A STUDY ON CUSTOMERS UTILIZATION OF MOBILE PHONE SERVICES WITH SPECIAL REFERENCE TO KANYAKUMARI DISTRICT. (original) (raw)
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Analysis of Customer Loyalty for Mobile Phone User in India
Churn rates have escalated with increased competition and deregulation. Factors such as launching of mobile number portability scheme, introduction of 3G and 4G services and entry of new licenses are likely to further increase churn rates and reduce loyalty (TRAI, 2012). The high churn rates adversely affect mobile telecom operators because they stand to lose a great deal in price premium, decreasing profits levels and a possible loss of referrals from continuing service customers (Manero, 2011). In the context of such an intensifying competition in the telecom sector, there is renewed interest in customer retention, because obtaining new customer is costlier than serving the existing ones; therefore, it makes sense to retain the existing customers (Reichheld, 1996).
In the present scenario of information explosion, the role of media & advertisements play a major role to changing the perception of consumer about the brands & services. The telecommunications is playing a very important role in our economy. This study helps to know the behaviour of the consumer about the mobile operators. This study also helps to know the relationship between consumers satisfaction, consumer retention & consumer loyalty towards the mobile services with special reference to Jabalpur City. This research study also helps to know the reason for the dissatisfaction of the consumer. The sample size of the study is 200 consumers it will taken by using the simple random sampling technique. A structured questionnaire approach to be adopted for the data collection with the help of likert 5 scale model. Both the primary and secondary data explored. The various statistical tools & techniques use for the analysis of data, most of the findings derived from analyzing the collected data which have been summarized in the conclusion and managerial implications.
All people are becoming busy and more professional than previous. The business world and general life is becoming more complex day by day. They need to share more information to each other because of globalization. Mobile phone has introduced a tremendous change in the Communication sector in all over the world. It has changed the communication structure also. People in various occupations and income levels are using mobile phone intensively for their occupational purpose and personal purpose as well. Mobile phone services contribute significantly to the growth and development of the country whether industrial or emerging economy where they operate. Customer loyalty is important for both the firm and the customer. As regards the firm, loyal customers are willing to make repeat purchases in the business that delivers value beyond their expectation. Loyal customers often will, over time bring substantial revenues and demand less attention from the firms they patronize. The determinants of customer loyalty such as service quality, perceived service value, customer satisfaction, customer trust and commitment. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital to the mobile communications market. This paper aims to investigate the role of customer satisfaction in the mobile telephone network service providers (MTNSPs). To notify the meaningful factors for the calculative commitment and loyalty intention of the users in using mobile phones, this study focuses on the effect of service quality and perceived value in customer satisfaction and to identify the role of calculative commitment in forming customer loyalty. As many as 125 users of mobile phone users-working people were surveyed in Coimbatore city, TamilNadu, India. The data as analyzed by confirmatory factor analysis, AMOS and path analysis. This study shows that customer satisfaction, perceived value, service quality and calculative commitment has a positive and significant effect, calculative commitment has a positive effect on loyalty intention and loyalty intention has a positive effect on behavior loyalty and attitudinal loyalty. In terms of mobile telecommunication systems, it is found that the users may exhibit noticeable differences in using this service. This study provides important hints to strengthen the relationship between the network service providers and their customers.
Effect of Mobile Data Service on Customer Loyalty, Retention and Satisfaction in Indian Industry
Journal Paper, 2019
This present research is a construct on studying the effect of mobile data services on customer loyalty, retention and satisfaction in the Indian market. It revolves around mobile data service usage pattern of the customers. It includes the study of reasons of customers for using the mobile data services. Factors pertinent to mobile data services are included in this study to study their impact on customer loyalty, satisfaction and retention in the Indian market. The research adopts quantitative analysis wherein survey was conducted among the customers in Delhi NCR (National Capital Region), Delhi, Faridabad, Noida and Gurgaon among mobile data service users of different service providers like BSNL, Airtel, Vodafone, Idea and Jio to determine the factors which influence customer loyalty, retention and satisfaction in the Indian market. The findings of the usage pattern of the customers are that most of the customers use mobile data services multiple times a day and for a shorter duration of time that is less than half an hour. The study also found significant impact of factors included in the study on customer loyalty, retention and satisfaction in the Indian market. Customers' ability to access information whenever needed and to connect to friends and peers using mobile data services are two important independent factors, the study found. This research will benefit the mobile data service providers to understand the factors on which they have to focus more on metro cities of the Indian market. The results can also be utilized by the mobile data service providers to improve upon their services for increasing customer loyalty, retention and satisfaction in the Indian market.
