1. The document summarizes research on consumer mobile switching in Australia, including key objectives, insights from focus groups, and outcomes.
2. Insights from focus groups identified six "F" factors that influence switching: fed up, frustrated, feel powerless, fractious, finished with providers, and fingers on triggers to switch.
3. The research developed a Market Performance Indicator (MPI) to measure factors like trust, ability to compare offers, complaints, and expectations being met, which better explained switching behavior than satisfaction alone.
The international journal of business and managementPatrick Sweet
The study mainly determined the effect of customer satisfaction of service quality on customer retention intention of TiGo in the Abokobi-Madina locality. The study specific determined the extent of customer satisfaction of service delivery by TiGo; evaluated customer retention intention of TiGo; and finally related customer satisfaction of service delivery to customer retention intention. The study used quantitative methodology to investigate the effect of customer satisfaction of service quality on retention of Tigo. A structured questionnaire was used to gather data. Customers’ satisfaction of service quality delivered by Tigo and their intention to retain the service of Tigo were measured perceptually on Five-point scale. Questionnaires with a high reliability (Cronbach’s alpha >0.70) were delivered through personal contact and self-administered by the customers.
Overall, 250 respondent were selected. The study found that: the customers were satisfied with the quality of service delivered by Tigo; the customers could not indicate whether or not they would retain the services of Tigo; of the service quality dimension, tangibility, assurance and reliability had significant positive effect on customer retention intention of Tigo, while responsiveness had significant negative effect on customer retention. The study recommended that maintaining existing customers should be a better option than chasing for new non-existing customers by Tigo and that future study should consider expanding the scope so as to make the findings more dependable.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
This study investigates the relationship among customer satisfaction, customer trust, switching cost, and
customer loyalty in mobile telecommunication service market of Pakistan. Built on the review of pertinent
literature a research framework is developed based on the mediation of customer trust and moderation of
switching cost on the relationship of customer satisfaction with customer loyalty. The data were collected
from 515 customers in mobile telecommunication service market of Pakistan through convenience
sampling. Correlation matrix and ordinary least squares regression analyses are used to determine the
relationship among the variables. The findings confirm the framework that customer trust partially
mediates the relationship of customer satisfaction with customer loyalty. Switching cost has no moderating
effect in determining the relationship of customer satisfaction with customer trust and customer loyalty in
mobile telecommunication service market of Pakistan. This study addresses the importance of customer
satisfaction, customer loyalty, customer trust, and switching cost for the mobile telecommunication service
firms. The findings suggest that the firms should enhance customer satisfaction in order to gain customer
trust and customer loyalty. The significant relationships between the variables suggest that the research
framework is applicable to the firms of mobile telecommunication service market of Pakistan. Further, this
is probably among the first studies which look at mobile telecommunication service market of Pakistan in
context of customer satisfaction, customer trust, customer loyalty, and switching cost. The most obvious
finding to emerge from this study is that customer satisfaction and customer trust are the key determinants
in predicting customer loyalty.
Perceived Influence of Perceived Salesperson Relationship and Customer Satisf...ijtsrd
The telecommunications industry is fast growing and continues to attract competition. This makes it essential for telecommunication stakeholders to ensure retention of their current customers, in order to wade off patronising other networks. This among other reasons informed the study to investigate the influence of perceived salesperson relationship and customer satisfaction on customer retention of telecommunications Network users. The study adopted cross sectional survey research design and gathered data from two hundred and forty two 242 telecommunications users in Ibadan metropolis. Data was gathered through well designed questionnaire, comprising of different standardized scale of measurements. Frequency distribution revealed that more of the respondents 57.4 were males, while the other 42.6 were females. Findings revealed that there exists significant relationship between customer retention and salesperson relationship among telecommunications network users in Ibadan r = .46 P .01 . Also, there exists significant relationship between customer satisfaction and salesperson relationship among telecommunications network users in Ibadan r = .65 P .01 . When combined, salesperson interaction relationship and customer satisfaction accounted for about 8 variance in customer retention among telecommunications network users in Ibadan.From the findings, it was recommended that more policies should be put in place which will favour retaining customers. This will continue to retain the culture of retention to the product of the telecommunications service providers. Ojo Adeshina Akinwumi | Obi Ugochukwu. E "Perceived Influence of Perceived Salesperson Relationship and Customer Satisfaction on Customer Retention of Telecommunications Network Users" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31807.pdf Paper Url :https://www.ijtsrd.com/management/consumer-behaviour/31807/perceived-influence-of-perceived-salesperson-relationship-and-customer-satisfaction-on-customer-retention-of-telecommunications-network-users/ojo-adeshina-akinwumi
