...1 | P a g e State of the Mobile Nation Switching Attitudes and Behaviours of Mobile Phone Service Providers in Australia Final Report Dr David Gray Dr Steven D’Alessandro Dr Leanne Carter Macquarie University Department of Marketing and Management. March, 20122 | P a g e Table of Contents Executive Summary...........................................................................................6 (i) Introduction ..........................................................................................6 (ii) Objectives of the research ....................................................................6 (iii) Methodology ........................................................................................6 (iv) Key findings .........................................................................................6 (a) The performance of the mobile phone services market..........6 (b) Switching behaviour and savings achieved.............................7 (c) Consumer satisfaction with mobile carriers .............................7 (d) Major reasons for switching carriers.........................................7 (e) Switching costs..........................................................................8 (f) The role of inertia in limiting switching......................................8 (g) The reasons for not switching...................................................8 (h) Bill shock....................................................................
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...THE INDIAN INSTITUTE OF PLANNING AND MANAGEMENT, AHMEDABAD THESIS TOPIC “Critically analyze the customer preference and satisfaction measurement in Indian Telecom Industry” SUBMITTED BY Naman Shah PGP/SS/06-08 ALUMNI REFERENCE ID: SS/06-08/AHD/MKTG/2 SUMISSION DATE: 27th August, 2008 GUIDED BY Prof. Pabitra Ranjan Chakravorty Senior Research Associate (Marketing) IIPM, Ahmedabad. I LETTER OF CONSENT IIPM Ahmedabad 19, Inquilab Society, Gulbai Tekra, Ahmedabad-380015 To, The Dean, IIPM-Ahmedabad Date: November 6, 2007 Respected Sir, Subject: Letter of Consent I, Prof. Pabitra Ranjan Chakravorty, a faculty of Marketing Management of IIPM-Ahmedabad, expressing my interest in guiding for a thesis on “To critically analyze the customer preference and satisfaction measurement in Indian Telecom Industry” to Mr. Naman Shah, a student of PGP/SS/06-08. This is to inform that I shall support him as a guide for his thesis on the above mentioned topic and extend my knowledge and help in all ways possible. Thank You. Yours faithfully, Prof. Pabitra Ranjan Chakravorty. II LETTER OF APPROVAL III PREFACE The customers are very important and play a crucial role in any process of marketing. Today, customers are the kings of the market because the customer loyalty and customer preference are built by the products and the services offered to the customers and they seek for the more benefits and money’s worth for the amount they spend. That is where the...
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...Factors behind the brand switching in telecom industry The Cellular telephone (mobile phone) is a long-range, portable electronic device used for mobile communication. In addition to the standard voice function of a telephone, current mobile phones can support many additional services such as SMS for text messaging, email, packet switching for access to the Internet, and MMS for sending and receiving photos and video. The problem of Customer’s switching to other service providers have been the cause of intensive research .Due to the increased competition in the telecommunication industry in Ghana it has become extremely important for the companies to pay attention towards retaining of their customers .This research study particularly investigated the causes of customer switching behaviour. CHAPTER ONE: INTRODUCTION This research is focus on finding out the underlying factors that make the customer to switchover to another service provider in telecom industry in Ghana . The telecommunication industry is one of the most important industries of the world. In order to gain competitive advantage as competition is getting more and more intense, companies are compelled to innovate and do their best for to enhance the customer satisfaction level. As in the telecom industry the customers have multiple choices to select among service providers and actively seek their rights of switching from one telecom service provider to another. In this ferocious competition customers requires better...
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...nd swFactors behind the brand switching in telecom industry The issue of Customer’s switching to other service providers have been the cause of intensive research from many years now and have given rise to many theories.Due to the increased competition in the telecommunication industry it has become extremely important for the companies to pay attention towards retaining of the customers.This research study particularly investigated the causes of customer switching behavior.A prolific way to gain the knowledge about the switching behavior of customers is basically to examine the various factors that play imtegral role in switching behavior. This qualitative research study has offered new insights by defining and identifying the customer’s rationale to switch from one service provider to another. The model is estimated using the data set on the number of switching behavior. A total of 100 respondents were surveyed to identify the factors that have a greater effect on the customer satisfaction.The data were analyzed by the Optimal Scaling (Categorical Regression)to test the hypothesis. The model identified that… CHAPTER ONE: INTRODUCTION This research tried to find out the underlying factors that made the customer to switchover to another service provider in telecom industry. The telecommunication industry is one of the most important industries of the world. In order to gain competitive advantage as competition is getting more and more intense, the companies are compelled to...
