Mobile Service Providers Research Articles

Customer Satisfaction of Mobile Phone Service Providers: A Study of Students at the University of Delhi (India)

The purpose of the study is to identify the level of satisfaction among the Students at the University of Delhi (India), with special reference to Airtel, Vodafone Idea and Reliance JIO mobile service providers.

Understanding perceived risk factors toward mobile payment usage by employing extended technology continuance theory: a Vietnamese consumers’ perspective

PurposeThis study aims to examine the impact of perceived risk dimensions, confirmation, perceived usefulness and perceived ease of use on user satisfaction and their continuance intention to use mobile payments across Vietnam based on the extended technology continuance theory (TCT).Design/methodology/approachThis study used an online questionnaire-based survey design to collect data from 417 respondents using judgmental and snowball sampling techniques. The respondents in this survey are personal users of mobile payments across Vietnam. Data analyses and hypothesis testing were carried out using the partial least squares structural equation modeling.FindingsThe findings demonstrate that physical risk, time loss risk, opportunity cost risk, confirmation, perceived ease of use and perceived usefulness are important elements influencing consumers’ satisfaction toward continuance intentions to use mobile payment services. Satisfaction is also significantly associated with continuance intentions to use mobile payments across Vietnam. Other relationships, including functional risk, social risk, financial risk and information risk are not significantly related to satisfaction. These results are expected to be useful for mobile payment service providers. Understanding the factors mentioned in this study enables mobile payment service providers to improve their offerings strategically and then motivate their clients to keep using mobile payments.Originality/valueThe work is among the very few bodies of empirical research to investigate the continuance intention to use mobile payments using the extended TCT by incorporating the various dimensions of perceived risk construct in the fintech sector to develop a research model for this study. Furthermore, combining with perceived risk dimensions, this study expands the TCT model’s mobile app to the fintech sector, and advances the understanding of the use of the extended TCT in the fintech sector and adds to the theory.

Impact of Service Quality on Customer Satisfaction among Nepalese Cellular Mobile Service Providers

The objective of this study was to find out how satisfied customers are with Nepal Telecom and Ncell's mobile phone services. Both the analytical and the descriptive research designs were used in this study. All users of Nepal Telecom and Ncell mobile telephone services make up the study's population and 400 mobile telephone services user was considered as a sample of the study. In this study, correlation analysis was used to find the relationship between service quality factors and customer satisfaction and linear regression analysis was used to evaluate multiple independent variables that affect the dependent variables. The findings of this study depict that moderately positive correlation between tangibles, assurance, reliability, responsiveness, empathy, convenience, complaint handling, network quality, and customer satisfaction with mobile service providers. Similarly, the correlation is significant for tangibles, assurance, reliability, responsiveness, empathy, convenience, complaint handling, and network quality with customer satisfaction. This study also shows there was an insignificant impact of tangibles, reliability, responsiveness, convenience, complaint handling, and network quality of service quality on consumer satisfaction but an insignificant impact of assurance and empathy of service quality on consumer satisfaction among Nepalese cellular mobile service providers.

Usage Analysis of Mobile Payment System to Consumer Continuance Intention in Jabodetabek

This research aims to study the continuous intention of mobile payment usage using the Technology Acceptance Model (TAM) theory with the extended model using perceived trust and subjective norms. A survey conducted through 25 questions questionnaire using a 5-point Likert scale with a total of 158 respondents was obtained by multiplying indicators by 6, with SEM-PLS method using SmartPLS 4.0. The analysis shows that perceived satisfaction significantly affects continuance intention to use mobile. The effect of subjective norms on continuance intention to use mobile payment is significant, and perceived ease of use and perceived usefulness have shown a positive relationship to perceived satisfaction. The perceived trust does not significantly affect the continuance intention to use mobile payment. In the previous study, continuance usage of mobile payment is conducted in South Africa, which is a gap in people's finances. The main limitation of this research is the limited data and a very diverse profile of respondents, which may have needed to be more fairly represented in this study. These results suggest that the mobile payment service provider effectively improves customer satisfaction. Gaining more trust in many aspects to make customers use mobile payment continuously. Perceived satisfaction has a positive relationship to keep the continuance intention to use mobile payment systems.

