Customer Switching Research Articles

Customer Churn Prediction Model and Identifying Features to Increase Customer Retention based on User Generated Content

Customer churn is a problem for most companies because it affects the revenues of the company when a customer switch from a service provider company to another in the telecom sector. For solving this problem we put two main approaches: the first one is identifying the main factors that affect customers churn, the second one is detecting the customers that have a high probability to churn through analyzing social media. For the first approach we build a dataset through practical questionnaires and analyzing them by using machine learning algorithms like Deep Learning, Logistic Regression, and Naive Bayes algorithms. The second approach is customer churn prediction model through analyzing their opinions through their user-generated content (UGC) like comments, posts, messages, and products or services' reviews. For analyzing the UGC we used Sentiment analysis for finding the text polarity (negative/positive). The results show that the used algorithms had the same accuracy but differ in arrangement of attributes according to their weights in the decision.

EuroEXA Custom Switch: an innovative FPGA-based system for extreme scale computing in Europe

EuroEXA is a major European FET research initiative that aims to deliver a proof-of-concept of a next generation Exa-scalable HPC platform. EuroEXA leverages on previous projects results (ExaNeSt, ExaNoDe and ECOSCALE) to design a medium scale but scalable, fully working HPC system prototype exploiting state-of-the-art FPGA devices that integrate compute accelerators and low-latency high-throughputnetwork. Exascale-class systems are expected to host a very large number of computing nodes, from 104 up to 105, so that capability and performances of the interconnect architecture are critical to achieve high computing efficiency at this scale. In this perspective, EuroEXA enhances the ExaNet architecture, inherited by the ExaNeSt project, and introduces a multi-tier, hybrid topology network built on top of an FPGA-integrated Custom Switch that provides high throughput and low inter-node traffic latency for the different layers of the network hierarchy. Deployment of a few testbeds is planned, with incremental complexity and equipped with complete software stack and runtime environment, to support the integration and test of the network design and to allow for evaluation of system performance and scalability through benchmarks based on real HPC applications. Design and integration activities are ongoing and the first small scale prototype (50 nodes) is expected to be completed in fall 2020 followed, one year later, by the deployment of the larger prototype (250/500 nodes).

Impact of corporate image, switching cost and customer trust on customer satisfaction: Evidence from listed banking sector

This study examines the effects of some factors (Corporate image, Switching cost & Customer trust) on customer satisfaction, in the banking sector. Data were collected from bank's users, with the help of a questionnaire and used SPSS for the analysis. Results of this study revealed that customer satisfaction recorded positive relationship with selected variables. Further, this study found positive association between corporate image, customer trust and customer satisfaction but switching cost did not record strong relationship with customer satisfaction. Hence this research study suggested changes in the existing customer satisfaction systems of banks in Pakistan. Bank managers are advised to articulate operation and marketing strategies, that focus on cravings of customers, to improve the level of comfort.

Switching Intentions Among Millennial Banking Customers to Fintech Lending

The purpose of this study is to analyze of switching intentions among millennial banking customers to the financing services of FinTech lending in Indonesia using the PPM framework. 245 primary data were collected by Likert 5 scale category which was subsequently conducted data analysis using the OLS method. The results showed that in the perspective of push effects, all factors have no significant effect on switching intentions or in other words the millennial banking customers have considered that credit/financing services in banking is quite good that it does not encourage them to switch. In the perspective of pull effects, ease of use and pricing benefit factors of FinTech lending have significant effect on switching intentions so that it attracts them to switch. Meanwhile, in the perspective of mooring effects, the factors of service products and reputation significantly affect switching intentions so as to impede them to switch. In addition, Islamic banking customers are known to have higher potential to switch to the financing services of FinTech lending. The results of this study provide useful information for the banking industry, FinTech lending and regulators to be able to develop strategies and effective policies amid the potential of customer switching

What drives customer switching intention in Malaysian hotel industry The hidden link

What drives customer switching intention in Malaysian hotel industry The hidden link

Modelling Dynamically Re-Sizeable Electrodes (DRE) for Targeted Transcutaneous Measurements in Impedance Plethysmography.

