...173 Seth, Momaya, Gupta AN EXPLORATORY INVESTIGATION OF CUSTOMER LOYALTY AND RETENTION IN CELLULAR MOBILE COMMUNICATION Anita Seth Kiran Momaya H.M. Gupta Cellular mobile industry has undergone rapid changes as a result of liberalization and globalization. In such a ever changing scenario, expansion and maintaining the loyal customer base seems to be a great challenge for the mobile service providers. As a result of increased competition, customer loyalty and retention have become important goals for mobile service operators. Reacting to the pressures, most of the cellular mobile service providers are trying to attract subscribers by not only reducing their tariff rates but also giving attention to the quality of services delivered. In this context the present paper focuses on the customer loyalty and retention in cellular mobile communication. Literature review was carried out covering the theoretical and empirical work on the subject and exploring the relations with service quality. Exploratory interviews were conducted in order to gain practical insights of the subject. Based on the literature review and findings from the interviews, this paper presents a rich research agenda for further research. 1.0 INTRODUCTION T he forces of liberalization and globalization of telecommunication market have pressurized the companies to maintain their market share by focusing on retaining their current customers. They are being increasingly confronted with challenges to attract...
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...Journals Full Length Research Paper Determinants of consumer retention in cellular industry of Pakistan Jawaria Fatima Ali1, Imran Ali1,2*, Kashif ur Rehman2, Ayse Kucuk Yilmaz3, Nadeem Safwan4 and Hasan Afzal5 1 Department of Management Sciences, COMSATS Institute of Information Technology, Lahore Pakistan. 2 IQRA University Islamabad, Pakistan. 3 Department of Aviation Management, School of Civil Aviation, Anadolu University, Eskisehir, Turkey. 4 FUIEMS, Foundation University Islamabad, Pakistan. 5 Independent Researcher, Hong Kong. Accepted 9 June, 2010 Cellular industry of Pakistan has grown many folds in recent years. Many new entrants have also joined the market to reap the potentials of this growing industry. This situation has originated a hyper competition among major cellular service providers in Pakistan. Companies are working hard to introduce more innovative and eye-catching products to attract customers. The companies with large consumer base are striving to reduce their switching costs. However the main concerns of the cellular service providers is to retain the existing customers. This research is designed to find out the determinants of consumer retention in cellular industry of Pakistan. This is an exploratory study based on primary data which was collected from University students of Pakistan. The study found user friendliness, price reasonability and call clarity as strongest determinants of consumer retention in cellular industry of Pakistan. Although...
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...Brand loyalty and involvement in customers of cellular networks Presented To the Faculty Of The Department of Management Sciences IQRA University Gulshan Campus In the fulfillment of Course “Research Methodology” EDP Code (9140) Submitted to Sir Tehseen Javaid Submitted by Group No # 6 Fahad Ahmed Farooqi (7937) fahad.876@hotmail.com Faraz Ahmed Malik (4255) farazahmedmalik87@gmail.com Farhan Ali Khan (3796) farhan.exe@gmail.com Muhammad Azeem (6834) azeemm950@gmail.com Muhammad Omer Saeed (6835) umersaeed90@hotmail.com Fall 2013 Acknowledgement All praises and thanks are for Almighty Allah Who is the source of all knowledge and wisdom endowed to humankind and to the humanity as a whole. We would particularly like to thank my project advisor Sir Tehseen Javaid and project coordinator for many insights that they provided throughout this report. Their guidance and support proved to be useful tool in making the repot a quality one. The encouragement and assistance of our parents and friends provided us a great deal of wisdom towards the completion of this report. Thank you. Table of Contents Abstract…………………………………………………………………………………….3 1.1 Introduction 4 1.1.1 Statement of The problem 4 1.1.2 Research Objective 4 1.1.3 Research Questions 5 1.2 Review of Related Literature 5 1.3 Research Methodology and Data Collection 11 1.3.1...
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...& Customer Services Indicator Can we influence these metrics to our favor? Done by : Tatum Van Staden Nett-promoter score (NPS) and Customer Services Indicators (CSI) what are these two measures that we use in the call center and why are they so important to the businesses decision making process .These were some of the questions that led me to selecting NPS and CSI as my benchmarking topics, I wanted to better understand why we as a call center were measured on these aspects and I wanted a better understanding of how both these components worked and not just to see them as performance measures that had to be met because someone said they were important. Why should call center agents be measured on NPS and CSI (it is after all the customer’s opinion)? How do I know the customer is rating my service and not that of the company as a whole? How do I know that the scores are accurate? Within the Cell C call center the questions I posed above are some of the questions I get asked as a team leader to help my agent better understand what is expected of them and why .I understand that we ask the customers to rate our service so that we can measure how good or bad the services we are rendering to our customers are and also so that the business can learn through our customers where our energies need to be focused and how it is that we as Cell C could improve and grow our business , however it does leave room for the question though that : while we are asking the customer for their...