How Performance Expectancy and Security Affect Continuance Intention on Gopay Users

GoPay is a leader amongst mobile wallet service providers, however the position is threatened by the coming of new players in the market. This research aims to investigate the influence of performance expectancy and the perception of security towards continuance usage intention and satisfaction’s role as the mediator on GoPay users in Banda Aceh. It is conducted by distributed online questionnaires to GoPay users which result in 90 respondents. Partial Least Square-Structural Equation Model (PLS-SEM) was used for data analysis. This study found that performance expectancy and satisfaction affect users’ intention to continue using GoPay. However, no direct influence is found in the relationship between perceived security and users’ willingness to continue using GoPay. This study also found that satisfaction can act as the mediator in the relationship between performance expectancy, perceived security, and intention to continue.

Influence of Innovation Practices on Performance of Mobile Service Providers: A Case of Nairobi City County, Kenya

Innovation is considered a critical requirement for the growth and profitability of any organization. For private sector organizations operating in increasingly competitive market, innovation is often a condition for simple survival. The technological, economical and legal changes have pushed mobile service providers towards a new way of thinking where innovations are being used to provide competitive advantage. It is therefore expected that for these firms to thrive in the competitive environment they must have to focus their strength to innovation in order to respond and adapt to the changes and challenges in their operating environment. The purpose of this study was to analyse the influence of innovation practices on performance of mobile service providers in Nairobi City County, Kenya. The objectives of this study were; to determine the influence of financial resources mobilization innovation, and to identify the influence of human resource innovation on performance of mobile service providers in Nairobi City County Kenya. The study was anchored on the Diffusion of Innovation Theory and Resource-based approach theory while adopting a descriptive survey research design. The target population was from top, middle and lower-level managers of the three mobile service providers (Safaricom, Airtel and Telkom) with the stratified random sampling method used in identifying the sample respondents for data collection. The study mainly used primary data which was collected using self- administered questionnaires. Collected data was analyzed using the Statistical Package for Social Sciences Version 26 where inferential statistical methods were used to describe and depict the results (Correlation, Regression and ANOVA). The research instrument used was a structured questionnaire. Data was analyzed with the help of statistical package for social science version 26, Correlation and regression analysis tools were used establishing the relationship between the variables. The F-test (F=4.973) which was greater than the critical value. The F-test indicated an overall statistically significant model with financial resources mobilization innovation 78.1% (t~1.331) while human resource innovation explained 34.7% (t~1.349) of performance of mobile service providers in Nairobi City County, Kenya. The findings therefore revealed statistically significant regression influence among the variables. The study will be expected to add to existing literature in the information technology field as well as enriching the already existing literature in the information technology area and other fields in general. Keywords: Financial Resources Mobilization Innovation, Human Resource Innovation, Profitability.

The influence of the mobile money payment on the performance of small and medium enterprises in Somalia

This study examines the influence of mobile money payment on the performance of small and medium enterprises in Somalia. A cross-sectional research design is used to explore the relationship between mobile money and business growth. Cross-sectional data collected from sample 385 business enterprises in Somalia was studied while descriptive and analytical methods were used to analyze the data. The Generalized Linear Model was employed to estimate the association between the variables of interest.This study found that mobile money promotes business growth, and 1 % increase in mobile money usage leads to about 11.14 % of business growth. The findings of this study indicate that mobile money services boost the performance of small and medium-sized enterprises by increasing access to finance, boosting sales growth, financing product development, and reducing operational risk. Mobile money services also help small and medium enterprises reduce knowledge asymmetries, eliminate market inefficiencies, and improve decision-making, ultimately contributing to enterprise performance.The findings of this study imply that the expansion of mobile money services can significantly benefit small and medium-sized businesses in Somalia; hence, the government and mobile service providers should promote a safe and effective mobile money system that prevents fraudulent transactions.