Product Marketing Management Services In. Pln (Persero) In ManadoIJMER
This study was conducted to determine how much influence marketing management product to the consumer's decision to buy the product in smart electrical services at PT. PLN (Persero) Manado area. The method used methods of quantitative analysis. The data analysis using the analysis of a single table and then testing the hypothesis using the Spearman Rank correlation studies seeking a relationship between two variables, namely the relationship between the variables X (Management product marketing services) and variable Y (Decision consumers). The population in this study amounted to 202 is a consumer and a sample of 67 respondents taro Yamane with a confidence level of 90%, 10% precision. Based on the results of the calculation of Spearman rank correlation coefficient, ie rs = 0.97, prove that there is a positive effect of the variable X (product marketing management services) with variable Y (Decision consumers) in a smart buying electrical products at. PLN (Persero) Manado area. The calculation of the coefficient of determination: (Kp = (rs) 2 x 100%) which shows the influence of variable X (Management product marketing services) with variable Y (Decision consumer) to purchase the product. The results obtained indicate Kp is equal to 94%, meaning that the presence of a smart electrical product marketing promotions, consumers / communities interested in using / buying smart electricity for their lighting needs at PT PLN (Persero) Manado Area. This is due to the influence of marketing management services to market products through smart electrical products marketing campaign that is sebsar 94%, while the remaining 6% is influenced by other factors not examined
The international journal of business and managementPatrick Sweet
The study mainly determined the effect of customer satisfaction of service quality on customer retention intention of TiGo in the Abokobi-Madina locality. The study specific determined the extent of customer satisfaction of service delivery by TiGo; evaluated customer retention intention of TiGo; and finally related customer satisfaction of service delivery to customer retention intention. The study used quantitative methodology to investigate the effect of customer satisfaction of service quality on retention of Tigo. A structured questionnaire was used to gather data. Customers’ satisfaction of service quality delivered by Tigo and their intention to retain the service of Tigo were measured perceptually on Five-point scale. Questionnaires with a high reliability (Cronbach’s alpha >0.70) were delivered through personal contact and self-administered by the customers.
Overall, 250 respondent were selected. The study found that: the customers were satisfied with the quality of service delivered by Tigo; the customers could not indicate whether or not they would retain the services of Tigo; of the service quality dimension, tangibility, assurance and reliability had significant positive effect on customer retention intention of Tigo, while responsiveness had significant negative effect on customer retention. The study recommended that maintaining existing customers should be a better option than chasing for new non-existing customers by Tigo and that future study should consider expanding the scope so as to make the findings more dependable.
IOSR Journal of Business and Management (IOSR-JBM) is an open access international journal that provides rapid publication (within a month) of articles in all areas of business and managemant and its applications. The journal welcomes publications of high quality papers on theoretical developments and practical applications inbusiness and management. Original research papers, state-of-the-art reviews, and high quality technical notes are invited for publications.
This study investigates the relationship among customer satisfaction, customer trust, switching cost, and
customer loyalty in mobile telecommunication service market of Pakistan. Built on the review of pertinent
literature a research framework is developed based on the mediation of customer trust and moderation of
switching cost on the relationship of customer satisfaction with customer loyalty. The data were collected
from 515 customers in mobile telecommunication service market of Pakistan through convenience
sampling. Correlation matrix and ordinary least squares regression analyses are used to determine the
relationship among the variables. The findings confirm the framework that customer trust partially
mediates the relationship of customer satisfaction with customer loyalty. Switching cost has no moderating
effect in determining the relationship of customer satisfaction with customer trust and customer loyalty in
mobile telecommunication service market of Pakistan. This study addresses the importance of customer
satisfaction, customer loyalty, customer trust, and switching cost for the mobile telecommunication service
firms. The findings suggest that the firms should enhance customer satisfaction in order to gain customer
trust and customer loyalty. The significant relationships between the variables suggest that the research
framework is applicable to the firms of mobile telecommunication service market of Pakistan. Further, this
is probably among the first studies which look at mobile telecommunication service market of Pakistan in
context of customer satisfaction, customer trust, customer loyalty, and switching cost. The most obvious
finding to emerge from this study is that customer satisfaction and customer trust are the key determinants
in predicting customer loyalty.
