Mobile Telecommunication Companies Research Articles

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.

An analytics model for TelecoVAS customers\u2019 basket clustering using ensemble learning approach

Value-Added Services at a Mobile Telecommunication company provide customers with a variety of services. Value-added services generate significant revenue annually for telecommunication companies. Providing solutions that can provide customers of a telecommunication company with relevant and engaging services has become a major challenge in this field. Numerous methods have been proposed so far to analyze customer basket and provide related services. Although these methods have many applications, they still face difficulties in improving the accuracy of bids. This paper combines the X-Means algorithm, the ensemble learning system, and the N-List structure to analyze the customer portfolio of a mobile telecommunication company and provide value-added services. The X-Means algorithm is used to determine the optimal number of clusters and clustering of customers in a mobile telecommunication company. The ensemble learning algorithm is also used to assign categories to new Elder customers, and finally to the N-List structure for customer basket analysis. By simulating the proposed method and comparing it with other methods including KNN, SVM, and deep neural networks, the accuracy improved to about 7%.

Exploring the Impact of Emotional and Spiritual Intelligence on Job Satisfaction and Turnover Intention

Purpose- Several critical factors contribute to employees' satisfaction or an attempt to stay with an organization. This paper aimed to explore the impact of emotional and spiritual intelligence on job satisfaction and turnover intention among employees in the telecommunication companies in Ghana. Design/Methodology- A cross-section research design approach was adopted. A questionnaire was used to gather data from employees in MTN, Vodafone, and Airtel-Tigo in the Kumasi Metropolis Ghana through a simple random sampling approach. Statistical Package for Social Sciences (version 26) was to process data into tables and figures to help us undertake the descriptive, correlation, and multiple regression analysis. Findings- The study results indicate that emotional intelligence positively influences the job satisfaction and turnover intentions of employees. Spiritual Intelligence was found to influence job satisfaction positively but had a negative impact on the turnover intention of employees in mobile telecommunication companies. Practical Implications- The findings highlight the relevance of emotional and spiritual intelligence in promoting job satisfaction and turnover intention relative to emotional intelligence specifically. Furthermore, it would aid organizations in the sector with a huge workforce and large customer base to critically assess issues relating to emotional and spiritual intelligence to enhance job satisfaction and minimize the intent to leave the organization.

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.

Role of Event Marketing in Developing Brand Trust and Brand Loyalty: With Special Reference to the Mobile Telecommunication Industry in Sri Lanka

Event marketing appears to be an innovative technique used by mobile telecommunication companies in order to influence their customers towards a brand relationship. Evidence from literature revealed that the impact of event marketing in creating consumer brand trust and brand loyalty is inconclusive. Further, the relationship between brand trust and brand loyalty is influenced by consumer gender and brand commitment. Thus, the purpose of this study is to identify the significance of event marketing on creating consumer brand trust and brand loyalty with a varied impact by consumer brand commitment and gender in the Mobile Telecommunication industry of Sri Lanka. The study adopted a survey method in order to collect data. The study collected data from three hundred and forty-three (343) respondent using a self-administrative questioner. The relationship between event marketing and brand loyalty was significant and the study identified that event marketing could result in creating both brand trust and brand loyalty. Further, brand trust partially mediates the impact of event marketing on brand loyalty. Moreover, the study supported moderating effect of consumer gender and brand commitment on the relationship between brand trust and brand loyalty. The study reveals the importance of event marketing in creating brand trust and brand loyalty of mobile customers, and the need of taking gender composition and brand commitment among their consumers in such attempts. The research findings contribute to the relationship marketing literature by providing new insights into event marketing-on of the relationship marketing tools.

Relational capital, service quality and organizational performance in the Egyptian telecommunication sector

