study was conducted in major cities in Malaysia where the emergency is required for this type of research to understand the customers' perception of mobile phone operators. The target population of this study were general customers' (N=400) of three main operators in Malaysia form significant cities where hand phone users are proportionately significant compared with other cities in Malaysia. The survey instruments included with demographic survey, and service quality, advertising and promotion, brand image, corporate image, customer satisfaction and service provider's price with seven point rating scale. The proposed research model described the direct relationships of service quality, advertising and promotion, brand image, corporate image, customer satisfaction and service providers' price towards customers' perception. These paths were related to causal processes. Thus structural equation modeling approach is necessary to examine these variables in this research. The data analysis of this study was organized into four stages (Stage I - Descriptive Analysis; Stage II - Exploratory Factor Analysis; Stage III - Confirmatory Factor Analysis; Stage IV - Structural Equation Modeling). Data were coded and analyzed by using the Statistical Packages for Social Sciences (Statistical Package for the social Science Version 15 SPSS Inc., Chicago, IL) and AMOS7(Analysis of Moment Structure Version). The research findings are based on perceptions of customers' about mobile phone operators. The study produced mixed result from the statistical outcomes; some of these results were expected and some, although obvious were interesting. Finally, it is proposed that, brand image is considered to be significant factor that influences customers' perception towards an operator, effect of advertising and promotion on customers' perception towards an operator is significant, there is a positive relationship existed between customer satisfactions toward customers' perception towards mobile phone operators, price or call rate of an operator is considered a substantial factor that influences customers' perception towards an operator, effect of service quality on customers' perception towards an operator is significant. Interestingly the effect of corporate image is not significant with customers' perception towards an operator. The findings of this research are valuable asset for mobile phone operators in Malaysia those who are struggling to implement a successful strategy for retaining consumers. Academicians, practitioners, researchers, policy-makers can also benefit from this research and its findings.
Customer Satisfaction On Mobile Phone Services
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Author : Dr. Sakru Ketavath
language : en
Publisher: Lulu.com
Release Date :
Customer Satisfaction On Mobile Phone Services written by Dr. Sakru Ketavath and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Mobile Telecommunication Customer Loyalty In Nigeria Determining Factors
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Author : Olayiwola Bello
language : en
Publisher: Diplomica Verlag
Release Date : 2012-11
Mobile Telecommunication Customer Loyalty In Nigeria Determining Factors written by Olayiwola Bello and has been published by Diplomica Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11 with Business & Economics categories.
With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry. This book attempts to assess and analyze the variables that influence a mobile phone subscriber?s loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses 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 an 87% response rate, could be used for the 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. Therefore, the retention which the service providers were able to enjoy can be described as circumstantial. The given recommendations include that the service providers embark upon drives that will reduce dropped calls to a bare minimum, that they improve call quality, and that they develop SMS delivery standards.
Journal Of Science And Engineering
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Author :
language : en
Publisher: ORIC Publications
Release Date :
Journal Of Science And Engineering written by and has been published by ORIC Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Consumer Perception Regarding The Cellular Services A Case Of Indian Cellular Companies
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Author : Sanjeet Singh
language : en
Publisher:
Release Date : 2014
Consumer Perception Regarding The Cellular Services A Case Of Indian Cellular Companies written by Sanjeet Singh 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.
In India cellular service were made available to the public after liberalization of telecom policy way back in1994. Since then ever operator in the cellular services sector has been vying to after of range of a new services. The present research investigated customer perception towards services provided by the cellular companies and checks the satisfaction level of the customers with the service they are using. The sample size used for this research is 100 and the samples are chosen from north India (Chandigarh, Mohali. Kharar, Sirhind and Gobindgarh) region viz. Airtel, Vodafone, BSNL, Reliance, Spice and others was taken into consideration. The statistical tools i.e., Standard deviation, Z test are used for the purpose of data evaluation.
A Study On Customers Attitude And Perception Towards Banking Services
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Author : Dr.C.Suresh
language : en
Publisher: Archers & Elevators Publishing House
Release Date :
A Study On Customers Attitude And Perception Towards Banking Services written by Dr.C.Suresh and has been published by Archers & Elevators Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Antiques & Collectibles categories.