Perceived Influence of Perceived Salesperson Relationship and Customer Satisf...ijtsrd
The telecommunications industry is fast growing and continues to attract competition. This makes it essential for telecommunication stakeholders to ensure retention of their current customers, in order to wade off patronising other networks. This among other reasons informed the study to investigate the influence of perceived salesperson relationship and customer satisfaction on customer retention of telecommunications Network users. The study adopted cross sectional survey research design and gathered data from two hundred and forty two 242 telecommunications users in Ibadan metropolis. Data was gathered through well designed questionnaire, comprising of different standardized scale of measurements. Frequency distribution revealed that more of the respondents 57.4 were males, while the other 42.6 were females. Findings revealed that there exists significant relationship between customer retention and salesperson relationship among telecommunications network users in Ibadan r = .46 P .01 . Also, there exists significant relationship between customer satisfaction and salesperson relationship among telecommunications network users in Ibadan r = .65 P .01 . When combined, salesperson interaction relationship and customer satisfaction accounted for about 8 variance in customer retention among telecommunications network users in Ibadan.From the findings, it was recommended that more policies should be put in place which will favour retaining customers. This will continue to retain the culture of retention to the product of the telecommunications service providers. Ojo Adeshina Akinwumi | Obi Ugochukwu. E "Perceived Influence of Perceived Salesperson Relationship and Customer Satisfaction on Customer Retention of Telecommunications Network Users" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-5 , August 2020, URL: https://www.ijtsrd.com/papers/ijtsrd31807.pdf Paper Url :https://www.ijtsrd.com/management/consumer-behaviour/31807/perceived-influence-of-perceived-salesperson-relationship-and-customer-satisfaction-on-customer-retention-of-telecommunications-network-users/ojo-adeshina-akinwumi
Product Marketing Management Services In. Pln (Persero) In ManadoIJMER
This study was conducted to determine how much influence marketing management product to the consumer's decision to buy the product in smart electrical services at PT. PLN (Persero) Manado area. The method used methods of quantitative analysis. The data analysis using the analysis of a single table and then testing the hypothesis using the Spearman Rank correlation studies seeking a relationship between two variables, namely the relationship between the variables X (Management product marketing services) and variable Y (Decision consumers). The population in this study amounted to 202 is a consumer and a sample of 67 respondents taro Yamane with a confidence level of 90%, 10% precision. Based on the results of the calculation of Spearman rank correlation coefficient, ie rs = 0.97, prove that there is a positive effect of the variable X (product marketing management services) with variable Y (Decision consumers) in a smart buying electrical products at. PLN (Persero) Manado area. The calculation of the coefficient of determination: (Kp = (rs) 2 x 100%) which shows the influence of variable X (Management product marketing services) with variable Y (Decision consumer) to purchase the product. The results obtained indicate Kp is equal to 94%, meaning that the presence of a smart electrical product marketing promotions, consumers / communities interested in using / buying smart electricity for their lighting needs at PT PLN (Persero) Manado Area. This is due to the influence of marketing management services to market products through smart electrical products marketing campaign that is sebsar 94%, while the remaining 6% is influenced by other factors not examined
Correlate of Service Quality Dimensions and Customer Loyalty in the Nigerian ...IOSRJBM
This study investigated the relationship between service quality dimensions and customer loyalty in the Nigerian Telecom market with particular interest in identifying if customer satisfaction plays a mediating role. Hypotheses were formulated vis-a-vis theoretical background and conceptual models. A survey data generated from 183 experienced telecom customers were used as the research database. The study utilized SERVPERF measuring scale for adaptability and Correlation techniques in analyzing the data. Basically, it was discovered that the empathy dimension of service quality has a strong and positive relationship with customer loyalty and customer satisfaction. The implication is that people crave contacts and are highly likely to be loyal to that service provider that gives them individualized attention in a service that is characterize by low contact between service provider and customers
Empirical Public Relations Survey: Penn Schoen Berlandpsbsrch123
Empirical public relations Survey carried out by PSB depicts that Empirical Public Relations has yet to be fully adopted but much progress has been made. And the introduction of more effective methods of media measurement will further its development. Public Relations today need Empirical Public Relations more than anything else if it has to remain relevant to corporate reputation.
Predictive Analytics for Increased Loyalty and Customer Retention in Telecomm...Oladapo Abiodun
Literature has indicated that to engage a new customer cost at least 6 – 10 times higher than retaining the existing ones. The competitive nature of the telecommunication industry has made customer retention to be a crucial responsibility for telephone services provider. Since customer retention is a vital element for every establishment to be conscious of in retaining loyal customers, so also is the ability to perfectly predict customer retention is very necessary. Customer retention prediction models are highly needed by the telecommunication industry to efficiently manage the retention of existing customers. This paper proposes a logistic regression model to predict customer retention in the telecommunication industry. The results indicate that logistic regression can predict customer retention with the accuracy of 95.5%. Furthermore, it was observed that when billing issues are resolved it is more likely to retain customer while value-added service and short message service issues are associated with the likelihood of exhibiting customer retention.