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...Jurnal Kemanusiaan bil.13, Jun 2009 Modeling customer satisfaction in cellular phone services Muhammad Mohsin Butt mohsinbutt@hotmail.com Ernest Cyril de Run drernest@feb.unimas.my Faculty of Economics and Business Universiti Malaysia Sarawak Abstract Low tariffs, wider coverage and decent quality keep Pakistani cellular phone market growth at an alarming pace. Despite highest growth rate in the region, the lucrative Pakistani market is not free from challenges. The intensified competition is depicting a pattern of customer churn while the companies are still enjoying growth. This creates serious challenges for organizations in managing their existing customer while striving for growth. The common answer to such challenges is retaining customers through satisfaction. This research aims at answering what are the factors contributing towards customer satisfaction in Pakistani mobile cellular services? A typical two-stage survey was conducted. A qualitative research was conducted in first stage to collect factors, which contribute towards the customer satisfaction of a typical Pakistani cellular phone user. It was followed with a questionnaire to gather quantitative data for further analysis using conformity factor analysis. The results confirmed a multidimensional construct of customer satisfaction in Pakistani cellular phone communication sector. The findings suggest that customer satisfaction of cellular phone users in Pakistan constitute of four factors including...
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...022091049 UMI KULSUM 022091060 WORD OF AUTHOR Praise and thank for Allah presence, who upon His grace writers can complete a paper titled "Customer Relationship Management in PT. Indosat tbk”. Writing this module is one of the tasks and requirements to complete the course of Management Information System University majoring in management. In writing this paper the author feels there are still many shortcomings both in technical writing or material, considering the capabilities of the author. Criticism and suggestions from all parties is the hope of the authors for the sake of improving this paper. The authors also would like to thank the infinite to the parties that helped in completing this research, especially to : 1. Mrs. Diah Arlita SE, MBs who have spent her time, energy and mind in the implementation of the guidance, direction, encouragement in relation to the preparation of this paper. 2. Mr. Ade Rizky from Indosat who have helped us provide information we need pertaining to complete this module. 3. All collegers in the Excelent Class of Manajement, 2009. 4. In particular the authors express gratitude to loved ones who have provided encouragement and assistance and understanding of the authors, both during the lectures and in completing this module. 5. All parties that can not be mentioned one by one, whom had provided assistance in writing this paper. at Trisakti Finally, the author hopes may Allah reward the worth of those who have given assistance, and to make all this...
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...thanks especially to our friends & many individuals, for their enthusiastic encouragements and helps during the preparation of this project and for their assistance in typing and proofreading this manuscript. We are thankful for the facilities such as the business computer lab, free Internet facilities and the library articles provided by North South University. [pic] Background Warid Telecom International Ltd. is a GSM-based cellular operator in Bangladesh. Warid is the sixth mobile phone carrier to enter the Bangladesh market. It is wholly owned subsidiary of Warid Telecom International LLC which is the part of an Abu Dhabi based consortium led by His Highness Sheikh Nahayan Mabarak Al Nahayan, a Member of the Royal Family of Abu Dhabi, and the Honorable Minister of Higher Education and Scientific Research of the United Arab Emirates. Warid officially launched their commercial services in Bangladesh on the May 10, 2007 with a GSM Mobile Cellular network covering 64 districts of the country and encompassing 70% of the mobile phone using population- the single largest launch the country has ever seen. On July 19, 2007 Warid Telecom announced in major dailies of having achieved one million subscribers in the first of 70 days of operation. As of September, 2008 Warid has secured 3.86 million subscribers and is ranked fourth among the six operators. The primary location of this company is House 34, Road 19/A, Banani,...
