Mobile Telecommunication Sector Research Articles

An empirical study of impact of customer retention policies on users followed by telecom companies

The objective of this study was to examine the effects of customer retention policies followed by various telecom companies in India. In the modern day, rivalry exists throughout each industry or subject. Therefore, the company must preserve its positive reputation. In light of something similar, the company consistently seeks to draw or keep customers to its identity and offerings by stepping up marketing operations that directly or indirectly impact its development and advancement in a cutthroat industry. For the analysis, the study surveyed 200 telecom customers, including mobile operators and DTHs, to determine their views regarding consumer retention policies and set some parameters against which the survey was conducted.The study revealed that the policy of minimizing attrition affects customer retention in the mobile telecom sector. All these strategies help organizations retain existing consumers and attract potential consumers in one way. This study elaborates the conceptual background and definitions of customer retention, importance, key determinants and strategies for consumer retention and examines the effect and role of consumer retention in telecommunication and the scope of consumer retention in the telecom sector.

Application of SERVQUAL Model to Gauge Relationship between Service Commitment, Trust, and Price Fairness to Customers Loyalty: Empirical Evidence of Telecommunication Users in Nepal

Background: The service sector, a significant contributor to global GDP, is increasingly focused on innovation, particularly in the telecom industry. Despite its importance, research on how service commitment, service trust, and price fairness affect customer loyalty within Nepal’s telecommunications sector remains limited. Objective: This study aims to investigate the impact of service commitment, service trust, and price fairness on customer loyalty in the mobile telecom sector in Kathmandu Valley. It seeks to apply the SERVQUAL model to assess how these factors influence customer retention and satisfaction. Method: An explanatory research design was employed using a quantitative approach. Data were collected through a structured questionnaire from 404 telecom users selected via purposive sampling. The analysis was conducted using structural equation modeling (SEM) with confirmatory factor analysis and path analysis, employing software tools such as KOBO Toolbox and AMOS to examine the relationships among variables. Result: The findings indicate that service commitment, service trust, and price fairness significantly impact customer loyalty. Service trust and price fairness were found to have a positive and significant effect on loyalty, with price fairness exhibiting a partial mediating role between service commitment and customer loyalty. The study also highlights that telecom firms’ ability to enhance customer satisfaction is closely linked to their service innovation and commitment. Conclusion: The research underscores the importance of service commitment, trust, and price fairness in fostering customer loyalty within Nepal’s telecom sector. Telecom service providers are encouraged to focus on these areas to improve service quality and customer retention. The study offers valuable insights for enhancing customer satisfaction and achieving long-term loyalty in the telecommunications industry. Paper Types: Research Paper Keywords: Telecommunication Service; Commitment; Service Trust; Price Fairness; Customer Loyalty; SERVQUAL model; Structure Equation Model. JEL Classification: D12, L86, L96, M31

Mobile (wireless) telecommunication sector: an Indian perspective and PESTLE analysis

Mobile (wireless) telecommunication sector: an Indian perspective and PESTLE analysis

Service System Innovation and Competitiveness In an Emerging Market: The Moderating Role of Managerial Competencies

This study empirically examines the correlation between service system innovation and competitiveness in Nigeria, an emerging market, by focusing on the country’s mobile telecommunications sector. The moderating effect of managerial competencies was also tested. Due to the contribution of the telecommunications sector to the economic well-being of Nigeria and the world’s economy at large, the sector witnesses a high level of competition among its players, resulting in unsustainable price wars, negatively impacting the telecommunication firms and their ability to invest in service improvements. Thus, there is a need for a study into the factors affecting competitiveness in the telecommunications sector. A cross sectional survey was used because the study explored the relationships between service system innovation, managerial competencies and competitiveness. The study used a survey instrument, which was sent to 450 respondents using Google Forms, out of which 230 responded. The 230 returned copies represented a 51.1 percent return rate, which satisfied the minimum required return rate for a cross sectional study. The study’s hypotheses were tested using the partial least squares structural equation model (PLS-SEM). The finding revealed that service system innovation (idea development, service development and commercialization) enhances the competitiveness of mobile telecommunication firms. Thus, an increase in idea development, service development and commercialization is essential for a competitive advantage. Also, managerial competencies were found to significantly moderate the relationship between service system innovation and competitiveness. The study provides a new insight into how service system innovation affects the competitiveness of telecommunications companies, particularly in emerging markets, with Nigeria as the focal point. It also shows the role managerial competencies play in the telecommunications sector. This study offers proof of the traits of service system innovation, managerial competencies, and competitiveness in the telecommunications sector. It also developed and tested a scale for measuring these variables, which future studies could adopt.