The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
Service Quality Influence on Customer Satisfaction: In the Case of Mongolia O...ijtsrd
According to the Communications Regulatory Commission of Mongolia report, in recent years, the number of online trade sectors in Mongolia has increased at a rapid pace. The purpose of the research is to investigate the relationship between service quality and customer satisfaction in the online trade market in Mongolia. The research was attended by a total of 200 participants. Research questions and objectives were set, alongside the hypothesis that was developed and tested. In order to determine the relationship between service quality and customer satisfaction were using descriptive statistical analysis and regression analysis. According to the result shows, online trade sector service quality effect on positive customer satisfaction. Therefore, the e commerce sector should focus more attention on service quality, because of its effects on customer satisfaction. It is also recommended that the e commerce sector should welcome suggestions from customers. Ganbaatar Otgontsetseg | Batkhuyag Sukhbat "Service Quality Influence on Customer Satisfaction: In the Case of Mongolia Online Trade Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29741.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/29741/service-quality-influence-on-customer-satisfaction-in-the-case-of-mongolia-online-trade-sector/ganbaatar-otgontsetseg
This project is related to “Organisational buying behavior for Tata Teleservises Maharashtra Limited”. Nowadays consumer is a king of market. Organisational buying behavior is the most important concept for any company by which many company formulate there marketing strategies. Thus project conducted in Pune city in Maharashtra state. The Pune city is one of the main IT Hub in India.
The Indian Internet Market Dynamics and Forecast (2008-2014) report analyses the latest developments in the fast growing Internet market of India by the main players and provides a market forecast until 2014. ROA Holdings and Optimum forecast that India's internet market is to reach as high as 868.47 million users by 2014, with an estimated compound annual growth rate (CAGR) of 20.45%. During 2008, more than 112 million subscribers were added, increasing the penetration from 20.31% to 29.76% in 2008.
In today’s market each & every firm is selling identical products, which are differentiated by
brands. The sole aim of every company is to promote their brands using different strategies in
order to earn revenue and to occupy a major market share. According to the “consumer reports” a person encounters approximately 247 images per day, but probably do not noticeeven half of them, neither gets exposed to it. This means that mere proximity or visibility ofthe message is not sufficient for the customer to notice it. Since it is not possible for thehuman brain to process so many messages all at once, the viewer often finds it difficult todecode the message communicated by the company, and thus the purpose of the wholecommunication goes in vain and gets wasted.
As the foreign companies, new technologies & consumers prospects towards innovative products, Every Electronics products are coming with internet facilities and trends towards internet usage is becoming high and high, that’s why the organisations also taking help of internet to decreasing the workload. They are extremely higher user of internet services than an individual consumer. Therefore there is a need to Internet service Providers (ISP’s) to grab this market.
You are invited to submit your original and innovative work to “the 1st international conference on Internet Science”, to be organized from April 10 to 11 in Brussels, under the aegis of the European Commission, by the EINS Network of Excellence (http://www.internet-science.eu) and with the support of KVAB.
Driver wanted at 0208 672 7272 as we are hiring friendly, outgoing and actuated individual to figure as a Driver. You may be expected to drive people of company or corporate vehicles properly and safely as directed
Correlate of Service Quality Dimensions and Customer Loyalty in the Nigerian ...IOSRJBM
This study investigated the relationship between service quality dimensions and customer loyalty in the Nigerian Telecom market with particular interest in identifying if customer satisfaction plays a mediating role. Hypotheses were formulated vis-a-vis theoretical background and conceptual models. A survey data generated from 183 experienced telecom customers were used as the research database. The study utilized SERVPERF measuring scale for adaptability and Correlation techniques in analyzing the data. Basically, it was discovered that the empathy dimension of service quality has a strong and positive relationship with customer loyalty and customer satisfaction. The implication is that people crave contacts and are highly likely to be loyal to that service provider that gives them individualized attention in a service that is characterize by low contact between service provider and customers
Empirical Public Relations Survey: Penn Schoen Berlandpsbsrch123
Empirical public relations Survey carried out by PSB depicts that Empirical Public Relations has yet to be fully adopted but much progress has been made. And the introduction of more effective methods of media measurement will further its development. Public Relations today need Empirical Public Relations more than anything else if it has to remain relevant to corporate reputation.
Predictive Analytics for Increased Loyalty and Customer Retention in Telecomm...Oladapo Abiodun
Literature has indicated that to engage a new customer cost at least 6 – 10 times higher than retaining the existing ones. The competitive nature of the telecommunication industry has made customer retention to be a crucial responsibility for telephone services provider. Since customer retention is a vital element for every establishment to be conscious of in retaining loyal customers, so also is the ability to perfectly predict customer retention is very necessary. Customer retention prediction models are highly needed by the telecommunication industry to efficiently manage the retention of existing customers. This paper proposes a logistic regression model to predict customer retention in the telecommunication industry. The results indicate that logistic regression can predict customer retention with the accuracy of 95.5%. Furthermore, it was observed that when billing issues are resolved it is more likely to retain customer while value-added service and short message service issues are associated with the likelihood of exhibiting customer retention.