PurposeThe purpose of this paper is to empirically investigate the mediating effect of service quality (SQ) in the relationship between relational capital (RC) and organizational performance (OP) within the Egyptian mobile telecommunication setting.Design/methodology/approachA valid research instrument was utilized to conduct a survey of 384 top- middle- and supervisory- level managers from three Egyptian mobile telecommunications companies. The hypothesized direct relationships were tested through multiple linear regression, and the mediating effect was tested using a structural equation modeling technique.FindingsThe results revealed that the firm's “customer and supplier relations” and “marketing capability” positively affect both OP and SQ, “customer knowledge” positively affects SQ only, while “strategic alliances, licensing and agreements” do not have an association with SQ or OP. Moreover, SQ was found fully mediating the effect of RC on OP.Research limitations/implicationsThis is an empirical research applied in the Egyptian telecommunication setting. Its results need further investigation in other settings and countries. Also, traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects.Practical implicationsThe optimal procedure for the Egyptian telecommunications companies is to focus their efforts on leveraging all four components of RC in order to improve SQ and consequently enhance their OP. The telecommunications companies must do all they can to connect the unconnected. As the current COVID-19 pandemic crisis has shown, connectivity is a public good.Originality/valueThis is the first research that merges the concepts of RC, SQ and OP in an integrated model, and tests this model empirically in the Egyptian mobile telecommunications setting.

Valuation of the Hamrah-e-Aval brand based on brand valuation models using Topsis multi-criteria decision-making model

By offering the possibility of accepting the financial value of the brand as a bank guarantee, especially for industries that need constant investment and financing strategies, clear brand value is an advantage in obtaining facilities. The communication industry is among these industries and for this reason, estimation of brand financial value is very important in this industry. Therefore, this study aimed to find a suitable brand financial valuation model using the Topsis method in the mobile phone industry and determine the financial value of the brand of Mobile Telecommunication Company of Iran or Hamrah-e-Aval. This study is an applied and descriptive-survey research. Necessary financial information was collected from the Tehran Stock Exchange, the Company’s financial experts, and related questionnaires. The valuation model was selected using the Topsis method and two models of Intangible Business and Brand Finance were used for the brand valuation of Hamrah-e-Aval. The findings indicate that the difference in values of these models is because of structural differences and each model’s estimations process, and the results are valid. The results of the research’s main model (Intangible Business) indicate that about 78.1% of the stock value (market value) in this company is related to its brand.

Intellectual capital and service quality within the mobile telecommunications sector of Egypt

PurposeThe purpose of this paper is to empirically investigate the relationship between intellectual capital (IC) (i.e. human capital, structural capital, relational capital) and service quality (SQ) within the Egyptian mobile telecommunications setting.Design/methodology/approachA valid research instrument was utilized to conduct a survey of 384 top- middle- and supervisory level managers from three Egyptian mobile telecommunications companies.FindingsHypotheses related to the relationship of human, structural and relational capital and their influence on SQ were tested. Results show that Egyptian mobile telecommunications companies have mostly emphasized the use of structural capital to boost their SQ.Research limitations/implicationsThis is an empirical research applied in the Egyptian telecommunications setting. Its relationships need further investigation in other settings and countries. Also, the traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects.Practical implicationsThe optimal procedure for the Egyptian mobile telecommunications companies is to focus their efforts on managing all three components of IC in order to improve their SQ and performance.Originality/valueThis is one of the very few researches to study the relationship between intellectual capital and service quality and the first to investigate these relationships in the Arab Region within the mobile telecommunications setting.

Decision support based on optimized data mining techniques: Application to mobile telecommunication companies

SummaryOne of the most important challenges of African countries is the effective use of information and communication technologies and its generalization in the different sectors (education, economic, political, and so on). This will have a great impact on different aspects of society and economic activities by making everyday procedures easier and more efficient. In this same context, we are interested in this article by the proposition of a decision support framework based on the use of data mining (DM) techniques. Using DM in e‐government is the process of translating data to appropriate knowledge which can be useful for decision‐making. We propose a framework whose goal is the generation of association rules (ARs) for better decision‐making. This framework includes two approaches: (1) the first approach applies different DM algorithms and (2) the second approach optimizes the first one by considering two different metaheuristics: the Genetic algorithm and the Cuckoo search algorithm. A new relevance measure called “Weighted Dominance” has been considered to evaluate the quality of the generated ARs. Extensive experiments have been conducted using different datasets. The results obtained demonstrated the effectiveness of combining DM and optimization algorithms compared to the first approach. Finally, a case study related to an Algerian mobile phone company has been presented illustrating the use of our framework in the decision‐making process.

COVID-19 and Autism Research: Perspectives from Around the Globe.

COVID-19 and Autism Research: Perspectives from Around the Globe.