The Relationship between Relationship Marketing and Brand Loyalty in Mobile Telecom Service Providers: Case of Nairobi County, Kenya

Relationship marketing remains a major predictor of brand loyalty in the telecommunication industry. Regardless of this, mobile telecommunication firms in Kenya are yet to achieve required brand loyalty levels. This is evident given high levels of switching freedom and churn rate levels which rose from 21.20% to 31.45% in Safaricom, while in Airtel, this rose from 4.9% to 6.0% in 2021. The main purpose of this study was to investigate the effect of relationship marketing on brand loyalty in mobile telecommunication service providers in Kenya. The study was hinged relationship marketing theory and descriptive research design. Target population was 124,849 subscribers drawn from four telecoms; Safaricom, Airtel, Telecom and Equitel. Stratified sampling technique was used to select a representative sample of 443 respondents. The primary data for the study was collected using a closed ended survey instrument. The study adopted Cronbach’s metrics of alpha to determine the internal consistency of the instrument while its validity was assessed by supervisors. Quantitative data was analyzed using both descriptive statistics (frequencies, percentages, means, standard deviation) and inferential statistics (Correlation and Regression). The findings indicated that there is a positive and significant relationship between relationship marketing and brand loyalty, where relationship marketing explained 60.1% of the variance in mobile telecommunication service providers brand loyalty. The study concludes that relationship marketing has a significant effect on brand loyalty. The telecos management should put more effort on human interactions and activities, enhanced Collaborative Perspective, aligned and empowerment employee and value co-creation behaviors in order to advance relationship marketing Keywords: Relationship Marketing, Brand Loyalty

Factors influencing m-loyalty and customer reuse intention toward mobile instant messaging services

PurposeThis study aims to empirically examine the factors that affect mobile loyalty (m-loyalty) and its influence on customer reuse intention towards mobile instant messaging services. This study identified measurement items to assess the business users and individual users reuse intention towards mobile instant messaging services and test the relationship in the conceptual model. This study bridges a literature gap focusing on m-loyalty and its impact on customer reuse intention, which has not received attention previously.Design/methodology/approachTo evaluate the influence of the factors, this study identified and extracted the items from past literature to develop the survey instrument. This study surveyed 600 respondents including business users and individual users from the Delhi-National Capital Region of India and applied the structural equation modelling to test the conceptual model.FindingsThe results revealed that satisfaction and m-loyalty have a direct effect on the business users and individual users’ reuse intention of mobile instant messaging services. This study found that satisfaction, usability, perceived value, commitment, trust and m-loyalty influence on business users reuse intention. This study indicate that enjoyment has an insignificant relationship on m-loyalty for business users followed by usability and enjoyment has an insignificant relationship on m-loyalty for individual users. Further, female gender does not moderate the relationship between satisfaction and business users reuse intention. The cognitive absorption and the unified theory of acceptance and use of technology (UTAUT) theories supported evaluating the association between the factors in the context of business and individual users reuse intention of mobile instant messaging service.Research limitations/implicationsThe empirical findings imply that all the factors except enjoyment have directly influenced the business users reuse intention of mobile instant messaging. The significant influence of usability factor on the business users reuse intention towards mobile instant messaging is the major variation between the validated models of business and individual samples. The results of influencing factors of m-loyalty and its impact on customer reuse intention are associated with cognitive absorption and the UTAUT theories.Practical implicationsFocus on these factors can be beneficial for the business users, managers, mobile instant messaging service providers and application developers to increase customer loyalty and reuse intention for the mobile instant messaging services. This research will facilitate mobile instant messaging service providers to keep their services market relevant and focus on user satisfaction in building applications for loyalty.Originality/valueThis research identified measurement items from earlier literature to identify, analyze and verify the relevance of these factors in m-loyalty and customer reuse intention of mobile instant messaging services and fill the gap in customer reuse intention of mobile instant messaging services literature.

