Mobile Telecommunication Companies Research Articles

State Capacity and The Curtailment of Corrupt Practices by Mobile Telecommunication Company in Nigeria

State Capacity and The Curtailment of Corrupt Practices by Mobile Telecommunication Company in Nigeria

KMS Infrastructure for KM Practice in Two Mobile Telecommunication Companies in Namibia

Knowledge management system infrastructure is at the forefront of knowledge management practice. Knowledge must be identified, captured, and shared to improve KM practices; however, little is known about the successful implementation of KMS infrastructure by Namibian mobile telecommunications companies. This mixed-methods research study employed a convergent parallel design and parallel sampling techniques. Three hundred and nine online questionnaires were distributed to a representative sample, with a response rate of 57%. Computer software packages were used to analyse quantitative data quantitatively, and qualitative data from interviews with 11 participants and analysis of documents were analysed thematically. Findings showed that infrastructure, management support, and employee participation were necessary for a successful KMS infrastructure implementation for effective and efficient KM practices. The study provides MT companies with a foundational understanding of how the infrastructure for KMS is essential for effective and efficient KM practice.

The influence of business process outsourcing on the productivity of the mobile telecommunication companies

Economics of business and increased focus on operating efficiencies are leading mobile telecom service providers to outsource non-core business process elements, infrastructure systems, and customer service, although the trade-off on the influence of business process outsourcing (BPO) on the firm’s productivity is still inconclusive. Few empirical studies or research have been conducted to analyze the influence of BPO on the firm’s productivity levels in the mobile telecom operators of Southern African developing countries. This research tries to redress the existing knowledge gap and the limited body of literature by providing both descriptive and empirical evidence on the influence of BPO on the firm‘s productivity levels of mobile telecom operators. A structured closed-ended questionnaire was used to collect raw data from 210 employees. Descriptive and chi-square tests were conducted to establish the statistically significant relationship between business process outsourcing and the firm’s productivity levels. The results reflect a statistically significant relationship between the implementation of BPO and the firm’s productivity. The study has practical implications for service and industrial practitioners, managers, scholars, and government policymakers in that they can strategically plan their BPO practices and link those practices to the organizations' productivity performance. Further research can be conducted in other industries in order to do comparison studies confirming lessons gained across industries on the effect of BPO on a firm’s productivity levels.

Impact of person-job fit and person-organization fit on employee engagement: Moderating role of supervisor support

Purpose: This study aimed to examine the impact of two fit concepts, namely, person-job fit (P-J) and person-organization fit (P-O), on employee engagement while taking supervisor support as the moderating variable. Research Methodology: The relationships among constructs were analyzed using correlation, and the study hypotheses were tested using regression. All employees of different mobile telecommunication companies in Bangladesh comprised the study population. The sample size was 100, which was taken using the judgmental sampling technique. Primary data were collected from a field-level survey using a structured questionnaire. Results: The results revealed a positive association between employee engagement and person-job fit, while person-organization fit had a similar association with engagement. The impact of these variables on employee engagement ultimately affects turnover intentions. This study also revealed that the association between person-organization fit and employee engagement is positively moderated by supervisor support. Limitations: The study used a common non-probability sampling technique and a small sample size, which is a limitation. Contribution: The insights will help managers to ensure a match between the job and organizational requirements and those of employees. The study will also inspire future research to connect Field Theory and social exchange theory (SET) with different concepts in different country and industry contexts. Novelty: For the first time in the relevant field, the study simultaneously connected field theory and SET theory with P-J and P-O fit with employee engagement.