Customer Satisfaction and Loyalty in Mobile Telecumunication
European Journal of Business and Management, 2015
This research has been conducted to discuss customer loyalty in mobile telecommunication. Study measures different features of service assortment, price satisfaction, quality, employee service and satisfaction to check which attribute influence the loyalty more in mobile telecommunication. Design/methodology/approach: A survey was conducted in university of Sargodha. For this purpose the questionnaires were filled from the students of different departments of the university who were the customers of any one of the mobile network operators from the five main mobile networks in Pakistan named as Ufone, Telenor, Warid, Zong and Mobilink. The five-point Likert scale was used (where 1 equals strongly disagree and 5 equals strongly agree). Finding:Research found that Price satisfaction, quality, employee service, service assortment and satisfaction positively related to the customer loyalty. Research also found that Service assortment highly affects the customer loyalty among the all independent variables.Limitations:This research includes a limitation that the people under consideration of sample are highly educated and young people.Originality/value:Regardless of the development of new products and services, only some studies have examined customer satisfaction and loyalty in the mobile telecom sector. INTRODUCTION This research has been conducted in order to check the impact of relationship marketing in mobile network operators of telecom sector of Pakistan and to find out the loyalty of customers for these mobile network operators. Telecommunication is highly competitive and challenging industry in all over the world. This industry experience significant changes in last few decades. Many telecommunication companies are fighting for customers. Telecommunication services became cheaper due to increase in competitors. Today internet, land line phone and mobile services are available with very reasonable prices due to which numbers of mobile users are increasing day by day. Mobile operators generally use modern methods of promotion e.g. T.V Ads, Newspaper Ads, Radio Ads and Online promotion. Mobile services are convenience by type. People use mobile services frequently and not significant planning is required for its usage. People generally make little comparison while getting a connection. People prefer those networks who offer good quality with minimum price while adults and teenagers mostly prefer those networks that provide variety of package (sms bundles, late night packages, friends and family packages). Regardless of the development of new products and services, only some studies have examined customer satisfaction and loyalty in the mobile telecom sector. Satisfaction of mobile network operators is very important because it involve highly word of mouth promotion. A satisfied customer suggests his mobile network operators to friends and family members. According to telecommunication authority of Pakistan, there are 98 million mobile users in Pakistan and growth rate is also increasing rapidly. In April 2010 growth rate was 0.50% while in May 2010 growth rate was 0.72%. According to analysis there is still market place 7-14 crores exist in Pakistan. According to PTA, there are five international mobile network operator companies in Pakistan e.g. Ufone, Mobilink, Warid, Zong and Telenor. The following order exists between these companies with respect to the number of users in Pakistan; (1) Moblink (2) Ufone (3) Warid (4) Telenor (5) Zong Zong introduced later in Pakistan therefore having least number of users, but Zong is at the top of the world with respect to number of users. Zong is growing rapidly in Pakistan UAE is the biggest investor in the telecommunication sector in world wide, while USA and Norway are the second and third larger investors respectively. Moblink is a USA company, Ufone is a Pakistani company, Warid is a UAE company, Telenor is a Norway company and Zong is a china mobile company. Research involves all the important variables e.g. price satisfaction, quality, service assortment, employee services, satisfaction and loyalty of customers. Research tries to draw influence of price satisfaction, quality, service assortment, and customer services on customer satisfaction and loyalty. All these variables help in the baying behavior of customers. Research shows that all these variables highly affect the baying behavior of customers in different field. This research includes a limitation that the people under consideration of sample are highly educated and young people. We assume that percentage of specific mobile users in sample not effect on the relation between the variables. Research also includes statistical inferences. Finally conclusion and implementation for further studies are also mention in this research paper.