Impedance plethysmography of extremities typically involves band electrodes around limbs to monitor changes in blood volume. This often causes monitored blood variations to only generate minuscule impedance values relative to the measured baseline, attributed to the tissue surrounding the artery or vein of interest. Smaller, ECG type electrodes can provide a larger signal, however their output is very easily affected by the placement of the electrodes relative to the targeted vasculature. This paper presents a novel method to adjust the active surface of electrodes, introducing Dynamically Re-sizeable Electrodes (DRE), to only target the exact area of interest, forming localised electrodes, without having to manually re-position them. Elongated rectangular electrodes were partitioned into smaller electrode segments, interconnected through custom circuitry. For the development and assessment of the DRE system, work was carried out both experimentally in-vitro on gelatine phantoms using custom switching circuits and through finite element modelling (FEM) simulations in COMSOL. A scanning sequence made use of DRE in single segment variable tetra-pole (SSVT) mode proved capable to identify the transcutaneous location of the blood vessel of interest and the specific electrode segments located in its vicinity. Impedance measurements were then taken using these segments connected to form localised electrodes only placed over the targeted vessel. The resulting localised electrodes exhibited up to [Formula: see text] increased sensitivity to blood variations relative to larger electrodes.

Relationship between Website Determinants and Customer Switching in a Hypermarket Online Shopping: Customer Trust as a Mediator

Relationship between Website Determinants and Customer Switching in a Hypermarket Online Shopping: Customer Trust as a Mediator

Managing engagement in an emerging economy service

Purpose The purpose of this paper is to offer a better understanding of managing engagement in an emerging economy service. It explores the role of organisational climates for initiative and psychological safety as the key drivers of employee engagement (EE). It also examines the effects of EE on customer engagement (CE) and, in turn, on relationship commitment and switching intention. Design/methodology/approach Data were collected through a structured survey of service employees and customers of 69 bank branches in Bangladesh using two survey instruments. Responses were collected from 156 employees and 316 customers. A dyadic data set was created by matching customer data with the corresponding employee data collected from each bank branch. Structural equation modelling using AMOS (version 22.0) was employed for data analysis. Findings Organisational climates for initiative and psychological safety positively influence EE. In turn, EE significantly influences CE which has a significant impact on customer relationship commitment and switching intention. Research limitations/implications Future research could consider actual customer behaviour, such as repeat purchase, as the key outcome variable. Practical implications The findings emphasise that investment by service managers in organisational resources to facilitate favourable climates for initiative and psychological safety would engage employees at work, which would ultimately help to attain CE and commitment, and reduce switching intention. Originality/value This research extends the existing engagement literature with empirical evidence supporting two new EE drivers and two new CE outcomes. It offers a better understanding of managing engagement in the financial services industry of an emerging economy, focussing on the relationship chain from organisational climate to EE, CE and customer-based outcomes.

Impact of Direct-To-Home (DTH) on Indian Television Viewers

Direct to home has revolutionsied the television viewing in India. Despiteof the high switching costs, alternate offers like more regional channels, discounts, free installation, one month subscription waiver etc. attracted more customers. Three independent variables customer satisfaction, alternate offers and switching cost were used to understand the customer loyalty towards DTH service providers. The data collected was analysed using statistical tools revealed that, substantial amount of switching cost for changing DTH service provider is a biggest hurdle which makes the customer loyal. The customer satisfaction which has a positive influence on the customer loyalty is due the fact that irrespective of the service provider, their responsiveness towards customer calls and complains are not addressed to the expected level.

An Empirical Study on Internet to Home Through Optical Fibre in Indian Internet Service Provider Market with Special Reference to Customer Switching Pattern with the Introduction of Reliance Jio "GigaFiber" and other Players like BSNL, Airtel, Tata Sky Broadband etc.

An Empirical Study on Internet to Home Through Optical Fibre in Indian Internet Service Provider Market with Special Reference to Customer Switching Pattern with the Introduction of Reliance Jio "GigaFiber" and other Players like BSNL, Airtel, Tata Sky Broadband etc.

Customers’ Switching Behaviour in the Banking Industry in Cape Coast Metropolis, Ghana

Deregulation, intense competition and the banking sector crises in Ghana has led to increased customer switching. It has, therefore, become crucial not just to attract every potential customer, but also to develop strategies aimed at maintaining the existing customers. This study sought to investigate the factors that affect the switching behaviour of customers in the banking industry in Ghana. Data for this study was obtained using self-administered questionnaires from 500 bank customers. A descriptive cross-sectional survey was adopted for the study. Binary logistic regression technique was used to analyse the data. The results revealed a significant relationship between customers’ switching behaviour and the variables of interest, including, price, advertising, reputation, distance to bank location, switching cost and innovative products offered by banks. The study recommends that banks should embark on effective advertising campaign about the benefits of their products and improve upon their reputation. Banks should invest in technology and reduce their investment in bricks and mortar type of banking structures. Keywords : Banking, Customer Switching Behaviour, Ghana DOI : 10.7176/JMCR/61-01 Publication date :October 31 st 2019