Examining the Influencing Factors of Customer Loyalty in Mobile Payment: A Conceptual Model and Research Propositions

Along with the rapid advancement of mobile internet technology in recent years, the mobile payment industry has witnessed tremendous development and greatly changed people’s lives. The rapid development of mobile payment has attracted hundreds of participants who want to cut a slice of the cake, thus leading to unprecedented fierce competition. To ensure sustainability and success, mobile payment service providers need to find strategies to retain existing users and achieve customer loyalty. This research aims to examine the different factors that impact mobile payment users’ loyalty. This paper proposed a research framework by integrating two fundamental consumer behavior theories, the cognitive-affective-behavior (CAB) model and the theory of consumption values (TCV). Our study fills the knowledge gap in lacking post-adoption stage consumer behavior research in the mobile payment context. It is among the few studies that examine mobile payment customer loyalty from a multi-dimensional value perspective. A quantitative research method is designed and partial least squares structural equation modeling technique (PLS-SEM) will be adopted in the future data analysis stage to validate the developed framework. The expected findings of this study would unveil the factors that would best predict the loyalty of mobile payment users. These findings would enable mobile payment service providers to identify the specific consumption values that determine mobile payment users’ loyalty, thus guiding them to develop strategies to cultivate customer loyalty accordingly.

On the benefits of ex-post pricing for ride-pooling

Today’s digital ride-hailing systems experienced significant growth. In this context, ride-pooling promises more sustainable on-demand transportation by allowing customers with similar transportation requests to share a ride and, accordingly, a more efficient use of resources. In practice, mobility service providers that allow for ride-pooling offer customers an ex-ante fixed price regardless of whether the customers eventually share their rides. This can lead to lost profits for providers or to customers only participating in pooling because they gamble on a cheaper solitary ride, while an eventual pooling might decrease their utility. We study the implementation of an ex-post pricing (EPP) scheme for ride-pooling that accounts for individual customers’ pooling benefits. Within this mechanism, customers receive a maximum price-to-pay information up-front, which may decrease in the event of a profitable pooling. We study the benefit of this mechanism from a customer, fleet operator, and system perspective, and compare it to the existing ex-ante pricing (EAP) mechanism. We prove that it is individually rational and weakly dominant for a customer to participate in a pooling service with EPP, but not for a mechanism with EAP. We substantiate this analysis with complementary numerical studies, implementing a simulation environment based on real-world data that allows us to assess both mechanisms’ benefits. Our results allow to analyze the difference between EAP and EPP pricing from a holistic perspective, and thus to provide decision support for mobility service operators. We analyze in which cases an EPP mechanism Pareto dominates an EAP mechanism and show that an EPP mechanism is preferable from a mobility service provider perspective. Moreover, we show that EPP mechanisms can lead to a win-win situation for operators and customers while improving system performance and reducing emissions up to 32% compared to not pooling customers.

Factors Influencing Continuous Intention to Use Mobile Payment Platforms in Southeast, Nigeria

This study centers on the factors influencing the continuous intention to use mobile payment platforms in south-east, Nigeria. Although the extant literature is gorged with studies on mobile payment technology adoption behaviour, empirical investigations that examine the predictors of continuous use of mobile payment platforms in a typical developing economy with huge informalities is lacking and under-reported. The broad objective of this study is to empirically investigate the factors that influence the continuous use of mobile payment platforms in South-east, Nigeria. In order to achieve this objective, positivism was adopted as the research philosophy while the area of study comprised Enugu city, Awka, Umuahia, Abakaliki and Owerri. The study population comprised active users of mobile payment platforms. The sampling technique adopted was quota sampling and a sample size of 600 respondents was statistically determined using Bill Godden Formular. The research instrument was questionnaire; validity test of the instrument was done using face and content validity while the reliability test was conducted using Cronbach’s alpha coefficient. The hypothesized relationship was tested using Multiple Linear Regression. It was found out that effort expectancy, social influence, facilitating conditions, intrinsic motivation and prior experience were positively significant to continuous intention to use mobile payment platforms while performance expectancy and price value are not. It was concluded that when used for predicting continuous intention to use mobile payment platforms in the innovation marketing field, the unified theory of acceptance and use of technology should be extended to include variable such as prior experience. It was recommended that mobile payment service providers should design and develop incentives that will encourage frequent usage, they should use social media influencers among others.