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...Prepaid Mobile Cellular Operators: An Empirical Investigation Among Management Graduates in Central Haryana Ashutosh Nigam1, Rajiv Kaushik 2 1 Department of Management Studies, Vaish College of Engg. Rohtak, India drashutoshnigam@gmail.com 2 Department of Management Studies, Vaish College of Engg. Rohtak, India rajivkaushikprince@gmail.com Abstract A comparison of consumer’s perception regarding cellular mobile operators was done on five cellular operators in the prepaid segment. The paper focuses on how management students associate selected brands of mobile cellular operators. Discriminant analysis is used to map selected mobile cellular operators along with their attributes. Study investigates how consumers associate the attributes in different dimensions with reference to leading service providers. Operators do not differ significantly with regard to attributes. However, they vary in their promotional campaigning and years of existence in the market. Keywords: Perceptual Mapping, Brand, Sevice Quality, Quality of Experience. Introduction With liberalization and internationalization in telecommunication, service quality has become important means of differentiation of the brand to achieve business success. For last two decades the Indian cellular services is experiencing highest growth in terms of subscribers and revenue. Despite this, most of the cellular mobile services providers in India are primarily focusing on expanding their customer base tends to overlook...
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...competition and high costs of acquisition in the cellular industry, it has become increasingly important for companies to focus on retaining clients. This paper outlines the current industry conditions and studies the causes of consumer switching behaviour, as outlined by Susan Keaveney (1995) in her study of the service industry, and identifies additional factors specific to the cellular industry. The focus of the study is to identify the most important factors that cause consumers to switch. Using primary research, the author evaluates how TELUS Mobility is rated on each of the factors against the competition, by its own clients and the competitor's clients. Finally, the author provides recommendations to TELUS Mobility to effectively enhance its customer retention and build long-term client relationships. EXECUTIVE SUMMARY Increase in demand for cellular phone service in the Canadian market has led to new entrants into the cellular industry. However, with the major players looking at expanding nationally, there have been a number of acquisitions. Until 2000, there were five service providers in the industry. With the acquisition of Clearnet by TELUS Mobility in 2000 and Microcell by Rogers AT&T earlier this year, there are only three large players left in the industry- Rogers Cantel, Bell Mobility and TELUS Mobility. The biggest challenge faced by the cellular industry today is the churn rate. Almost 30 ...
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...CONNECTING WITH COUSTOMER {CUSTOMER LOYALTY AT NOKIA} 2009 ANIKET ,BRIJESH , SIDDHARTH NOKIA 11/4/2009 LIVE PROJECT REPORT ON CONNECTING WITH CUSTOMERS AT Under the Guidance of Mrs. Sujatha Suresh Submitted by Aniket shah(6NI14049) ACKNOEDGEMENT It’s an opportunity & privilege to do my live project on “CONNECTING WITH CUSTOMERS AT NOKIA“. I record & express my gratitude to Mrs. Sujatha Suresh (BRM Faculty), who help me to choose my topic. I want to thank Mrs. Sangeeta Reddy (student coordinator) who has been grateful in me references & supporting throughout my live project. Last but not least i would want to give acknowledgement to those who have been indirectly responsible for the successful completion of my project report. CONTENTS CHAPTER | TITLE | PAGE NO | I | INTRODUCTION 1.1 Profile of Organization | 5-6 | II | CUSTOMER LOYALTY AT NOKIA | 7-8 | III | OBEJECTIVES | 9 | IV | RESEARCH METHODOLOGY | 10-11 | V | LIMITATIONS OF THE STUDY | 12 | VI | . CONCLUSIONS | 13 | | | | INTRODUCTION PROFILE OF THE COMPANY In 1865, an engineer named Fredrik Ides tam established a wood-pulp mill and started manufacturing paper in southern Finland near the banks of a river. Those were the days when there was a strong demand for paper in the industry, the company's sales achieved its high-stakes and Nokia grew faster and faster. The Nokia exported paper to Russia first and then...
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...Customer Satisfaction level of telecommunication sector in Bangladesh. Report On Customer Satisfaction level of telecommunication sector in Bangladesh. Prepared for: Ferdouse Ara Tuli Senior lecturer, Faculty of Business ASA University Bangladesh Prepared by: Name ID Simanto kumar ghosh 092-12-0034 Shimanta saha 092-12-0001 Md Atikur Rahman 092-12-0026 Setu Adhikary 092-12-0007 Md siddikur Rahman 092-12-0012 Md Nazim uddin 092-12-0022 Date: December20, 2010 ASA UNIVERSITY BANGLADESH December20, 2010 Ferdouse Ara Tuli Senior lecturer, Faculty of Business ASA University Bangladesh Dear Madam: Customer Satisfaction level of telecommunication sector in Bangladesh. We have the pleasure to submit the group report on “Customer Satisfaction level of telecommunication sector in Bangladesh.” for your kind perusal and evaluation. It is a matter of immense pleasure for us to have the opportunity to analyze the “Customer Satisfaction level of telecommunication sector in Bangladesh” one of the latest device of telecommunication sector in Bangladesh. We are grateful to you for allowing us to carry out such project work. We are also grateful to you for necessary co-operation and assistance...