The development of the internet led to the use of information technology. The use of information technology not only to transform the services provided, but also to change the service delivery process. In connection with this condition raises the opportunity for retail transactions in the use of online shopping. The purpose of research to determine the effect of E-Service Quality, Price Perception to Repurchase Intention mediated by Customer Satisfaction, Customer Loyalty and Experiential Marketing on On-line shopping. The number of samples taken as many as 496 respondents. Respondents who were taken with the provisions ever shop by using online shopping. Sampling method by using random sampling. Data were analyzed by using Structural Equation Modeling (SEM). The results showed the largest influence is satisfaction to consumers loyalty, compared to the other variables. There is e-service quality, experiential marketing, price perception have influence to customer satisfaction. In addition consumer satisfaction has influence to customer loyalty and customer loyalty has influence to repurchase intention. Hence customer satisfaction has influence to repurchase intention, and customer satisfaction has a direct or indirect influence to repurchase intention.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
Service Quality Influence on Customer Satisfaction: In the Case of Mongolia O...ijtsrd
According to the Communications Regulatory Commission of Mongolia report, in recent years, the number of online trade sectors in Mongolia has increased at a rapid pace. The purpose of the research is to investigate the relationship between service quality and customer satisfaction in the online trade market in Mongolia. The research was attended by a total of 200 participants. Research questions and objectives were set, alongside the hypothesis that was developed and tested. In order to determine the relationship between service quality and customer satisfaction were using descriptive statistical analysis and regression analysis. According to the result shows, online trade sector service quality effect on positive customer satisfaction. Therefore, the e commerce sector should focus more attention on service quality, because of its effects on customer satisfaction. It is also recommended that the e commerce sector should welcome suggestions from customers. Ganbaatar Otgontsetseg | Batkhuyag Sukhbat "Service Quality Influence on Customer Satisfaction: In the Case of Mongolia Online Trade Sector" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-4 | Issue-1 , December 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29741.pdf Paper URL: https://www.ijtsrd.com/management/consumer-behaviour/29741/service-quality-influence-on-customer-satisfaction-in-the-case-of-mongolia-online-trade-sector/ganbaatar-otgontsetseg
This project is related to “Organisational buying behavior for Tata Teleservises Maharashtra Limited”. Nowadays consumer is a king of market. Organisational buying behavior is the most important concept for any company by which many company formulate there marketing strategies. Thus project conducted in Pune city in Maharashtra state. The Pune city is one of the main IT Hub in India.
The Indian Internet Market Dynamics and Forecast (2008-2014) report analyses the latest developments in the fast growing Internet market of India by the main players and provides a market forecast until 2014. ROA Holdings and Optimum forecast that India's internet market is to reach as high as 868.47 million users by 2014, with an estimated compound annual growth rate (CAGR) of 20.45%. During 2008, more than 112 million subscribers were added, increasing the penetration from 20.31% to 29.76% in 2008.
In today’s market each & every firm is selling identical products, which are differentiated by
brands. The sole aim of every company is to promote their brands using different strategies in
order to earn revenue and to occupy a major market share. According to the “consumer reports” a person encounters approximately 247 images per day, but probably do not noticeeven half of them, neither gets exposed to it. This means that mere proximity or visibility ofthe message is not sufficient for the customer to notice it. Since it is not possible for thehuman brain to process so many messages all at once, the viewer often finds it difficult todecode the message communicated by the company, and thus the purpose of the wholecommunication goes in vain and gets wasted.
As the foreign companies, new technologies & consumers prospects towards innovative products, Every Electronics products are coming with internet facilities and trends towards internet usage is becoming high and high, that’s why the organisations also taking help of internet to decreasing the workload. They are extremely higher user of internet services than an individual consumer. Therefore there is a need to Internet service Providers (ISP’s) to grab this market.
You are invited to submit your original and innovative work to “the 1st international conference on Internet Science”, to be organized from April 10 to 11 in Brussels, under the aegis of the European Commission, by the EINS Network of Excellence (http://www.internet-science.eu) and with the support of KVAB.
Driver wanted at 0208 672 7272 as we are hiring friendly, outgoing and actuated individual to figure as a Driver. You may be expected to drive people of company or corporate vehicles properly and safely as directed
A Privacy Preserving Attribute Based Access Control Mechanism In Distributed ...Editor IJCATR
We propose a new decentralized access control scheme for secure data storage in clouds that supports anonymous
authentication. In the proposed scheme, the cloud verifies the authenticity of the series without knowing the user’s identity before
storing data. Our scheme also has the added feature of access control in which only valid users are able to decrypt the stored
information. The scheme prevents replay attacks and supports creation, modification, and reading data stored in the cloud. We also
address user revocation. Moreover, our authentication and access control scheme is decentralized and robust, unlike other access
control schemes designed for clouds which are centralized. The communication, computation, and storage overheads are comparable
to centralized approaches.
consumer buying behavior for new mobile connection7620212071
This project will help marketing student who is looking for the project in mobile connection.so i request to all please go through the project and let me know if required,just mentioned your mail id i will forward you.
