Mobile Telecommunication Sector Research Articles

Development of an empirical framework of customer loyalty in the mobile telecommunications sector

ABSTRACT India has the world’s second largest telecom network, surpassed only by China. In the year 2015–16, India crossed the milestone of one billion telecom subscribers. India’s total telecom subscription stands at 1209.96 million as on August 2017. The telecom sector in India is expected to witness a huge growth in the coming future. The Indian telecom sector is characterized by intense competition as a consequence of low switching costs and price sensitivity among customers. This is what makes the study of ‘Customer Loyalty’ very important as it guides the various stakeholders and help formulate effective customer retention strategies. The present study is based on developing a holistic model of ‘Customer Loyalty’ using the data collected from 770 prepaid telecom subscribers from Delhi and Haryana telecom circles in India. The Structural Equation Modelling technique with the aid of Analysis of Moment Structures (AMOS) statistical package is used for the purpose. The comparative impact of each of the drivers of customer loyalty is computed utilizing the standardized regression weights taken from the path model. Net Promoter Scores (NPS) of all the concerned telecom operators are calculated in order to compare customer loyalty amongst them. The study produces various findings and crucial insights that hold vital implication to the various stakeholders concerned.

Benefits of Regulation vs. Competition Where Inequality is High: The Case of Mobile Telephony in South Africa

We test for the distributional effects of regulation and entry in the mobile telecommunications sector in a highly unequal country, South Africa. Using six waves of a consumer survey of over 134,000 individuals between 2009-2014, we estimate a discrete-choice model allowing for individual-specific price-responsiveness and preferences for network operators. Next, we use a demand and supply equilibrium framework to simulate prices and the distribution of welfare without entry and mobile termination rate regulation. We find that regulation benefits consumers significantly more than entry does, and that high-income consumers and city-dwellers benefit more in terms of increased consumer surplus.

Customer retention to mobile telecommunication service providers: the roles of perceived justice and customer loyalty program

In the past decade, the competition has increased in mobile telecommunication services; moreover, a stagnating rate of diffusion suggests that the market may have reached maturity. Thus, customer loyalty has become an important area of research in the mobile telecommunication sector. The goal of this current study is to offer and test a theoretical model of customer retention in the mobile telecommunication context. To test the theoretical model, a self-administrated questionnaire was developed and tested on a sample of 400 customers. The results show that greater levels of satisfaction toward loyalty program lead to greater customer retention. The satisfaction of loyalty program positively impacts customer relationship satisfaction. The mediating effect of relationship satisfaction is supported. Since the majority of research on perceived justice focused on service recovery and complaint outcomes, this framework provides empirical evidence on the direct and indirect effect of procedural, distributive and interactional perceived justice regarding loyalty programs as antecedents of relational satisfaction loyalty/commitment and retention from a consumer's perspective.

EMPLOYEE COMMITMENT TO STRATEGY IMPLEMENTATION AND STRATEGIC PERFORMANCE: ORGANISATIONAL POLICY AS MODERATOR

The purpose of this paper is to examine employee commitment to strategy implementation and the moderating role of organisational policy in the relationship between employee commitment to strategy implementation and strategic performance. The study adopts a survey method to collect data from 105 employees on managerial levels of the four multinational firms operating in the mobile telecommunication sector in Nigeria. This research suggests that employee commitment to strategy implementation and organisational policy have direct positive and significant relationship with strategic performance. Additionally, organisational policy moderates the relationship between employee commitment to strategy implementation and strategic performance. By paying attention to the importance of employee commitment to strategy implementation managers/executives can significantly increase their firm's strategic performance. Managers and executives have a better understanding of the importance of organisational policy and creating an environment that supports employee commitment to strategy implementation to achieve superior strategic performance.