Understanding of the concept of knowledge management for knowledge management system implementation in two mobile telecommunication companies in Namibia

This study investigates the understanding of knowledge management (KM) for knowledge management systems (KMS) implementation for efficient KM practice in two mobile telecommunications (MT) companies in Namibia. Using a mixed-methods approach, the study employed convergent parallel design via parallel sampling techniques to gather insights. Three hundred and twenty-nine questionnaires were disseminated via online surveys using simple random sampling from 1,584 employees. The questionnaires returned were then accepted based on the comprehension of KM concepts for KMS implementation to introduce KM practice. Quantitative data was subjected to descriptive analysis using SPSS. Qualitative data underwent thematic analysis using Atlas TI. The findings of this study show that Namibia's two MT companies stand to gain significant advantages by implementing KM practices based on their understanding and implementation of KM. By enhancing their KM capabilities, these companies can leverage this organisational knowledge (OK) to drive innovation and adequately meet the demands of a fiercely competitive, knowledge-based society (KBS). This article is of significant value to KM scholars, professionals, decision-makers, and policymakers as an introductory guide to the comprehension of KM for KMS and how they can facilitate effective KM practices within Namibia.

Celebrity Expertise and Congruence on Consumer Purchase Intentions: Evidence by Nigerian Mobile Telecommunication Companies

Purpose: Celebrity endorsement is a marketing strategy firms have embraced to survive and fortify their market competitiveness. This study examined how celebrity expertise and congruence affect consumer purchase intentions in Nigerian telecommunications companies. Theoretical framework: The theory of planned behaviour describes all behaviour of individuals who possess the power to exercise self-restraint. The predictors of purchase intentions as submitted by this theory comprised attitudes; behavioural intention; subjective norms; and perceived behavioural control. Method: It adopted a survey research design. A proportionate stratified random sampling technique was employed in the research while a questionnaire was used to gather participant data. The instrument was validated while the reliability tests ranged between 0.654 and 0.795. A Partial Least Square (PLS) modelling was adopted to analyse data collected from the respondents. Findings: The findings showed that celebrity expertise and celebrity congruence all have a significant positive effect on consumers’ intention to purchase in the Nigerian mobile telecommunication operators in Lagos State, Nigeria. Research Implication: The managerial implication is that it will enhance inter-enterprise collaborations among telecommunications companies by working together with their ideas and skills to accomplish a desired task that is innovative in nature for the benefit of the companies. Originality/Value: This study is the first of its kind to deal with celebrity expertise and celebrity congruence on consumers’ intention to purchase in the Nigerian mobile telecommunication operators in Lagos State, Nigeria.

The Effect of E-CRM on Customer Delight “An Applied Study on Mobile Telecommunication Companies in Mansoura City”

The Effect of E-CRM on Customer Delight “An Applied Study on Mobile Telecommunication Companies in Mansoura City”

Drivers and risk of business process outsourcing in South African mobile telecommunication industry

Mobile telecommunications service providers outsource various activities like logistics, assembly operations, manufacturing and design. However, little research has been conducted in Southern Africa to establish the actual drivers triggering mobile telecommunication companies to implement business process outsourcing (BPO) and the risks associated with implementation. This research aims to redress the existing knowledge gap and the limited body of literature by conducting research to establish the drivers and risks of implementing BPO. A structured, closed-ended questionnaire collected raw data from 210 employees. Descriptive statistics were conducted to establish the drivers triggering mobile telecommunication companies to implement BPO. Overall, the results concluded that some of the key drivers of implementing BPO by the telecom operators are reduction in capital investment, thereby freeing up limited capital funds more available for core areas, and the company can have access to unique resources skills and talents. The results also indicated that the risks of BPO implementation include the potential loss of control over critical functions and the difficulty of ensuring service quality and consistency from the service provider. The results will help the corporate management to make decisions about outsourcing based on quantifiable results instead of managerial estimates. While the study confined itself to the mobile telecommunications companies, more research can be conducted in other South African industries, most notably banks and learning institutions that are also important BPO hubs worthy of further examination.

Service innovation practices and customer loyalty in the telecommunication industry.