Also i will help the student to make there project successful in any stream. (asati.vinay@yahoo.in) this is my mail id where you can write whatever thigs you required related any projects, In future i will upload more projects.
Quality of Experience in a Digital World: A CSP Action Plan for Millennials a...Cognizant
Customers of communications service providers want easier to use digital channels, proactive and personalized offerings, and the ability to bring connected technologies to life, our latest research reveals.
An Empirical Study on the Mediating Effect of E-Service Recovery Satisfaction...iosrjce
In the era of Internet and the accelerating rate of using the e-context as a marketing tool by wide
range of companies, customer retention becomes a crucial element in firm’s survival. Losing customers to
competitors in e-context is a constant threat as it is a click away .The current study aims at at investigating the
influence of five customer factors namely; E-Trust, Prior Experience, Customer’s Perception of Feedback, ELoyalty
and Digital Awareness on Customer Retention. The study has investigated whether E-Service Recovery
Satisfaction (E-SRS) has a mediating role on these relations in Airline Industry in Malaysia. A questionnaire is
designed as a data collection tool. The unit of analysis is Malaysian passengers who used the local Airlines and
faced a service failure. Sequential Equation Modeling is employed to analyze the data collected using closedended
multiple choice questionnaire.
A study of effectiveness of mobile ads & smarphone consumer attitude towards itVijayendra Dwari
In this report author attempt to discuss in detail the direction in which Mobile Advertising is heading in India and try to establish consumer attitude towards acceptance of Mobile advertising. Further we try to establish how effective this medium really is vis a vis consumer mind space.
International Journal of Business and Management Invention (IJBMI) inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online
International Journal of Business and Management Invention (IJBMI)
Hung_up_switching
1. School of Management and Marketing
Hung up on switching:
Consumer insights into mobile switching in Australia.
An example of an industry / university partnership
Presentation at Swinburne University on 4th
September, 2015.
2. School of Management and Marketing
Significance of the study
• According to Euromonitor in 2011, there were some
25.54 million mobile phone subscriptions in Australia.
• The industry in Australia is worth $20 billion per
annum (IBISWorld 2012) and consumes 1.4% of
household expenditure (derived from - ABS
Household Expenditure Survey 2010).
• Complaints to the (TIO) in 2011 were a record
197,682 up 18% on the previous year.
• 42, 300 in the same year complained to the TIO that
providers did not meet their promises.
3. School of Management and Marketing
Key research objectives of the research program
2011-2013.
1. What are the effects of push and pull factors that
determine provider choice?
2. What factors moderate the choice of a new mobile phone
provider?
3. Are there any "one -off" or situational factors that trigger
the brand switching process?
4. School of Management and Marketing
Consumer insights: The six “f”s
1. Fed-up!
• Don’t trust the industry.
2. Frustrated
• They can’t resolve problems, or easily
change providers.
3. Feel powerless
• Sense that they are not valued or taken
seriously by the industry. 2/3 won’t even
challenge a higher than expected bill.
4. Fractious
• Tell friends and others about bad
experiences and gripes
5. Finished with current providers.
• They have no loyalty. Why should they?
6. Fingers are on the triggers.
• They will switch quickly, even if it is difficult.
SO LOOK OUT IN 2015!!
5. School of Management and Marketing
Key outcomes of the study: Academic…so
far
1. D’Alessandro, Steven, Johnson, Lester, Gray, David and Carter, Leanne (2015) The
market performance indicator: A macro understanding of service provider switching,
Journal of Services Marketing, tier A, 29(4): 302–313, tier A, marketing, impact
factor=.783 QUALITATIVE & LONGDITUINAL SURVEY RESEARCH
2. D’Alessandro, Steven, Johnson, Lester, Gray, David and Carter, Leanne (2014)
Consumer Satisfaction versus churn in the case of upgrades from 3G to 4G cell
networks. Marketing Letters, Available ahead of print online, DOI: 10.1007/s11002-014-
9284-3, (tier A, marketing, impact factor =1.000). SIMULUATION /AGENT BASED
MODELLING
3. Gray, David, D’Alessandro, Steven, Carter, Leanne and Johnson, Lester (2015)
Antecedents of interia and its effect on service provider switching, Journal of Services
Marketing, Tier A (revise and resubmit), marketing. QUALITATIVE & LONGDITUINAL
SURVEY RESEARCH.