Being Fair to Customers: A Strategy in Enhancing Customer Engagement and Loyalty in the Bangladeshi Mobile Telecommunication Industry

The mobile telecommunications sector in Bangladesh is extremely competitive, necessitating a sophisticated comprehension of the complex interplay among fairness, trust, engagement, and loyalty. This study examines the trends in this industry using a quantitative methodology and 150 participants. The study focuses on how consumer behaviour, loyalty, and the chance of switching service providers are affected by perceived fairness. It also explores representations of demographics, length of customer relationships, and differing opinions on cost, remuneration, and dispute resolution processes. The results underscore the tactical benefit of equitable treatment in shaping consumer behaviour, allegiance, and contentment. The study underscores the significance of suppliers customising their approaches to appeal to a wide range of demographic groups, addressing issues regarding equity, and enlisting happy customers as brand ambassadors. It also highlights the industry’s ongoing requirement for evaluation and flexible loyalty-building tactics in a market that is changing quickly. In the face of fierce competition, the study offers mobile service providers in Bangladesh useful information on how to cultivate long-lasting relationships with their customers. It is understood that there are restrictions on extrapolating results to other industries, that the sample procedure may induce biases, and that qualitative insights are necessary. Prospective investigations into certain fairness features, cross-industry comparisons, qualitative approaches, and longitudinal studies are some ideas for future research. When taken as a whole, these channels have the ability to further our comprehension of the dynamics of justice, trust, engagement, and loyalty while cultivating customised approaches for long-term client relationships in the mobile telecom industry.

EXPLORING THE IMPACT OF TRUST ON CUSTOMER LOYALTY IN THE TELECOMMUNICATION INDUSTRY

This study explores the impact of brand experience, service quality, customer satisfaction, and trust on customer loyalty within the mobile telecommunications sector in Batam City. The participants of this research were residents of Batam who utilized cellular telecommunications services. Data was collected through an online questionnaire via Google Forms, targeting 300 respondents who were customers of mobile telecommunications services. The data analysis revealed several key findings: 1. A significant positive relationship exists between brand experience and customer loyalty. 2. Service quality is strongly linked to customer satisfaction. 3. There is a notable connection between brand experience and customer trust. 4. Customer satisfaction significantly influences customer loyalty.5. Service quality indirectly affects customer loyalty through customer satisfaction. 6. Interestingly, the study found no direct significant relationship between trust and loyalty, nor between brand experience and loyalty when mediated by trust. These results suggest that while brand experience, trust, and customer satisfaction are important factors influencing loyalty, trust does not directly contribute to building customer loyalty, nor does brand experience impact loyalty through trust. Moreover, maintaining high service quality is emphasized as a fundamental requirement for telecommunications service providers. This research provides valuable insights into the dynamics of customer loyalty in the mobile telecommunications context, offering practical implications for businesses in this industry aiming to enhance their customer retention strategies.

Brand Image and Consumer Decision Making in the Mobile Telecommunication Sector, Case Study of Tecno Mobile Ltd, Rwanda

Brand Image and Consumer Decision Making in the Mobile Telecommunication Sector, Case Study of Tecno Mobile Ltd, Rwanda

Customer Perceptions on E-service Quality and Customer Loyalty in Botswana Telecommunications Sector

The study examined the effect of electronic service quality on customer loyalty with specific reference to the telecommunications sector of Botswana. In this context, the study focused on the players in the mobile telecommunications sector of Botswana, that is, BTC, Mascom and Orange Botswana. The study adopted a quantitative survey that was guided by the positivist research philosophy. The study sample comprised of 450 subscribers of mobile telecommunication services in Botswana who took part in an online survey undertaken through a structured questionnaire. The analysis of research data was done using the Statistical Package for Social Sciences in which multiple linear regression analysis was adopted as the method of data analysis. The study found that the efficiency of e-services had a significant positive effect on customer loyalty of mobile telecommunication service subscribers in Botswana (β = 0.751, p = 0.000<0.05). It was also found that there existed a significant direct relationship between fulfilment and customer loyalty of mobile telecommunication service subscribers in Botswana (R = 0.519, p = 0.000<0.05). The study further found that there existed a significant positive relationship between service availability and customer loyalty of mobile telecommunication service subscribers in Botswana (β = 0.638, p = 0.000<0.05). The study concluded that efficiency, fulfilment, and service availability had a significant positive effect in customer loyalty in the telecommunications sector of Botswana. The study recommended the improvement of service efficiency; mitigating regular transaction timeouts; enhancing customer knowledge management and customer relationship management; undertaking of gap analysis and conducting of quality circles. Keywords: Customer loyalty, Customer satisfaction, Electronic Service Quality, Efficiency, Fulfilment, service availability.

