Customer Satisfaction and Retention in the Mobile Phone Service in Peru PDF Download

Author: Clarisa Martinez Rondon
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

View

Book Description

Author: Kaji Bahadur Dahal
Publisher: GRIN Verlag
ISBN: 3668208336
Category : Business & Economics
Languages : en
Pages : 39

View

Book Description
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.

Author: Olayiwola Wasiu Bello
Publisher: GRIN Verlag
ISBN: 3656179832
Category : Language Arts & Disciplines
Languages : en
Pages : 84

View

Book Description
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

Author:
Publisher:
ISBN:
Category :
Languages : pt-BR
Pages :

View

Book Description
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.

Author: Joern Toellner
Publisher:
ISBN: 9783842847248
Category :
Languages : en
Pages :

View

Book Description

Author: Covadonga Gijón
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

View

Book Description
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.

Author: Aijaz A. Shaikh
Publisher: Routledge
ISBN: 1351174444
Category : Business & Economics
Languages : en
Pages : 286

View

Book Description
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.

Author: Joseph A. Parker
Publisher:
ISBN: 9781882952151
Category : Business & Economics
Languages : en
Pages : 744

View

Book Description

Author: Mitsuru Kodama
Publisher: Gower Publishing, Ltd.
ISBN: 9780566089282
Category : Business enterprises
Languages : en
Pages : 240

View

Book Description
This contents of this book cover new business models transcending different technologies and industries, hybrid innovation and boundary vision, business model innovation in ICT industries, semiconductor industry innovations, technology integration through boundary vision, and much more.

Author: John Tschohl
Publisher: Best Sellers Publishing
ISBN: 9780963626844
Category : Business & Economics
Languages : en
Pages : 388

View

Book Description
Promotes the theory that superior customer service leads to a superior business organisation