The objectives of this paper were to explore reasons why consumers prefer a specific mobile service and to explore the relationship between Service Quality, Customer Satisfaction and Brand Loyalty. The cellular service providers are using different sales promotional methods to attract the customers towards them. For further enhancement, to measure the Customers' Satisfaction and Service Quality towards Brand Loyalty of cellular service is important. The survey instruments used in the present study to measure Brand Loyalty were Service Quality, Price, Product Quality, Promotional Quality and Customer Satisfaction. Thus the structural equation modeling approach was necessary in order to examine the variables. The findings revealed that reliability, responsiveness in service quality, reasonable price and customer satisfaction leads to brand loyalty towards cellular communication providers. The researcher suggests that proper promotional offer with right service at the right time and enhanced product quality to make the customer satisfied and loyal to the service providers.
SUBSCRIBERS OF INDIAN MOBILE TELECOM: SATISFACTION WITH EXPERIENCE AND LOYALTY
Telecommunication industry in India is booming especially the cellular mobile and smartphones market. The era of liberalisation and privatisation opened up the Telecom sector in India two decades back. The monopoly of BSNL ended and private service providers entered the fray. The story has come a long way and currently broadband and 4G have become a basic necessity and smartphones an obsession. Telecom scenario has witnessed expansions as well as takeovers and the number of operators differs across the Telecom circles. Mobile number portability has also largely changed the subscriber count and telecom operators are facing the heat to retain their customers. The current scenario warrants a satisfying experience and service providers face stiff competition on this account. Research was undertaken to ascertain the satisfaction levels with telecom experience in the cellular mobile sector. The subscriber perceptions about antecedents of satisfaction with telecom experience like service quality, service delivery, support services, and perceived value were ascertained. The loyalty intentions of subscribers were also gauged. 756 Telecom (pre-paid and post-paid) subscribers from all five telecom service providers registered in Chennai (Tamilnadu) Telecom circle were surveyed. This paper presents the Structural Equation Modelling path analysis and the extent of impact of variables.
2009
With the ever increasing popularity of mobile telecommunication, the evaluations of antecedents of customer satisfaction and loyalty have become very important for Mobile Telecom Operators (MTOs) and at the same time for researchers also. A thorough literature survey was carried out in order to identify the factors that influence customer satisfaction & loyalty. Based on literature review, a conceptual research model was developed for identifying the relationship between service quality and customer satisfaction as well as service quality, switching cost, and trust with customer loyalty. The study has collected the perceptions of 300 pre-paid mobile subscribers from three operators (Grameen Phone, Bangla-link, and Aktel) through self administered survey questionnaire. The result shows thats a significant linear relationship exists between service quality and customer satisfaction. The result also shows that service quality, switching cost, and trust are significant predictors of cus...
Validating Antecedents of Customer Loyalty for Indian Cell Phone Users
Vikalpa: The Journal for Decision Makers
The Indian telecom industry is one of the fastest growing in the world and second largest mobile market globally. The Indian cell phone market is characterized by a large subscriber base (545 million connections as on May, 2010, expected to reach 876.6 million in 2013), low average revenue per user (INR 209 as on March 2009) and high churn rates (53.2% in 2009, and is expected to increase to 59.6% in 2013). The Indian consumers are enjoying a wide range of services along with the world�s lowest local call rates. The mobile phone operators in India are faced with the challenge of reducing customer churn in the ever-increasing prepaid subscriber market. Under such circumstances, the success of mobile phone service providers in India mainly depends on developing innovative schemes to increase customer loyalty. In service organizations, customer loyalty is considered as prime determinant of long-term financial performance of firms. One of the crucial issues of today is to understand how...
Customer Loyalty of Nokia Mobiles; an Empirical Study Conducted In Pakistan
Journal of Sociological Research, 2014
Customer loyalty is a psychological motive which today's managers are considerate about. Today in the world of competition, customer loyalty is the basic thing for the company's survival. In this research paper, we study the variables which directly or indirectly affect the loyalty of the customer and these variables are the customer satisfaction, customer trust, and vendor communication, perceived value, perceived quality, relational benefits, and brand credibility. For this purpose, we conducted a self-administrated survey to collect the data. Data is collected from 150 respondents, and the study employed statistical analyses, such as reliability 406 analysis and regression analysis. The results of the study show the positive significant relation with all variables except perceived value because of unsystematic errors. The other reason of this relation is that we do not target one product of Nokia mobiles specifically.