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...STUDY ON THE FACTORS BEHIND BRAND SWITCHING IN TELECOM INDUSTRY ON THE BRANDS LIKE AIRTEL, VODAFONE, IDEA AND TATA DOCOMO IN SURAT CITY.” I Bhavin A. Vayla student of Navnirman Institute Of Management Surat, doing Marketing Research project on Telecom Network titled “Factors behind Brand Switching in Telecom Industry in Surat city.” Hence I would be grateful if you would spare your valuable time and co-operate by answering few questions to the best of your knowledge. I assure you that the information collected will be used for academic purpose only. 1) Do you use Telecom service? Yes. No. 2) Do you usually change your telecom network brand? 1 2 3 4 5 Strongly Agree Neutral Disagree Strongly Agree Disagree 3) Where do you look for information before switching your telecom network brand? In Stores. Internet. Television. Hoardings. Word of Mouth. Other . 4) What influences you to go for a particular Telecom network brand? Network Operator’s Office. Someone recently bought the same. Someone already used or using it. Can’t say. No influence. 5) Are you aware about the portability system of Telecom network? Yes. No. 6) Have you switched over your telecom network brand in last 1 year? Yes. No. ...
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...EOS –Indian Telecom Industry - Vodafone Submitted By: Niraj Bhandari Rajesh Sarangi Rakesh A C Sushant Sehra - 25/5 - 32/5 - 33/5 - 45/5 EOS –Indian Telecom Industry - Vodafone Table of Contents Executive Summary ................................................................................................................................. 2 1. Indian Telecom Industry ....................................................................................................................... 3 2. Industry Analysis ................................................................................................................................. 7 2.1 Threat of New Entrants .................................................................................................................. 7 2.2 Power of Suppliers ......................................................................................................................... 8 2.3 Power of Customer ........................................................................................................................ 8 2.4 Threat of Substitutes ...................................................................................................................... 9 2.5 Rivalry Among Competitors in the Industry ..................................................................................... 9 2.6 Industry Analysis – The integrated View ...................................................................................
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...Tecommunication Industry Oyeniyi Omotayo Abstract In today’s competitive business world customers are considered to be kings. Customers have several choices to make among alternative products, and they exercise a high level of influence in the market with respect to product size, quality and price. Hence, it is important for producers to meet the needs of customers in order to stay competitive. One of the marketing communication tools that is used in attracting the attention of the customer and build their loyalty is sales promotion. The aim of this paper therefore is to determine the effect of sales promotion on customer loyalty in the telecommunication industry. In this study, the survey method was used in gathering information from the respondents. Simple random sampling was used to select a sample size of 310, while descriptive and inferential statistical analyses were conducted with the aid of SPSS software. Producers spend a large part of their total marketing communication expenses on sales promotion. Hence, this paper attempts to find the effect of sales promotion on customer loyalty using a sample of customers of mobile telecommunication services. The paper found that, there is positive relationship between sales promotion and customer loyalty. More importantly, it was discovered that non-loyal customers are more prone to switch to competing products as a result of sales promotion than loyal customers. Key words: Sales Promotion, Customer Loyalty, Switching, Telecommunication...
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... email, packet switching for access to the Internet, and MMS for sending and receiving photos and video. Most current mobile phones connect to a cellular network of base stations (cell sites), which is in turn interconnected to the public switched telephone network (PSTN) (the exception is satellite phones. Cellular telephone is also defined as a type of short-wave analog or digital telecommunication in which a subscriber has a wireless connection from a mobile telephone to a relatively nearby transmitter. The transmitter's span of coverage is called a cell. Generally, cellular telephone service is available in urban areas and along major highways. As the cellular telephone user moves from one cell or area of coverage to another, the telephone is effectively passed on to the local cell transmitter. A cellular telephone is not to be confused with a cordless telephone (which is simply a phone with a very short wireless connection to a local phone outlet). A newer service similar to cellular is personal communications services (PCS). The Global Cellular Mobile Industry: The global mobile phone industry is based on many different manufacturers and operators. The industry is based on advanced technology and many of the manufacturers are operating in different industries, where they use their technological skills, distribution network, market knowledge and brand name. Four large manufacturers of mobile phones are today dominating the global mobile phone industry; Nokia, Sony Ericson...