The study sought to assess differences in innovation practices in the telecommunication industry, customer perception of service innovations, and how service innovation practices influence the loyalty of mobile subscribers. A quantitative research approach was adopted to study 250 samples from active subscribers of the leading mobile telecommunication companies in Ghana. Descriptive and regression analytical approaches were used to analyze the study's objectives. The result indicates service innovation practices significantly influence loyalty. Innovative service concepts, innovative service processes, and new technologies significantly influence customer loyalty with the latter having the strongest influence. The study contributes to the scanty literature on the mentioned subject within the Ghanaian context. Additionally, this study focused on the service sector. Despite the sector's contribution to the world's Gross Domestic Product (GDP), previous studies have largely focused on the manufacturing sector. Based on the findings, the study recommends that the management of MTN, Vodafone, and Airtel-Tigo in collaboration with R&D and Marketing departments must invest financial and cognitive resources to develop innovative technologies, processes, and services to address the service convenience, efficiency, and effectiveness needs of customers. The study further recommends that financial and cognitive investment should be based on market and consumer research, and customer interaction. This study recommends similar studies using qualitative research methods in other industries such as banking and insurance.

A Framework for Evaluating the Impact of Business Process Outsourcing on the Operational Performance of the Mobile Telecommunications Industry, South Africa

Mobile telecommunications service providers outsource a range of activities like logistics, assembly operations, manufacturing and design. However, little research has been conducted to empirically evaluate the impact of business process outsourcing (BPO) on the company's operational performance. This research tried to redress the existing knowledge gap and the limited body of literature by proposing a framework to evaluate the impact of BPO in the mobile telecommunications industry using cost and profitability as the underpinning quantitative performance measurements. A structured closed-ended questionnaire was used to collect raw data from 210 employees. Descriptive and chi-square tests were conducted to establish the statistically significant relationship between business process outsourcing and the operational performance of mobile telecommunications. The results reflected a statistically significant relationship between implementation of BPO and cost and profitability. The results will help the corporate management to make decisions of outsourcing based on quantifiable metrics instead of managerial estimates. While the study confined itself to the mobile telecommunications companies, more research can be conducted in other South African industries most notably banks, hospitals, car assembling and learning institutions that are also important BPO hubs worthy of further examination.

Knowledge Processing Capability and Business Sustainability of Mobile Telecommunication Firms in Kenya

Mobile telecommunication firms in Kenya operate in a dynamic and highly competitive business environment. This may be attributed to innovativeness, emerging technologies, and rapid changes in consumer consumption patterns. This has necessitated firms in this sector to develop strategies to remain competitive and sustainable. Therefore, this paper sought to assess Knowledge Processing Capability's influence on the sustainability of mobile telecommunication firms in Kenya. The study's variables were anchored on Knowledge-Based View (KBV) theory and adopted a descriptive, explanatory research design. The study targeted three mobile telecommunication firms with an accessible population of 1,177 employees. The study relied on stratified random sampling techniques to select 299 respondents. Primary data was obtained through a semi-structured questionnaire. Data were analysed by the use of descriptive and inferential statistics. The findings revealed a significant positive relationship between knowledge processing capability and sustainability of the mobile telecommunication companies in Kenya.

Corporate social responsibility, marketing capabilities and consumer behavioral responses

PurposeThe purpose of the study was to examine the effect of corporate social responsibility (CSR) and marketing capability on consumer behavioral responses in the mobile telecommunication industry in Ghana. Particularly, the study estimated the moderating effect of marketing capability on the relationship between CSR and consumer behavioral responses.Design/methodology/approachBoth customers and employees of three major mobile telecommunication companies were sampled for this work. A mixed linear regression technique was used to examine the relationship between corporate responsibility, marketing capability and customer behavioral responses.FindingsThe empirical results revealed that marketing capabilities moderate the relationship between CSR and consumer responses in the telecommunication industry.Research limitations/implicationsThe study proposes practical dimensions to the mobile telecommunication companies that the extensive development of strong marketing capabilities serves a conduit for CSR to achieve favorable consumer responses.Originality/valueThe results have opened up rather a limitation studies on the moderation role marketing capabilities in relationship between CSR and consumer behavioral responses in the telecommunication industry.