A six-dimensional model for supply chain sustainability risk analysis in telecommunication networks: a case study

PurposeThe main purpose of the present study was to improve and develop previously proposed models for Iran telecommunication networks. It should be noted that the six-dimensional (6D) sustainability model used in this study will be a useful and comprehensive model for industries. Since, the new dimension of IT along with the five well-known economic, social, environmental, technical and institutional aspects of organizations is considered to have great impacts on supply chain sustainability; the proposed framework can be practical.Design/methodology/approachAccording to the related literature review, there are two research streams in supply chain management. The first stream is exploratory research, seeking out conceptual discussions in this area. The second one is associated with mathematical models and techniques, aiming to set decision-making rules in this regard (Agrell et al., 2004). In this study, evaluation was performed using the FMEA method as an analytical technique based on the principle of pre-occurrence prevention to identify potential failure factors in sensitive systems (Mohammadfam and Kianfari, 2008).FindingsAfter identifying the risks and causes of the incidence and effects and consequences of risks, preventive and risk control measures and advisory strategies were presented. Customers with 45.76% share in critical risks are threatening to maintain supply chain in these companies. During this study, it was found that 33.9% of the main source of supply chain critical risks was customers, constituting 45.76% of such risks, accompanied by organization, having a 38.88% share of critical risk generation. The study findings also revealed that 33.9% of critical risks were mainly (equally) related to economic and technical aspects of supply chain sustainability in telecommunication networks. Moreover, as a newly-introduced sixth dimension, IT represented 10.17% of critical risks threatening supply chain sustainability in such networks. Critical risks are mainly related to the economic and technical aspects (equally) with the sustainability of the telecommunication networks supply chain. Also, as a new finding and the sixth dimension, 10.17% of the critical risks that threaten the sustainability of the telecommunication networks supply chain have the information technology dimension.Originality/valueThe internet and fixed and mobile data services are provided by several private companies in Iran, which are relatively similar in terms of their supply chains. In order to manage the sustainability of Iran's telecommunication supply chain, telecommunication networks affiliated to Iran Telecommunication Company (ITC), operating in the field of data and internet services and fixed telephone were selected in 31 provinces. The intended networks were also providing an important part of the country's needs including Mobile Telecommunication Company of Iran, a subsidiary of Iran's telecommunication networks, as one of the top companies in this industry. Accordingly, all the networks studied in this study needed to be identified with regard to communication sustainability risks, since they provide management solutions to each other by segregating risks. In this study, 68 managers and 72 experts participated in different work teams of telecommunication networks.

Effect Of System Quality and Information Quality on Crisis Management - An Empirical Study on Jordanian Mobile Telecommunications Companies.

This study attempts to identify the impact of system quality and information quality on crisis management in Jordanian mobile telecommunication companies. A survey method was applied through a questionnaire. Zain, Orange and Umniah are Jordanian mobile telecommunications companies that are working in the Hashemite Kingdom of Jordan. A sample of 80 managers participated in this study. The data was analyzed by a descriptive statistics method using the statistical package of social sciences (SPSS). The results showed a strong statistical significant effect of system quality and information quality on crisis management in the targeted telecommunication companies. The study concluded that 85.3 % of the variation in crisis management are explained by both (system quality & information quality) This is an high percentage which illustrates the importance of (system quality & information quality) and their impact on crisis management. The study recommends paying more attention and focus on studying the different factors of quality measurement in information systems and their impact on crisis management. Keyword: System Quality, Information Quality, Crisis management DOI : 10.7176/EJBM/12-1-07 Publication date: January 31 st 2020

Effect of Strategic Quality Management Practices on Organizational Performance of Mobile Telecommunications Companies in Rwanda: A Case of MTN Rwanda