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...PALLAVI KARANDE BATCH 84 ROLL NUMBER 26 ITM SION SMBA CASE STUDY FOR ITC ENTERING INTO TELECOM SECTOR ITC: ITC has a diversified presence in FMCG, Hotels, Paperboards & Specialty Papers, Packaging, Agri-Business, and Information Technology. While ITC is an outstanding market leader in its traditional businesses of Cigarettes, Hotels, Paperboards, Packaging and AgriExports, it is rapidly gaining market share even in its nascent businesses of Packaged Foods & Confectionery, Branded Apparel, Personal Care and Stationery. TELECOM SECTOR INTRODUCTION: The Indian telecom industry is the fastest growing industry with an addition of 9- 10 million monthly subscribers. The Indian telecommunications network with over 995.9 Million subscribers is second largest network in the world after China. Major players in this sector are BSNL, MTNL, Airtel, Vodafone, BPL, Tata, Idea, etc. Buyer power and threat of rivalry is very high in Indian Telecom Sector. Telecom Industry Sectors From holistic point of view telecom industry can be divided to four sub-sets. The major forces in Indian telecom industry are Service providers. All major telecom equipment suppliers have their R&D centres in India. In last 5 years, global giants in mobile devices have set up their manufacturing facitilities in India EXISTING RIVALRY IN INDIAN TELECOM INDUSTRY There are three types of players in telecom services: • • • State owned companies (BSNL and MTNL) Private Indian owned companies (Reliance Infocomm, Tata Teleservices...
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...Limitation: 3 Chapter 2: 4 Industry Brief 4 Chapter 3: 6 Industry Analysis 6 Current Market Size 6 Current Mobile Phone Subscribers 7 Growth Rate 8 Scope of competitive rivalry 8 Nature and pace of technological change 9 Porter five forces analysis: 9 Strategic Group Mapping 14 Forces Are at Work to Change Industry Conditions 15 Strategic Moves that Rivals Likely to Make Next 18 Key Factors for Competitive Success 19 Industry Attractiveness 21 Findings & Recommendation 23 Conclusion 24 Chapter 1 Introduction: “Watson, come here: I want you.” This was the first message ever transmitted from one place to another, through a device called telephone. American genius, Alexander Graham Bell (1847-1922) along with his assistant Thomas Watson invented the device. It was March 10, 1876, an important day for human civilization, the first step towards developing means of communication. We’ve come a long way since then. Today, telephone is a part of our everyday life. Nowadays, the phone is not only used for making calls, among many other functions it’s used for communicating through text-messages and so called multi-media messages, as well as to connect us to the internet. The opportunities that lie in the telecom market seem endless and the growing demand for mobile telephony systems is creating a world-wide market. The telecom industry is nowadays not only by means of millions, but by means of billions. Actors in this industry are seeking the most...
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...Porter’s five forces analysis for the industry and also cover industry trends and driving forces Indian telecom industry ranked second in the world, is one of the rapidly growing and expanding industry with 1035.18 million subscribers. The growth in subscribers is dominated by the increase in number of subscribers in wireless mobile segment with a quarter growth rate in the tune of 1.66%(including wireless and wire line). The liberal and reformist policies of the Government of India have been instrumental along with strong consumer demand in the rapid growth in the Indian telecom sector. The government has enabled easy market access to telecom equipment and a fair and proactive regulatory framework that has ensured availability of telecom services to consumer at affordable prices. The deregulation of foreign direct investment (FDI) norms has made the sector one of the fastest growing and a top five employment opportunity generator in the country. Trends observed in Telecom Industry LTE to become mainstream in India; Indian subscripbers will adopt to 4G considering the affordability of prices and need for high speed data. This is even complemented by the growth in smart phone purchases | Public Wifi gaining traction in metropolitan cities as a part of Digital India | Smart Phone becoming integrated part of life, thus increase in the usage of data over voice | Intense competition foreseen in the telecom industry due to delayed M&A activities | Ease in regulatory...
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...Telecommunications Industry in India Industry Background The telecom sector in India is a booming market now. India is the world’s second largest mobile phone user with a total subscriber base of 894 million as of December 2011, and the third largest internet user with a subscriber base of 121 million as of December 2011. The total market values according to experts are $75.88 billion with a y-o-y growth rate of 26% and generate employment for about 10 million people. The services sector generates revenue of about $62.31 billion (FY 2010-2011) and the equipment sector generates about $25.75 billion. Factsheet as of Dec, 2011: Particulars | Wireless | Wired | Total | Total Subscribers (million) | 893.84 | 32.69 | 926.53 | Total net addition (million) | 9.47 | -0.28 | 9.19 | % of monthly growth (%) | 1.07 | -0.84 | 1 | Urban Subscribers (million) | 586.26 | 24.94 | 611.19 | Net addition (million) | 4.93 | -0.2 | 4.73 | % of monthly growth (%) | 0.85 | -0.8 | 0.78 | Rural Subscribers (million) | 307.59 | 7.75 | 315.33 | Net addition (million) | 4.54 | -0.07 | 4.47 | % of monthly growth (%) | 1.5 | -0.94 | 1.44 | Overall Tele-density | 74.15 | 2.71 | 76.86 | Urban Tele-density | 161.01 | 6.85 | 167.85 | Rural Tele-density | 36.56 | 0.92 | 37.84 | Share of Urban subscribers | 65.59% | 76.30% | 65.97% | Share of Rural subscribers | 34.41% | 23.70% | 34.03% | Industry in the pre-independence era: The industry was born in 1850 under the British East...