Corporate image as an enabler of customer retention

PurposeThis study aims to examine the extent of corporate image of mobile telecommunication company on service quality and price fairness, which subsequently play important roles in influencing customer satisfaction and loyalty.Design/methodology/approachA questionnaire was administered to subscribers of mobile service providers in Brunei. The proposed research model was tested using structural equation modeling to estimate the relationships between corporate image, service quality, price fairness, customer satisfaction and loyalty.FindingsThe results indicated that favorable corporate image positively affects network quality, customer support and price fairness, which, in turn, lead to formation of customer satisfaction and customer loyalty.Originality/valueThis study demonstrates the magnitude of corporate image as an enabler of market dominance, recognizing that superior corporate image can become a first mover advantage and competitive advantage, which explains the high customer retention of a mobile telecommunication company. The effects of corporate image as a first mover advantage have not been highlighted in the literature of first mover advantage of mobile telecommunication; therefore, this study provides a new insight in this study area.

Customer churn analysis using XGBoosted decision trees

Customer relationship management (CRM) is an important element in all forms of industry. This process involves ensuring that the customers of a business are satisfied with the product or services that they are paying for. Since most businesses collect and store large volumes of data about their customers; it is easy for the data analysts to use that data and perform predictive analysis. One aspect of this includes customer retention and customer churn. Customer churn is defined as the concept of understanding whether or not a customer of the company will stop using the product or service in future. In this paper a supervised machine learning algorithm has been implemented using Python to perform customer churn analysis on a given data-set of Telco, a mobile telecommunication company. This is achieved by building a decision tree model based on historical data provided by the company on the platform of Kaggle. This report also investigates the utility of extreme gradient boosting (XGBoost) library in the gradient boosting framework (XGB) of Python for its portable and flexible functionality which can be used to solve many data science related problems highly efficiently. The implementation result shows the accuracy is comparatively improved in XGBoost than other learning models.

Customer Retention: Behaviour Perspective Model of Ghanaian Telecommunication Industry Using Multinomial Regression Analysis

To stay competitive, the mobile telecommunication companies spend millions of Ghana cedi each year on building long-term relationships with their customers. Marketing managers are constantly challenged with the problem of where to channel the limited resources in order to retain existing customers. This study approaches the customer retention problem in the mobile phone sector from a behavioural perspective, applying the Behavioural Perspective Model as the main analytical framework and further exploits some other factors that influence customer retention. The model includes a set of pre-behaviour and post-behaviour factors to study consumer choice, and explains its relevant drivers in a viable and comprehensive way, grounded in radical behaviourism. Data for the analysis were collected from tertiary students from Accra and Takoradi. Data collected were analysed using the multinomial regression technique. Analysis of the data revealed that the Behaviour setting factor is the only significant element in Behaviour Perspective Model. Further exploitation of behaviour situation revealed that the number of networks a customer uses, previous experience of a customer and customer’s intention are significant factors in determining customer retention in Ghana’s mobile telecommunication industry.

The Effect of the Marketing Mix on Customer Purchase Decision in the Mobile Telecommunication Industry in Sub-Sahara Africa

This study determined the awareness of the marketing strategies of the mobile telecommunication companies; customers’ purchase decision of products and services provided by the mobile telecommunication companies, and finally the influence of customer awareness of marketing strategies on customer purchase decision. The study adopted a quantitative approach with 300 respondents. The study found that customers of the various mobile telecommunication companies had knowledge of the 7Ps marketing strategies of the mobile service providers. Furthermore, respondent’s intentions to patronize the services of their mobile networks were about the same for all customers. The study also found that customer awareness of the pricing strategy (r=.146, p=.011), product/service strategy (r=.120, p=.038), process strategy (r=.153, p=.008), and promotional strategies (r=.129, p=.025) all have significant positive correlation on customer intention to patronize the services of the telecommunication companies. However, customer awareness of the marketing strategy (marketing mix) played no significant role in predicting the decision of the customer to patronize the services of their mobile telecommunication companies.