The economics of merger appraisal: analysis of best practices

The article briefly outlines key economic principles that are used for merger appraisal in Europe and the US. We consider three most typical cases: horizontal, vertical and conglomerate mergers. We explain the main positive and negative effects that typically arise in each case. We point that the analysis of structural factors (levels of industry concentration and market shares) and barriers to entry can serve only as a starting point of the merger appraisal process. Other indicators such as closeness of competition, countervailing buyer power and customer switching, counter-reactions of rivals, levels of profitability, cost savings are far more important for the analysis of merger effects on consumers and competition. In addition, we describe general economic principles with regards to merger remedies.

What Drives Customer Switching Intention in Malaysian Hotel Industry The Hidden Link

One of the challenges that marketers are currently facing is to understand the impact of self-congruity and functional congruity when it comes to switching intention. The relationship between self-congruity and loyalty is well documented in previous studies. However, there are scant studies that investigated the impact of self-congruity on consumers' switching intention. Considering this, the present study examines the relationship between two dimensions of self-congruity (actual and ideal) and functional congruity with switching intention in the Malaysian hotel industry. Data were collected using survey questionnaires from customers of five star hotels in Kuala Lumpur, Malaysia. Two hundred and eight completed valid questionnaires were obtained and considered for further analysis. The data were analysed using structural equation modelling, partial least square (PLS-SEM). Results revealed significant relationships among both dimensions of self-congruity and functional congruity with switching intention. Moreover, data supported the mediating role of functional congruity in the relationship between self-congruity and switching intention. The limitations and future research directions are also discussed.

The optimal upgrade frequency and lifecycle under maintenance for a single-product rollover

As technology improves and demand changes, products gradually become out of date over time, so firms can introduce new versions to make profits. Meanwhile some products come with an after-sale maintenance service which is included in the product purchase. Firms can affect the customer purchase and replacement decisions by adjusting their upgrade strategy and maintenance time simultaneously, so it is important for firms to coordinate the upgrade strategy and maintenance time. In this article, we study the interaction between upgrade frequency and maintenance time, and find that when the gap between customers’ willingness to pay is small, firms should provide a short maintenance time and reduce the upgrade frequency. When the gap between customers’ willingness to pay is large, firms should provide a long maintenance time and increase the upgrade frequency. In this case, firms implement a “price discrimination” policy by influencing customers’ replacement frequency to earn higher profits. Usually, two hidden costs exist in the product upgrade process: the fragmentation costs and customer switching costs. The existence of fragmentation costs and switching costs is equivalent to the reduction of product quality and the increase of development cost respectively. Ignoring these two costs can lead firms to provide a longer maintenance time than optimal.

The Influence of Perceived Organisational Justice on Customer’s Trust: An Overview of Public Higher Educational Students

This paper focused on the issues of customer’s trust within the telecommunication industry in Malaysia. This paper looked into the importance of perceived organisational justices towards customer trust. In the event of service recovery, it is important for the managers to monitor closely the current processes (procedural justice), outcomes (distributive justice) and the communication between employee and customer (interactional justice). This with help the organisation to maintain customer loyalty and minimize customer switching to a different mobile provider. Primary data is collected through survey questionnaires from 181 customers who are the major mobile users in the industry. Likert scales were used and all variables demonstrated good values of consistency. This study found that, procedural justice, distributive justice and interactional justice are all having significant relationship towards customer trust. It is an indication that perceived organisational justice is an important antecedent for customer trust especially during service recovery period.

Influence of Marketing Mavens on Consumer Switching: Role of Personality

The aim of this paper is to relate the concept of Marketing Mavens with consumer switching. The Paper examines the influence of different personality factors based on different categories of Market Mavens on customer switching. Our research investigate the role Personality of Market Maven considering fivefactor model comprised of five personality dimensions (OCEAN), and Myer Briggs Type indicator (MBTI). MBTI, also known as four opposite pairs or dichotomies of personality dimensions, being one and other OCEAN, in our research are studied using different levels Involvement (High, Low) of consumer and Value of offering (High End/ Low End) associated with Consumer Switching. A Marketing Maven’s influence on a consumer will differ according to their personality with level of a consumer’s involvement and type of a product being offered based on its value. For Example, we suggest that Marketing Mavens who are having too much of information will tend to be perspective and not Judgmental. Similarly, for low end/low involvement products maven will be more of Sensing and Thinking Personality trait, but for high end products he will tend to be Intuitive and feeling and hence will influence Switching accordingly.