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...care. The opportunities that lie in the telecom industry seem endless & lucrative due to the continuous innovation & growing demand for mobile telephony. Mobile phone has become an indispensable part of Bangladesh's everyday-life and has made a "safe haven" in one of our pockets much like our wallet that we never want to leave at home while we head for our work! Thanks to the telecom-revolution and its relentless evolution that together have made it possible even in developing countries like Bangladesh. This is the dominant device that we now express ourselves through, get our work done and share our pains and pleasures with. In this paper we have analyzed the mobile telecom industry of Bangladesh on the basis of Porter’s five forces model. Here we also show the historical background of Bangladeshi telecommunication sector, the key points of bargaining of suppliers & customers, impact of internet on telecommunication sector, impact of internet on annual growth of the mobile operators, problems of telecommunication sector in Bangladesh, future prospects of telecommunication sector & so on. Here we have also analyzed the competitive strategy of the mobile operators. Very much like the nature of the technology, the telecom industry in our country is also changing very rapidly. This is now in its saturation and the subscriber base as a result is increasing at a decreasing rate. The paper presents ways on how the industry can stay here for longer period through...
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...environment Analysis 7 3.0 Industry Attractiveness Analysis 16 4.0 Core Competences 22 5.0 Business Strategy 25 6.0 Conclusion 27 1.0 Introduction Lanka Bell is a leading telecommunications operator in Sri Lanka that provides a full range of telecommunication services to businesses and residential customers. With the introduction of the evolutionary low cost CDMA technology, company continues to expand its robust modern digital network that currently specializes in Internet, Data and Voice services. Lanka Bell is an ISO 9001: 2008 Certified Company. Lanka Bell formed in 1997 as the single largest BOI Company in Sri Lanka. With a state of the art digital network & unmatched customer support, Lanka Bell remains firmly rooted in Sri Lanka as a telecommunications giant that continues to challenge the industry through its unparalleled portfolio of services. Lanka Bell supported by a dedicated team of professionals with international expertise & local knowledge and strategic investments in low cost cutting edge technology. Lanka Bell presents an assortment of value added high-speed broadband and voice services at unbeatable rates to its customers, with the new addition of FLAG international optical fiber network. Lanka Bell’s catchphrase is, "Start talking, start saving". Lanka Bell having 3 subsidiaries specialized in different core areas of the ICT & Telco business. 1. Bellvantage (Pvt) Ltd. 2. Bell Solutions (Pvt) Ltd 3. Telecom Frontier (Pvt) Ltd. Bellvantage...
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...Telecommunication Industry in Bangladesh Perspective Telecommunication Industry in Bangladesh Managing Churn in a Hypercompetitive Market Managing Churn in a Hypercompetitive Market Submitted to Farhana Sehreen Lecturer Department of Marketing Jahangirnagar University Submitted by Belal Hasan ID no. 1336 Session: 2009-10 Department of Marketing Jahangirnagar University Date: 12 September, 2013 August 16, 2013 To Farhana Sehreen Lecturer Department of Marketing Jahangirnagar University Subject: Submission of internship proposal Sir, I am glad to submit the internship report proposal on “Managing the churn in hypercompetitive market in Telecom Industry” as a requirement of internship program for the fulfillment of BBA Program In this report I would like to focus on strategies and application, execution model, current attack and defense to hold their position in perspective to other operator. I would like to scrutinize collect information for the report. I hope that the preparation of the report will help me to acquire knowledge about real life practice and help me in future. I will try to enhance my knowledge and make satisfactory report. I shall be happy to provide with any explanative information and clarification that might require. I hope that my potentiality will reach up to the mark of your expectation. Yours Sincerely Belal Hasan Introduction “Churn” is a common phenomenon that occurs in telecom industry. By “Churn” we...
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