Customer Retention to Mobile Telecommunication Service Providers: The Roles of Perceived Justice and Customer Loyalty Program

In the past decade, the competition has increased in mobile telecommunication services; moreover, a stagnating rate of diffusion suggests that the market may have reached maturity. Thus, customer loyalty has become an important area of research in the mobile telecommunication sector. The goal of this current study is to offer and test a theoretical model of customer retention in the mobile telecommunication context. To test the theoretical model, a self-administrated questionnaire was developed and tested on a sample of 400 customers. The results show that greater levels of satisfaction toward loyalty program lead to greater customer retention. The satisfaction of loyalty program positively impacts customer relationship satisfaction. The mediating effect of relationship satisfaction is supported. Since the majority of research on perceived justice focused on service recovery and complaint outcomes, this framework provides empirical evidence on the direct and indirect effect of procedural, distributive and interactional perceived justice regarding loyalty programs as antecedents of relational satisfaction loyalty/commitment and retention from a consumer's perspective.

Predicting financial distress for mobile telecommunication companies listed in Kuwait Stock Exchange using Altman s model

Purpose- With the bankruptcy of many large companies in recent years especially after the global financial crisis in 2008, the attention to bankruptcy prediction models has increased dramatically. The aim of this study is to examine the financial soundness of the companies listed in the mobile telecommunication sector in the Kuwait stock exchange (KSE). Methodology- Many bankruptcy models were developed as an early warning systems for any distress a company might face. This paper uses one of the most common models, Altman Z-score model, to examine the likelihood of bankruptcy and the financial soundness of mobile telecommunication companies listed in Kuwait stock exchange market during the period from 2013 to 2016. Findings- The results showed that out of the three companies operating in Kuwait, only one of them had a healthy financial position while the other two companies are facing financial distress. Conclusion- The study found that mobile telecommunication companies in Kuwait are facing the risk of bankruptcy due to their negative working capital which makes them vulnerable to any unexpected short-term obligations. As a result, these companies should work to reduce the gap between their current assets and current liabilities.

Applying FCM to predict the behaviour of loyal customers in the mobile telecommunications industry

ABSTRACTUsing empirical data from the Kuwaiti mobile telecommunications sector, this study models a fuzzy cognitive map (FCM) to investigate the reciprocal effects of customer loyalty and its antecedents in an emerging market context. This study investigates the effect of perceived service quality, perceived service value and brand equity on customer loyalty and the simultaneous analysis of the reverse causality of these variables. Data pertaining to 350 subscribers were analysed. According to the results, the model reaches the equilibrium when brand equity and customer loyalty are increased and reach an optimal level. Based on these findings, the authors provide implications for managers in the mobile telecom industry.

An Analysis of the Implementation of the Factors of Customer Retention by Nepal Telecom

The world is travelling in information era where information is the essential element for every individual, institution, society and country. Communication of information is done by every individual to perform their daily activities, so the mobile telecommunication service has become a basic need where everybody needs telecommunication services. From the latest MIS Report of Nepal Telecommunication Authority (NTA), Market Penetration Rate (MPR) for mobile service 134.41%, which clearly indicates that the number of mobile service users has surpassed the population, and this actually means, at least mathematically , that there are no more people who aren’t using a mobile service in the market. This also means that there are no new customers for mobile service as they must be a new customer to us churning out from some other mobile service provider. Additionally, the data of MPR above 100% means the mobile market has reached the saturation level. When a market becomes highly saturated it’s not only hard to find a new customer, but also costly to get a new customer. Now, the main focus of every company is about retention of customers. Customer retention will be more and more crucial for survival of the company in the mobile telecommunication sector in upcoming days. There are different factors of influence of a customer retention like price, service quality, promotion mix, innovation and customer care. This study will analyze the implementation of the factors of customer retention by Nepal Telecom.Int. J. Soc. Sc. Manage. Vol. 5, Issue-3: 89-97

The Relationship between Employee Commitment to Strategy Implementation and Employee Satisfaction