FogLBS: Utilizing fog computing for providing mobile Location-Based Services to mobile customers

The growth of Location-Based Services (LBSs) has been made possible by the widespread use of GPS-enabled devices. Some important LBSs require the ability to quickly process moving spatial-keyword queries over moving objects, such as when a moving customer is looking for a nearby mobile fuel delivery service. While there have been solutions proposed for scenarios where either the queries or the objects being queried are moving, there is still a need for solutions that can handle scenarios where both are in motion. This research focuses on the application of fog computing to provide real-time processing of moving spatial-keyword queries for LBSs. Specifically, the research proposes a new model, FogLBS, designed to efficiently process moving continuous top-k spatial-keyword queries over moving objects in a directed streets network, with a particular emphasis on the use case of a mobile service provider. FogLBS computes queries’ answer sets for time intervals and incrementally updates them using novel optimization techniques and indexing structures. By implementing FogLBS in a fog computing architecture, the model is able to meet the real-time requirements of the service provider application and other similar LBSs. The results of extensive experiments demonstrate the effectiveness of the proposed model in terms of efficiency, scalability, and accuracy, making it a valuable contribution to the field of fog computing in LBSs.

Mobility-as-a-service transitions in China: Emerging policies, initiatives, platforms and MaaS implementation models

The concept of Mobility-as-a-Service (MaaS) is gaining increasing attention in both academic and policy discourses concerning the future of transport and mobility. The current understanding of the progress of MaaS is based on the handful of studies that have explored pilot initiatives carried out mainly in Europe and North America. In contrast, this paper extends the literature by exploring the evolution of MaaS in mainland China. It examines how the concept of MaaS emerged in China, identifies and maps on-going MaaS initiatives and platforms across Chinese cities, and investigates the most common approaches and models of MaaS delivery. The analysis reveals that while Chinese government policy has long discussed integrated transport, MaaS and related aspects, including ‘one-stop’ mobility services and ‘Chuixing Ji Fuwu’, which is the Chinese translation of Mobility-as-a-Service, have only appeared in recent times. At present, 41 Chinese cities are hosting ongoing MaaS initiatives and associated platforms. These are concentrated in the developed eastern regions, in cities with high political influence and larger populations. The geography of MaaS strongly reflects the prevailing digital divide in China, implying that deliberate policy choices are needed to avert widening transport and mobility inequalities in the age of MaaS. MaaS platforms currently only provide basic information and modal/service integration and are deployed either as bespoke applications or added to existing social media and navigation applications. Two main models of MaaS delivery were identified: public-controlled model that is predominant and centered primarily on integrating existing state-run public transport services, and partnership model that is emerging in cities such as Beijing to integrate more mobility services beyond conventional public transport. The complex landscape of actors associated with the emerging public–private partnership model presents new challenges for transport governance, especially in balancing an established tradition of strong public sector control over transport on the one hand, and the interests of the fledgling private sector mobility service providers on the other hand.

Multicriteria Decision Making for the Choice of the Global System for Mobile Telecommunication

When multiple conflicting criteria are available and must be considered, Multi-Criteria Decision Making (MCDM), a subfield of operations research, aids the decision maker in addressing the problem. The use of MCDM, a valuable and effective technique that may be applied in situations of certainty or uncertainty, makes it easier to integrate quantitative and qualitative assessments into scientific procedures. However, many Nigerians are found to retain more than one Subscriber Identity Module (SIM) in response to which of the network providers is best suited to meet their needs. This will help to minimize the number of SIM cards each person will carry, consequently reducing the cost of maintaining them. The aim of this study is to recognize and prioritize the most important mobile service provider criteria in the telecom industry in Borno State, Nigeria. Seven attributes were selected from the literature and customers. Questionnaires were systematically distributed, utilizing convenience and deliberate sampling, to 1200 customers. MTN and AIRTEL are the two most preferred service providers over the other operators within the competitive environment. It is advised that to increase their customer base, service providers in the research region enhance network connectivity, low call rates, and voice clarity.