MOTIVATION OF EMPLOYEES IN THE PUBLIC SECTOR THROUGH ORGANIZATIONAL COMMUNICATION CASE STUDY: VALA MOBILE COMPANY, KOSOVO

The aim of this study is to reveal the role of internal organizational communication in motivating employees in public service organizations. Data were collected from 249 surveyed employees, in the mobile telecommunications sector in Kosovo, specifically in the Vala mobile company. The collected data was analyzed by using the SPSS system. The study found that information sharing had the greatest effect on employee motivation, followed by employee involvement in decision-making. This paper can be useful for managers and heads to create an organizational culture that promotes both motivation and performance. This paper is unique as it examines the links between organizational communication, motivation, and performance.

Business Strategies and Firm Profitability of Selected Mobile Operating Firms in Nigeria

Purpose: Firms economic and financial growth are the major goals of organizations across the globe to beat competition and survive in the unfriendly business environment. However, despite the positive impact of the mobile telecommunication sector to social and economic development, the mobile operating firms are plagued with challenges militating against the expected growth rate. This is evident in decline in market growth, dwindling profitability and decline in productivity. This study examined business strategies and firm profitability of mobile operating firms in Nigeria.
 Methodology: The study adopted survey research design. The population of the study was 436 management staff of the selected mobile operating firms in Nigeria. The enumeration sampling method was used. A structured adapted and validated questionnaire was administered. Cronbach’s alpha reliability coefficients for the constructs ranged from 0.71- 0.79. The response rate was 83.3%. Data were analyzed using descriptive and inferential (multiple regression) statistics.
 Findings: The study revealed business strategies have significant effect on profitability (Adj. R2 = 0.469; F (4, 358) = 81.082, P < 0.05). The study concluded that business strategies (cost leadership, product differentiation, product leadership and service delivery) influenced market growth, firm profitability and productivity of selected mobile operating firms in Nigeria.
 Recommendation: The study recommended that for mobile operator’s companies to achieve targeted profitability, business strategies measures such as cost leadership, product differentiation, product leadership and service delivery should be given high level of priority.

The Effect of Corporate Social Responsibility on Customer Trust and Loyalty

The concept of Corporate Social Responsibility (CSR) has been the subject of various studies in recent decades. The purpose of this research was to study the Corporate Social Responsibility of companies, in combination with customers’ perspectives, in terms of their trends regarding their trust and loyalty. In this study, the business sector of the Greek mobile telecommunications’ companies was selected, where research on issues related to CSR is not considered extensive, to analyze customers’ attitudes towards a company that emphasizes its social responsibility. To complete the theoretical framework, questionnaires were collected to empirically investigate correlations and highlight, ultimately, the importance of having socially responsible companies in the mobile telecommunications sector in Greece. The present research proved that both at the bibliographic and practical level, successful companies are the ones that are concerned not only with increasing their sales and profitability, but also with enhancing and emphasizing their social impact and returning value to society.

The Impact of Intellectual capital on Organizational performance in Egyptian Mobile Telecommunications Sector

The Impact of Intellectual capital on Organizational performance in Egyptian Mobile Telecommunications Sector

Ostracism and Knowledge Hiding: Sequential Mediation of Efficacy Needs and Psychological Distress

Drawing on the conservation of resources theory and need-threat model, this study analyses the mediating role of efficacy needs and psychological distress on the relationship between workplace ostracism and knowledge-hiding behaviour of employees. Time-lagged data were collected from 225 employees working in the mobile telecommunication sector through online survey instruments prepared in light of past literature. SPSS23 and SmartPLS3 were used to analyse the data. The results obtained confirm the initial hypothesis that there exists a positive relationship between workplace ostracism and knowledge hiding. Furthermore, the results also established the sequential mediating roles of efficacy needs and psychological distress between workplace ostracism and knowledge-hiding behaviour of employees. This study adds to the literature suggesting that workplace ostracism represents a real threat to companies that aim to foster knowledge-sharing behaviours. Moreover, it reveals that efficacy needs and psychological distress are two underlying mechanisms behind the baseline relationship.

Uncovering Roles of Core and Complementary Technologies in Controlling Open Technology Platforms

Controlling an open technology platform (OTP) of a shared standard helps firms to secure competitive advantage under consensus-based collaborative standardization. Technical specifications and related patenting are said to help firms control shared OTPs, but they can cause technology spillovers to other firms. This study investigates how firms in the mobile telecommunication sector shape capabilities to control the shared OTP by accumulating knowledge. It examines citations for standard and non-standard essential patents for core and complementary technologies. It is presumed that firms nurture and secure internal core platform technologies, but our results show that the citation of complementary peripheral technologies, rather than core ones, tends to contribute to controlling the OTP in terms of the citation received by other firms. Besides lead firms are more likely to exploit core technologies from other firms while increasing the self-citations of complementary peripheral technologies. Findings indicate that firms’ knowledge to control OTPs is shaped through internally and externally derived core and complementary technologies. These findings expand the debate surrounding the disclosure of technology platforms shared by multiple-firms.