4. Carter, Leanne, Gray, David, D’Alessandro, Steven and Johnson, Lester (2015) The “I
love to hate them” relationship with cell phone service providers: The role of customer
inertia, Service Marketing Quarterly, Tier B, marketing (Under review). QUALITATIVE
5. Industry grant of $42 000 (matched by MQ)
6. MQ Research impact award 2014
7. AMI national award finalist, 2012.
8. Significant increase in media profile of researchers and the university.
7. School of Management and Marketing
Key Outcomes: Industry partner amaysim
1. Public relations exposure from media reports of
research worth above $1.0 million dollars.
2. In one year, increased sales of all mobile plans by 25%.
3. The consumer insights from the research clearly showed
that the amaysim product offer of no lock in contracts, a
100% Australian customer service centre and an easy-
to-understand BYO phone policy should resonate with
the Australian public if the public were just aware of it.
4. National finalist AMI awards 2012 for Consumer insights.
8. School of Management and Marketing
The industry and regulatory practices
1. The State of the Mobile Nation Report, provided to
media and the public provided an evidenced based
response to government policy makers such as ACMA in
respect to the strategies it is pursuing to improve market
performance.
2. Since the publication of the final report it has been
requested by a number of regulatory agencies including
the ACCC and the NSW Office of Fair Trading.
3. Caps on bill shock and changes in industry practices.
9. School of Management and Marketing
An example paper: D’Alessandro, Steven, Johnson, Lester, Gray, David and
Carter, Leanne (2015) The market performance indicator: A macro
understanding of service provider switching, Journal of Services Marketing
Purpose
• While research on service provider switching has focused
on the outcomes of service transactions and the benefits
of switching, there is little research on how consumers
view market conditions as being favorable or not for
switching.
• We adapted the Market Performance Indicator (MPI),
used by the European Commission to evaluate market
conditions, over time, to show that the MPI explains
actual switching behavior better than stated intent and
satisfaction.
10. School of Management and Marketing
The Market Performance Index (MPI)
• The European Commission (European Commission,
2010) developed a generic market performance indicator
(MPI) of consumer perceptions across all twenty seven
member states. The European Commission defined the
MPI as a composite equally weighted perceptual and
behavioural index. The higher the MPI the better the
market is performing for consumers.
• Can serve as an international benchmark for
telecommunications services
11. School of Management and Marketing
MPI Components
1. Consumer perceptions of trust /10. A greater score means greater trust in the
market.
2. Ease of comparing goods and services on offer /10. A greater score means it is
easier for consumer to compare competing offers.
3. Problems experienced and the degree to which they have lead to complaints
(this is a score based on the occurrence of problems, how well they are handled
by providers and if respondents complained to third parties, family or friends or a
complaints body) /10. This score is based on the following; (10) a person did not
experience a problem (5) a problem was reported , but the respondent did not
complain, (3) the respondent complained to friends or family, (2) the respondent
complained to the provider and (0) the respondent complained to a third party
complaint body.
4. Consumer satisfaction, or the degree to which consumer expectations have
been met /10. A higher score means the market usually meets consumer
expectations.
12. School of Management and Marketing
Design/methodology/approach
• We used a mixed methodology of focus groups (7) and
longitudinal survey research 971 mobile phone
consumers over 11 months, to evaluate the effect of the
MPI on satisfaction, perceptions of value, switching
intentions and behaviour.
• Response rate was around 71%, nationally
representative sample.
14. School of Management and Marketing
Variables in the model
Satisfaction People less likely to switch if they are satisfied, up a to a
point at least (Dagger & David, 2012; Dagger & Sweeney, 2007;
Hallowell, 1996; White & Yanamandram, 2004).
Value: It is also likely that as consumer perceptions of value increase
there will be less likelihood of brand switching (Andrews,
Benedicktus, & Brady, 2010; Tseng & Lo, 2011; Wang, 2010).
Note: Switching can still occur as people seek better value.
MPI improved market conditions are associated with and lead to
greater consumer switching intentions and behaviour (Maicas,
Polo and Javier Sese, 2009, Nakamura, 2010, Grzybowski and
Pereira, 2011).
Intent: Seen as an important predictor of future behaviour.
Behaviour: Defined in this model as switching a provider over the 11
month period.
15. School of Management and Marketing
Qualitative insights
Construct Focus group comments
MPI: Trust “It is the same sort of deceptive advertising. I have done
marketing in the past and you say, "Buy this and you get one
free." It is not free. It is part of the price. Nobody gives
things away.” Switcher, Married with Children > 5yrs.