Study On Partnership Between Energy Companies & Blockchain Start-Ups: Based On Corporate Investment Model

The Aim Of This Study Is To Categorize The Partnership Types Between Legacy Energy Companies And Blockchain Energy Start-Ups In 2017 By Investigating Partnership Deals. For It, The Author Reviews Previous References Dealing With Blockchain Energy Business Models And Discusses The Corporate Investment Model. As Results, Among Twenty Start-Ups, Five Partnership Deals Have Been Found. The Enabling And Passive Partnership Is Related To Fundamental Technology Of Blockchain Application And The Cases Are ‘Electrical Vehicle Charging’ (Slock.It And Rwe) And ‘Customer Switching’ (Electron And Tepco). The Driving Partnership Is Related To Viable For Sustaining Business And The Cases Are ‘Microgrid’ (Sun Exchange And Powerhive) And ‘Ipp Settlement’ (Btl And Wien Energie). The Emergent Partnership Is Related To Robust & Scalable For Business And The Cases Are ‘Local Energy Market & P2P Energy Network’ (Lo3 Energy And Siemens, Power Ledger And Vector, Innogy Innovation Hub And Tepco), ‘Decentralized Exchange’ (Grid Singularity And Rocky Mountain Institute), And ‘Retail Trading & Settlement’ (Ponton And Energy Companies).

CITRA PERUSAHAAN SEBAGAI VARIABEL PEMODERASI PENGARUH LAYANAN TERHADAP KEPUASAN PASIEN DAN NIAT BERALIH

This study aims to see the effect of service quality from 3 PKU Muhammadiyah Hospital in Jogja, Sleman and Bantul on customer satisfaction and customer switching intention which is moderated by the company's image. This study uses Moderated Regression Analysis (MRA), with a total sample of 111 customers/patients at the Muhammadiyah Yogyakarta Hospital. The data was collected online and offline by purposive sampling technique. This study proves that service quality is the main predictor in increasing customer satisfaction of PKU Muhammadiyah Yogyakarta hospital. However, the test results explain that the company's image is not able to moderate the influence of service quality on the customer satisfaction and switching intention. The results of this study also provide theoretical and practical contributions related to theoretical, methodological and practical issues.

Switching Behavior in the Christian Religious Market: A Review and Research Agenda

ABSTRACTGiven the importance of customer retention for the survival of any organization, this article reviews literature on customer switching behavior (CSB) in the service sector and particularly in the Christian religious market with a view to identifying quantitative and qualitative research streams open for further exploration. This article highlights previous theories that have been used to explain religious switching and adopts the Push-Pull-Mooring (PPM) framework in the explanation of CSB in the Nigerian Christian religious market. Based on the findings from the review of literature, surveys involving open-ended questions and a focus group discussion, this article identifies push, pull, and mooring components as they relate to switching in the Christian religious market in Nigeria. Push factors identified were categorized into relationship related, performance related, and appraisal of self. Pull factors identified were classified as appeal of pastor, appeal of church, relationships, presence of special ministry, and opportunity for development. Mooring variables identified were grouped into individual characteristics, switching cost, subjective norm, and location. This information provides useful insights for religious leaders as well as academics seeking to understand adherents’ switching behavior in the Christian religious context.

Factors Influencing Brand Switching Behaviour of Mobile Phone Users and the Mediating Effect of Customer Satisfaction: A Literature Review

Mobile phone market is one of the most turbulent market environments today due to increased competition and change. Thus, it is of growing concern to look at consumer brand switching behaviour and shade light on the factors that influence the consumer switching between different brands of mobile phones. On this basis, this paper deals with consumers' brand switching behaviour of mobile phone by studying factors that influence consumers to change their mobile phones brand and the mediating effects of customer satisfaction. Using literature review, it was found that although the purchase of a mobile phone is subjective, there are some general factors that seem to influence the switching behaviour of consumers among brands. The studies further show that among other things that influence consumer switching behaviour in the purchase of mobile phones includes reference group and product quality. The study further reveals that customer satisfaction has positive effects on customer switching. Thus, customer satisfaction is considered a positive determinant of how strong is the relationship between the customer and the product provider. The study therefore, recommends that mobile phone marketers should shift focus on building corporate image and analyze more carefully the reason for customers to switch brands in their industries in order to increase loyalty among these customers.