Abstract
Relevant Drivers for Customers` Churn and Retention Decision in the Nigerian Mobile Telecommunication Industry
Highlights
Telecommunication seems to be an inseparable part of our everyday life, as mobile phone phones are playing a great role in enhancing effective communicate both at individual and at organisational level, and from one place to another place
The positive sign associated with dubious promotions provided by telecommunication firms implies that a one grade increase in the level of uncertain promotions activities of the firms is likely to increase the probability of customers’ churn by 18.9 percentage points
The study contributes to a better understanding of factors, which influence customerschurn and retention decision in the Nigerian mobile telecommunication industry
Summary
Telecommunication seems to be an inseparable part of our everyday life, as mobile phone phones are playing a great role in enhancing effective communicate both at individual and at organisational level, and from one place to another place. Four major players struggle to secure the patronage of customers from the same market in providing the essential service of effective communication and the implementation of MNP. This empowers subscribers to switch their network providers without losing their original/known number. Churn has become an issue of major concern for all stakeholders, as it affects firms’ revenues, profitability, and survival as well as questions quality service delivery in competition, which in turn, enhances satisfaction of subscribers
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