“I just pick the lesser of two evils.” Switcher, Young
Couple, 20-40
MPI: Ability to compare offers “It was not easy to compare rates. We just compared the
benefits of each provider”. Married with Children < 5yrs
MPI: Problems and complaints “At (one of the telcos) it took 20mins to speak to
someone...always palmed me off to someone
else...I prefer to spend (my money) with a
company that cares about me”. Married with
Children < 5 years old
MPI: Meeting consumer expectations “The plan wasn't right and I got really upset
about it because it wasn't fair. I got talked into
something that really I should have gone to a
more expensive plan where I would have
controlled the cost.” Married Couple with
Children > 5years.
MPI: Ease of Switching “I have gone to the shops and looked on-line. I think the
phones they offer are a big thing. They are restrictive on
what phone you can have with what plan.” Non Switcher
Satisfaction with current provider “Just like extra charges, just silly little things that
you would they ever know about. I was so mad
about it, I even cancelled my Internet with them
and changed to X as well. So all three phones I
now have are with X ” Switcher, Young Single,
18-24
Value of service “They know that we need them. It (cell phones) is an
essential service.” Young Couple
At the end of the day, it comes down to price.” Switcher
Married with children > 5yrs of age, +40.
16. School of Management and Marketing
Measurement properties
1. The reflective constructs (satisfaction and intent) measured in
this study followed the approach recommended by Gefen and
Straub, 2005 that is reflective factor loadings exceed 0.40 and
have significant t-values. In addition, all variables exceeded the
minimum cut-off of 0.50 on the AVE as recommended by Fornell
and Larcker, (1981). Cronbach alpha measures were above .70
as recommended by Bollen, (1989).
2. The formative measures (value and the MPI at both time
periods) were developed according to procedures recommended
by Cenfetelli and Bassellier, (2009) which included examination
of multicollinearity, the number of indicators specified for a
formatively measured construct and the possible co-occurrence
of negative and positive indicator weights.
17. School of Management and Marketing
PLS Results
Direct paths
Hypothesis Path Standardized Beta
H1 MPI (wave1)→Satisfaction 0.19**
H2 Satisfaction→ Switching intent -0.51**
H3 Satisfaction→ Switching behavior -0.11
H4 MPI (wave1) →Value 0.50**
H5 Value→ Switching intent -0.17**
H6 Value→ Switching behavior -0.14**
H7 MPI (wave1) → Switching intent 0.03
H8 MPI (wave2) →Switching behavior 0.21**
(+) Switching intention → Switching behavior 0.10
Indirect paths
MPI (wave 1) → MPI (wave2) → Switching behavior 0.09
MPI (wave 1) → Satisfaction→ Switching behavior -0.02
MPI (wave 1) → Value→ Switching behavior -0.07
Satisfaction→ Value→ Switching behavior -0.10
Satisfaction→ Switching intent→ Switching behavior - 0.01
Value-→Switching intent→ Switching behavior -0.02
R2
Satisfaction=0.68, R2
Value=0.25, R2
Switching intent=0.39 & Pseudo R2
Switching behavior =0.06
Note: * p<0.05, **p<0.01.
MPI: Market Performance Indicator.
R2 : R-squared.
Wave 1: Measurement at the time of intention to switch in 2011.
Wave 2: Measurement at the time of actual switching in 2012.
18. School of Management and Marketing
Findings and conclusions
1. The MPI was found to influence perceptions of satisfaction and value, and
was found to contribute strongly to actual switching behaviour.
2. The results also showed that an improvement in the MPI or market
conditions lead to a much greater relationship between it and actual
switching behaviour, suggesting that there may well be an important
threshold level, upon which greater switching behaviour occurs.
3. The MPI if also measured in the same time period of switching, can capture
improved market conditions, occurring as the result of regulatory, policy and
industry change, and so serves as a useful guide also for directions of
industry policy by various stakeholders.
4. The MPI provides marketers and policy makers with benchmarks to
compare the consumer welfare of different markets in different countries.
Switching studies with MPI figures can be more easily generalized to
different contexts.
19. School of Management and Marketing
Changes in the MPI over time. Australia and the EU
Note: ** p<.01, with 2010 and 2012 EU benchmarks. Bold results show
significant changes (p<0.01) in the Australian MPI between 2011 and
2012.
MPI Measure EU results
2010
EU results
2012
Australian
results 2011
Australian
results 2012
Trust /10 6.1 6.1 4.1** 4.4**
Ease of comparability
of offers /10 6.9 7.0 5.5** 5.2**
Meet expectations /10 7.3 7.3 5.2** 5.9
Ease of switching /10 7.3 7.3 4.2** 5.8
Problems and
complaints /10 8.5 - 7.1** -
20. School of Management and Marketing
References
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