Perceptions Towards Cellphone Features Among Indian Managers
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Author : Dibyendu Choudhury
language : en
Publisher: Archers & Elevators Publishing House
Release Date :
Perceptions Towards Cellphone Features Among Indian Managers written by Dibyendu Choudhury and has been published by Archers & Elevators Publishing House this book supported file pdf, txt, epub, kindle and other format this book has been release on with Antiques & Collectibles categories.
Building Customer Loyalty Through Value Added Services
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Author : Mandeep Singh
language : en
Publisher: GRIN Verlag
Release Date : 2012-02-08
Building Customer Loyalty Through Value Added Services written by Mandeep Singh and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-02-08 with Business & Economics categories.
Doctoral Thesis / Dissertation from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, , course: Management/Business Studies, language: English, abstract: The Indian cellular services market is growing at a rapid pace and the competition has also increased many folds. It has become imperative for the service providers to adopt such technologies and strategies which ensure their success in such a dynamic situation. As a result, the service providers are trying to develop an understanding about the customers in terms of enriching their experience by providing quality services resulting into a higher satisfaction and ultimately loyalty. With constantly decreasing Average Revenue Per User (ARPU) per month in a low tariff regime, the cellular operators in India are looking towards value added offerings for their customers in order to increase their ARPUs and survive in the coming tough times as they are unable to rely solely on the conventional voice services. The fact that the majority of cell-phone users are prepaid customers indicates towards a tendency for higher customer churn rate and thin profit margins to the mobile service providers despite a phenomenal increase in subscriber base. However, the situation has further been complicated with the instigation of mobile number portability, as it is going to enhance the customer churn rate due to the intense competition being faced by the operators in this market on the one hand and on the other very demanding customers. In such a scenario, the challenge for Indian cellular operators is to understand the preferences of their customers better and then to successfully offer the services that foster greater customer retention, as the entry of new global players in telecom market has further resulted in mounting customer acquisition and retention costs. Thus, all these facts highlight the relevance of value added services in an ever growing telecom market as a key strategic tool, not only for differentiation of services but also as a factor responsible for developing satisfaction and loyalty among the customers. Therefore, the present research study attempts to study the effects of Value Added Services (VAS) on Service Quality vis-à-vis Customer Satisfaction and Customer Loyalty in wireless telecommunication market. The findings of the present study convey that the service providers must concentrate their efforts not only on improving the core services but also the quality of Value Added Service (VAS) offered, as they have a potential to act as a strategic tool in order to enhance the customers’ satisfaction which will ultimately result in higher customer loyalty.
Exploring Switching Factors For Mobile Number Portability
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Author : Imran Hameed Khaliq
language : en
Publisher:
Release Date : 2017
Exploring Switching Factors For Mobile Number Portability written by Imran Hameed Khaliq 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.
Pakistan's mobile phone market is one of the world's fastest growing markets with a subscriber base of 137 million users. Competition in the country's telecommunication industry is dominated by four players and customer demand is high. In addition, Pakistan is the first country in South Asia to have implemented Mobile Number Portability (MNP) in March 2007. MNP is a facility that allows mobile subscribers to switch between service providers without changing their existing phone numbers. Mobile phone service provider's selection may be influenced by various factors. Therefore, this research was undertaken to explore factors affecting MNP and to determine which factors were most influential in the selection of mobile phone service providers in a developing economy like Pakistan. Moreover, the study also probed into differences in customer perceptions between pre-paid and post-paid customers. This exploratory study is based on primary data collected from 300 customers using services of different cellular companies who had experienced MNP facility. Factor analysis was carried out on obtained data and reliability of the resultant scale was verified to achieve the objectives of the study. The outcome of this research provided a concise framework of the various dimensions of customer choice. Contrary to previous researches, the result of this study indicated that infrastructural services, customer relationships, call quality and promotional packages were the most important factors affecting MNP. However, price of services was found less important factor in selection of telecommunication service providers. This study also showed that pre-paid and post-paid customers can be significantly different for many value-added services and promotional tools.