This research sought to examine effect of strategic quality management practices on organizational performance of mobile telecommunication companies in Rwanda using MTN Rwanda as a case study. Specifically, the research sought to: examine effect of client focus in line with the firm's performance of the telecommunications organizations within Rwanda, examine the continuous improvement on organizational performance in telecommunications firms in Rwanda, examine top management commitment in the telecommunications firms in Rwanda and to analyze effect of ISO 9000 Practices with respect to the mobile telecommunications companies' performance in Rwanda. This research adopted a descriptive design. The target population of 150 was stratified into three strata: top management staff, middle management staff, and low-level management staff. Stratified sampling technique was used to reach to the entire population of the study. Stratified random sampling method brought out the aspect of accuracy and reliability to this study, because, each and every individual participated to this study. The study used both primary and secondary data collection methods. The researcher administered the questionnaire to each respondent. Quantitative data was collected and analyzed using SPSS and presented through percentage, mean, frequencies. Pearson correlation was used to assess if the relationship between the independent variables, and dependent variable which is organizational performance, was significant or not. From the findings all activities show that customer focus practices have been adopted in MTN Rwanda at large extent. All activities show that top management commitment practices have been adopted in the respective organizations at large extent. It was established that Quality management was embraced in the vision of the company to a large extent as shown by a mean of 4.02. All activities show that ISO 9000 practices have been adopted in the respective organizations at large extent with the mean ranging from 3.61 to 3.92. Therefore, this study recommends that telecommunication companies in Rwanda should consider adopting and implementing other quality management practices for example ISO 9000 and compares the benefits and the challenges of these quality management practices. This will provide a better platform of choosing the quality management practices that lead to improved organizational performance. The study also recommends that telecommunication companies in Rwanda need to level with the standards of highly successful firms globally in order to find out the quality management practices that the firms use in enhancing competitiveness. This will shed more light on the best quality management practices to adapt to increase organizational performance.

Employee Innovation Process: An Integrative Model

Enormous research has focused on investigating innovation process in organisations but only a few are devoted to employee innovation process, thus limiting our understanding of how to organise, foster and successfully manage employee innovation process in organisation. Drawing from the literature, this study extends the two-phase model of innovation process comprising creativity and innovation by proposing a three-phase employee innovation process model that integrates innovation adoption. Using stratified sampling technique and structured questionnaires, data were collected from 430 middle managers of four mobile telecommunication companies in Nigeria. Results of the regression and path analyses to test the hypotheses and model fit support a revised three-phase employee innovation process model showing that employee creativity has direct causal effect on employee innovation and employee innovation adoption, and employee innovation has direct causal effect on employee innovation adoption. Dispositional factors have stronger direct causal effect on employee creativity than contextual factors and contextual factors have stronger direct causal effects on employee innovation than dispositional factors. Both dispositional and contextual factors have similar direct causal effects on employee innovation adoption, though dispositional factors have a stronger causal effects. The study has provided new, empirically based insights into the study of innovation process from employee unit of analysis by extending the innovation process with adoption as a phase concluding the innovation process. Implications for theory and practice are discussed.

The Impact of Employee Happiness on Organizational Citizenship Behavior: A Study of Executive Level Employees in Selected Mobile Telecommunication Companies

At present, employees are not only concern about the pay which they receive for their work but also, the work environments, relationship with the supervisors and coworkers, expecting self-respect and ownership of one’s own work. Thus, the employees expect from employers to accommodate them with long term, continuous happiness at work. Therefore, employers focus on maintaining sustainable workforce through promoting employee happiness, which ultimately leads to build high levels of organizational citizenship behaviour. The main purpose this study was to identify the impact of employee happiness on organizational citizenship behaviour with special reference to the executive level employees in selected leading mobile telecommunication companies. Standard questionnaire was used to collect the primary data from 153 executive level employees using simple random sampling technique. Research includes the dimensions of employee happiness according to the Fisher’s conceptualization of happiness and how each dimension links to create organizational citizenship behaviour in employees, which ultimately used to build a relationship between employee happiness and organizational citizenship behaviour. Further, study tested results obtained from frequencies, mean analysis and correlation analysis revealed that there is a positive strong relationship between the employee happiness and organizational citizenship behaviour. Thus, the research further analyzed the impact of the two variables and results depicted that there is a significant impact of employee happiness on organizational citizenship behaviour.

Challenges of Business Investment in Somalia: The Case of Mobile Telecommunication, Banks and Remittance Companies

The purpose of this paper is to investigate business challenges in Somalia during the period of conflicts. This paper was conducted with qualitative research using semi-structural interview with management and employee of major business companies in service sector particularly mobile telecommunications, commercial banks and remittance companies, the sector was selector its early business revival market in period of the violent. Small Business transactions has been the source of survival of many families at the absence of central government, security and stability over the country, remittance or money transfer Agencies contributed the improvement business endeavor with money transfer from Somali diaspora in outside the country, it also helped business connections between regions and cities. Business increased with the raise of commercial banks. Keywords: Remittance, Commercial Banks, Violent environment DOI : 10.7176/EJBM/11-18-15 Publication date :June 30 th 2019