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...Telecom Limited has also extended their cooperation as and when required. I hope you will accept my report and kindly oblige. Sincerely, Md.Fazlay Elahi Sakib ID:042-11-365, Batch: 8th Bachelor in Business Administration (BBA) Contact:01715909903 Acknowledgement This internship report would not be completed without the help and cooperation of the following people. First of all I would like to thank honorable faculty member and my internship advisor, Mr. Md. Shibli Shahriar, Assistant Professor, BBA program for giving me the permission to work on this topic. My special appreciation and sincere gratitude goes to him for the clear guidelines given, which was very help for me to understand and prepare the structure of the paper. Next, I would like to thank Pacific Bangladesh Telecom Limited authority for their cooperation in doing this project. I would specially like to thank my internship co-coordinator for the organization Mr Imrul Hasan, Deputy Manager, Trade Marketing for his necessary support and cooperation. I gratefully acknowledge the valuable time that Faisal Bin Raihan, Sr. Executive, Trade Marketing has spared for me. Finally, I would like to thank all my colleagues of PBTL Sales & Marketing department who gave me necessary help, support and...
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... Square Reader 8 Recommendations 9 Conclusion 10 References 11 Executive Summary The purpose of this report is to investigate the possibilities of an instant increase in customer traffic and expediency in payment with our rollout of food trucks. As a competitor in the mobile food industry that caters to people on the move who do not have the time for a sit down meal, we have to focus on two specifics aside from a desirable food product: awareness for the customer to know where our trucks are going to be and keeping the line in constant motion. Within this report, I have included three different technological advances that have become widely used in the last five years that should be implemented to advance our organization to the forefront of the canteen business. All three advances are around five years in age, but have made dramatic progressions in their usefulness and purpose over the course of their existence. With everyone on the go, the need to have access to information in almost real time is paramount in this age. Social media plays a major role in this delivery of information. People do not have time to wait for a commercial spot to come on, or necessarily see the ad in the local paper tomorrow. It’s now the time for location-based advertising and notification, targeted to consumers who would be interested here and now. The other two technological advances of this report pertain to the ease...
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...CUSTOMER SATISFACTION AND CUSTOMER RETENTION OF TELECOMMUNICATION COMPANIES IN BANADIR REGION BY Open University of Malaysia CUSTOMER SATISFACTION AND CUSTOMER RETENTION OF TELECOMMUNICATION COMPANIES IN BANADIR REGION Project Paper Submitted in Partial Fulfillment of the Requirement of the degree of Master of Business Administration ABSTRACT After the collapse of the central government in Somalia, the telecommunication industry was almost dismantled in the period (1991-1993). Since 1993, the telecommunication industry in Somalia has grown many folds; new companies joined the market to reap the potentials of this growing industry. Companies worked hard to introduce more innovative products to satisfy, attract and retain customers. This study seeks to describe the relationship between customer satisfaction and customer retention of Hormud and Nationlink, mobile phone operators in Mogadishu, Somalia. The method used was descriptive correlation design. Customer satisfaction indicators were: price, call clarity, and value-added services. Customer retention is indicated by: intention to repurchase, positive word-of-mouth, and patience towards price. In the descriptive analysis section, customer retention was low on all aspects of: intention to repurchase, positive word of mouth, and patience towards price. The results also showed that customer...
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...Introduction Short Message Service SMS is today's simplest and cost-effective way to reach a global mobile audience. Thousands of organizations are using messaging already to communicate with customers and employees. SMS was built into the European Global System for Mobile (GSM) standard as an insignificant, additional capability. Yet in many countries SMS was perceived as cheap, and it offered one-to-one, or one-to-many, text communications that could be read at leisure, or more often, immediately. SMS was avidly taken up by young people, forming new cultures of media use.(Goggin & Spurgeon, 2005). Text messaging is instantaneous, inexpensive and personal, and enables numerous applications. In the face of turbulent economic conditions and significant cost pressures, U.S. financial institutions, like their counterparts around the world, are focusing on improving the profitability of their customer relationships, lowering channel costs and enabling more self-service electronic banking. In recent years, the rise of mobile banking has opened a new path for financial institutions to lower the cost to serve their customers, improve their competitive position and increase customer acquisition and loyalty. At the same time, mobile banking establishes a foundation for delivering future products and services that can be monetized, such as mobile payments and remittances. Despite this new ROI opportunity, most institutions have primarily utilized this new channel to drive mobile banking...
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