From Weaving Loom Manufacturer to Mobility Service Provider

From Weaving Loom Manufacturer to Mobility Service Provider

Service Quality and Attitudinal Loyalty Preference towards Mobile Phone Service Providers

An examination of the contributing aspects that influence Indian customers' selection of the mobile cellular telecommunications service providers they would contract with was the subject of a research study. There is a wide range of variations in the customers' impressions of the transmission links, call service, facilities, pricing, customer service, and characteristics of the service providers. Research opportunities abound in the mobile phone industry. On the other hand, there have been very few studies with findings that have been published that have focused on the influence that the bundle of advantages included in mobile phone contracts has on customer choice. It would be of added value for this paper to investigate why and how mobile phone service providers design their offerings. Additionally, gaining an understanding of how customers choose the most advantageous combination of benefits available in a single mobile contract purchase would be of interest. To add more, it is essential to investigate how mobile phone service providers build mobile phone services and choose a set of advantages to target various market categories, paying careful attention to the relative relevance of each contract perk from the point of view of the clients. The main intentions of the Study are i) to investigate the use patterns of the subscribers in the research area, and to determine the variables that influence the choice of mobile phone service providers. The study has been conducted in Krishnagiri district, Tamil Nadu. The service quality of the mobile phone service providers among the mobile phone users in Krishnagiri district is studied during May 2022. The smartphone users are considered as sample respondents. The size of the sample population is unpredictable. Hence, the convenience sampling method is used to select the sample respondents. 300 sample respondents have been selected from the Krishnagiri district. The primary data were collected using an interview schedule. The data were analysed using SPSS and AMOS software. Chi-Square test, Friedman ranking technique and SEM were used.

Impact of Seating & Mobility Services for Individuals With Disabilities in El Salvador

Abstract Date Presented 04/20/2023 Recipients (N = 86) of seating and mobility services in El Salvador, provided by OTs using a short-term medical mission (STMM) model, reported a statistically significant (p < .001; d > 1) performance improvement in in-home and out-of-home occupations with a large effect size. In comparison with prior research related to the provision of seating and mobility services in low- and middle-income countries, the findings emphasize the importance of education and training. Primary Author and Speaker: Isaac Short Additional Authors and Speakers: Heather Y. Z. St. Peters Contributing Authors: Jonah Eckert, Natalie Grady, Holly Weber, Erin Mohr

Risk Management and Historical Bandwidth Markets in US Telecommunications

Over the past half century, telecommunications policy has shifted increasingly to use of markets to govern use of and access to broadband. Despite the rise of markets for spectrum licenses, robust markets for fixed line capacity have not kept pace. This is significant insofar as there has been a decades-long increase in demand for transmission capacity fueled by mobile and cloud service providers. We argue that part of the reason why the current bandwidth markets - the internet exchange markets - have yet to develop commodity market features whereby anyone can buy bandwidth for current or future use at any time is because of specific historical challenges in the implementation of markets for high-speed wireline connectivity. These previous missteps in creating bandwidth markets are instructive for understanding obstacles to bona fide commodity markets for bandwidth today as well as offer insight into the ways to overcome them as well as the benefits from doing so to address the wireless crunch.

PENGEMBANGAN MODEL UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY UNTUK PENGGUNAAN ADOPSI MOBILE PAYMENT

The retention of SMEs customers is of utmost importance for mobile payment service providers, particularly those who utilize mobile payments. Indonesia experienced a significant increase in the usage of mobile payment methods during the COVID-19 outbreak. Among the commonly utilized theoretical models in the Indonesian context of M-Payment payments, the Unified Theory of Acceptance and Use of Technology (UTAUT) model stands out. This proposed model is an expanded version of the UTAUT model, incorporating additional limited factors. It encompasses six variables that consider the diverse risks and costs perceived by users. The objective of this research is to analyze consumer behavior towards mobile payment systems using the UTAUT model and identify the determinants that consistently yield significant results. Data was successfully collected from 276 SMEs customers across various regions who utilize mobile payments through ShopeePay. The proposed model applies a minor segment structure using a regression seller model approach (SEM-PLS). The findings reveal that performance expectations, effort expectations, social influence, facilitation conditions, perceived risk, and perceived costs are the most influential predictors of users' intention to use the mobile payment system. Furthermore, behavioral intentions significantly influence actual usage behavior. The conclusion drawn from this research is that it enhances our understanding of the factors that determine the adoption of the mobile payment system, particularly in Indonesia.