The impact of organizational ostracism on knowledge hiding: analysing the sequential mediating role of efficacy needs and psychological distress

PurposeDrawing on the conservation of resources theory and need-threat model, this study aims to analyse the mediating role of efficacy needs (EN) and psychological distress (PD) on the relationship between workplace ostracism (WO) and knowledge hiding (KH) behaviour of employees.Design/methodology/approachTime-lagged data were collected from 225 employees working in the mobile telecommunication sector through online survey instruments prepared in light of past literature. SmartPLS3 was used to analyse the data.FindingsThe results obtained confirm the initial hypothesis that there exists a positive relationship between WO and KH. Furthermore, the results also established the sequential mediating roles of EN and PD between WO and KH behaviour of employees.Originality/valueThis study adds to the literature suggesting that WO represents a real threat to companies that aim to foster knowledge-sharing behaviours. Moreover, it reveals that EN and PD are two underlying mechanisms behind the baseline relationship.

Determinants of Customer Loyalty in the Mobile Telecommunications Sector

The Sri Lanka Journal of Management (SLJMS) is an international, peer-reviewed journal which is published by the Faculty of Management Studies, The Open University of Sri Lanka with high quality, and original research contributions to management knowledge.

The tax burden on mobile network operators in Africa

We estimate the tax burden on the mobile telecommunication sector in twenty-five African countries. This tax burden encompasses not only standard and special taxes under the control of the Ministry of Finance (MoF) but also fees raised by the national telecommunication Regulatory Agency (RA). Given the lack of financial data at the country level, we build a representative mobile network operator named TELCO, using the GSMA Intelligence database. We compute the Average Effective Tax Rate (AETR) for this firm considering general and special taxes and fees levied only on the telecommunication sector. We develop a web application (https://data.cerdi.uca.fr/telecom/), allowing the reader to replicate our analysis or modify TELCO and tax parameters. The AETR varies significantly across countries, ranging from 33 percent in Ethiopia to 118 percent in Niger. Special taxes and fees represent a large share of the AETR, illustrating some taxation by regulation and a potential tax competition (a race to the top) between the MoF and the RA. We compare TELCO's AETR with that of a representative gold mining plant and a standard company with a similar gross return. The tax burden of the telecommunications sector is higher than that of the mining sector in 15 of the 19 countries for which we have data on the gold mining sector.

Predictions from an Empirical Study in the Turkish Mobile Telecommunications Market on the Determinants of Mobile Customer Churn

Acquiring new customers compared to holding the existing ones is costlier and more troublesome for businesses, so customer retention is of great importance in today's intensely competitive environment. It is crucial in customer relations management to identify and analyse customers whose loyalty decreases and who tend to leave, and prevent churn through various methods under resource constraints. This issue is especially prominent in the mobile communication market. This paper uses a binomial logit model based on a survey with 637 mobile users in Turkey to determine the factors affecting customer churn and how they find their effect. Results indicate that, among various factors, network quality, billing, tariff level, tariff plan, and education level are the determinants affecting customer churn and associated with the intention to switch. Our findings demonstrate implications for both managers and rule-makers in the mobile telecommunications sector.

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.

PROMETHEUS BOUND?—THE UNCERTAIN FUTURE OF THE UNILATERAL EFFECTS ANALYSIS IN EU MERGER CONTROL AFTER CK TELECOMS

Abstract In the recent CK Telecoms (Case T-399/16) judgment, the General Court annulled the European Commission’s decision to block the four-to-three telecom merger Hutchison3G UK/Telefónica UK. This watershed case is set to curtail the Commission’s ability to challenge future mergers in concentrated markets and proposes a fundamental reshape of the analysis of unilateral effects in the absence of dominance. This article shows that CK Telecoms advances six propositions that form the foundation of a new frame of reference for the analysis of unilateral effects under the EU Merger Regulation. This new framework has been welcomed by commentators as a long-overdue recognition that ‘the law’ trumps the Commission’s administrative discretion and as a vindication of the ‘more economic approach’. Based on a thorough review of 15 years of merger enforcement in the mobile telecommunication sector, this article challenges this account by debunking both the ‘rule of law’ and the ‘more economic approach’ arguments in support of the new framework. It instead demonstrates that each of the six principles advanced by CK Telecoms neither constitutes a reaffirmation of ‘the law’, nor aligns EU merger enforcement with the economic analysis of unilateral effects. In critically reflecting on the new framework laid down in CK Telecoms, this article formulates a number of policy proposals as building blocks for an alternative frame of reference that would preserve the effectiveness of EU merger enforcement in future unilateral effects cases while enhancing legal certainty.