Antecedents of customer loyalty in mobile telecommunication companies in Cameroon

The mobile telecommunication (telecom) sector has become the basic source of information nowadays, especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country.

The Semiology of Narrative Construction in Television Advertising to an Announce "God Will not Forget us" about the Covid-19 Pandemic for Zain Mobile Telecommunication Company

تحاول هذه الورقة البحثية ان تبين دلالة البناء السردي في الاعلان التلفزيونيوما يحمله من دلالات، واختار الباحثان الإعلان السنوي لشركة زين للاتصالاتلعام 2020 ، الذي سلط الضوء على أزمة جائحة كورونا العالمية، ونالت الفكرةاستحساناً واسعاً، كونه ركز على المعاناة التي يشهدها العالم، ولا سيما العاملينفي المجال الطبي والأمني، وتأثر العلاقات الأسرية. فضلاً عن التفاعل العالميالإيجابي مع الرسالة التي طرحتها الشركة في هذه الظروف الاستثنائية، فقد تخطىالإعلان الذي يستغرق 2.35 دقيقة ال 13 مليون مشاهدة في مدة قصيرة. ممادفعنا الى اختيار هذا الإعلان للوقوف على اهمية وحقيقة الدور المناط بإعلاناتالمسؤولية الاجتماعية للشركات الخدمية في مواجهة الاوبئة والامراض والتوعيةبها.

Modelling Students’ Preferences for Mobile Telecommunication Plans: A Discrete Choice Experiment

Aims: We employed a discrete choice experiment (DCE) to investigate students’ preferences for mobile telecommunication plans in a South African University.
 Study design: Locally optimal DCE were constructed for our choice sets using readily available ideas from blocked fractional factorial designs. This is in contrast to other approaches that may be more complex practically especially when the number of attributes is large.
 Place and duration of study: The study was conducted in August 2017 at the University of KwaZulu-Natal, Edgewood Campus, Pinetown, South Africa.
 Methodology: Four hypothetical mobile telecommunication companies were considered and the selected attributes were call rate, data speed, customer service, premiums and network coverage. A two-stage sampling technique was used to select 180 respondents from the student population and data were collected via face-to-face interview. A blocked fractional factorial design in blocks each of size four was used to generate the choice sets used to obtain information from the respondents. An extra choice set was included to ascertain the consistency of the choices. Proportion of rational respondents was computed. Multinomial logit model was used to analyze the data and marginal willingness to pay estimates was obtained for the attributes.
 Results: The proportion of “rational” respondents was 74%. At 0.1% level of significance, the students valued all the attributes except data speed in the process of choosing a particular mobile network. Furthermore, marginal willingness to pay estimates showed that students preferred to pay 51 cents more per minute to have very good customer service. They also preferred to pay extra 13 and 45 cents per minute for more premiums and better network coverage respectively.
 Conclusion: The results provide empirical evidence of what students perceive as the most important factors influencing their choice of mobile network service providers and these may have decision-making implications for South African-based telecommunication companies.

Antecedents of Customer Loyalty (CL) in the Mobile Telecommunication Companies in Cameroon

The mobile telecommunication (telecom) sector has become the basic source of information now-a-days especially in Cameroon. It is used to transfer and deliver information through voice, video, data, graphics, and more at perpetually increasing speeds. The quality of mobile services does not only impact the attraction of new customers but also to maintain the existing ones. The study uses relationship marketing theory and a quantitative and cross-sectional method with 200 respondents. Information was obtained from users of MTN and Orange mobile telecommunication networks. The analyses were done using SPSS version 20. Tangibility, reliability, and assurance dimensions of staff service quality showed a positive relationship with customer loyalty in mobile telecom companies in Cameroon. The findings also highlight the influence of service quality dimensions on customer loyalty in the mobile telecom companies of the country. This study complements to extant literature by examining the influence of the five service quality dimensions; tangibility, reliability, assurance, responsiveness, and empathy on consumer loyalty or retention in the mobile telecommunication companies in Cameroon.