Purpose of the article: The mobile telecommunication sector in Nigeria has attracted highest foreign direct investment, consistently created jobs more than any sector in the economy. Encouraging employees commitment to strategy implementation can have a positive impact on employee satisfaction level. Methodology/methods: This study used a descriptive quantitative research approach. The survey method was used to collect data from four mobile telecommunication firms in Nigeria. We administered 120 questionnaires to employees of the sample firms, 105 questionnaires were returned and analysed using the regression analysis, Pearson correlation and ANOVA techniques. Scientific aim: This study examines the relationship between employee commitment to strategy implementation and employee satisfaction in mobile telecommunication firms in Nigeria. Findings: The results show that employee commitment to strategy implementation has a positive and significant relationship with employee satisfaction. Employee commitment to strategy implementation is correlated with employee satisfaction, the more committed employees are to their firms strategy implementation, the higher their level of satisfaction with their firms. Thus, employee commitment to strategy implementation have positive impact on employee satisfaction. Our formulated hypothesis is supported. Conclusions: This study provides a better understanding on the importance of employee commitment to strategy implementation in improving the level of employee satisfaction. This study suggests that employee commitment to strategy implementation is an important factor of employee satisfaction. Thus, policymakers, business executives, and HR managers must create an organisational culture and climate that support employee commitment to strategy implementation to improve employee satisfaction. The authors recommended that firms should elicit the commitment of their employees at the strategy implementation stage as this will boost their level of satisfaction. A satisfied employee will be more productive and this will in turn improve the firm’s performance.

Four-to-Three Telecoms Mergers: Substantial Issues in EU Merger Control in the Mobile Telecommunications Sector

This article addresses the recent four-to-three telecoms mergers in the EU and factors such as deregulation and convergence that have provided impetus to the accelerated pace of consolidation. It seeks to find an answer to the elusive question: what is the magic that ensures the approval of the European Commission, is it the magic of the number of mobile network operators, or does some other factor exist, such as the magic of remedies? While looking for answers this article employs an inter-disciplinary approach, using insights from law, economics and corporate strategy. It emerges that there is indeed some magic: not an individual piece of magic but instead collective magic of numbers, of the relevant market and of remedies. Effective, clear-cut remedies with a structural dimension, as was the case in H3G Italy/WIND/JV, ensure the Commission’s approval. Failure to submit suitable remedies, as was the case in H3G/Telefónica UK and TeliaSonera/Telenor, led to prohibition decisions and withdrawal of notification, respectively. The article also criticises the circular loop that the Commission is trapped in – with regard to design of remedies in telecommunications mergers – and underscores the need for a more innovative approach to remedial design.

Understanding customers' expectations for delivering satisfactory and competitive services experience

This present study attempts to understand Nigeria mobile telecommunications (MT) consumers' voice call and data services expectations for delivering satisfactory and competitive service experiences. The multi-level qualitative research design with single face to face (F2F) interview and focus group (FG) approaches were employed. 22 samples were drawn from Nigeria MT sector heterogonous consumer population in Port Harcourt-Rivers State of Nigeria. One FG with 12 participants and ten single F2F interviews were held and data was analysed using content analysis technique with NVivo 11 software. Our result shows that some customers of selected firms are less satisfied with their offerings. This is because these firms lack knowledge of their customers' expectations. Also, five positively rated factors: service quality, price bundling, complaints management, consumer right education and consumer market research are key thematic expectations that support the delivery of satisfactory services experience and competitiveness. This study contributes to the literature on consumer behaviour research by revealing customers' expectation for MT voice and data services in Nigeria and how these expectations drive customer satisfaction (CSAT) and retention (CRT) as well as business competitiveness. However, continental MT operators and researchers should understand that factors of customers' expectations are peculiar to a specific country.

Internationalization of mobile telecommunications: a systematic literature review

PurposeThe purpose of this paper is to map the relevant studies pertaining to internationalization in the mobile telecommunications (telecom) sector, with the aims of reflecting and categorizing what has already been studied on this topic, as a means of guiding future research.Design/methodology/approachThe authors use the systematic literature review methodological approach, adopting the “Antecedents-Phenomenon-Consequences” theoretical framework as a guide. Consistent with this framework, they identify and categorize studies in the academic literature that have discussed the cross-border expansion of mobile telecom firms. Their review is based on 50 research publications, selected based on the relevance of their findings and their underlying arguments. The authors then categorized each piece’s findings and arguments into themes and sub-themes.FindingsThe authors find evidence that mobile network operators (MNOs) are driven into international markets by a collection of factors that can broadly be categorized as either firm-specific/country factors or the desire to capture first-mover advantages (FMAs). They also find evidence that the Uppsala stages model does not provide an appropriate explanation of MNOs’ internationalization patterns, with firms tending to skip posited stages. Market size, the regulatory environment and government policies appear to be key influences in MNOs’ choices of foreign investment locations, and despite being a driver of internationalization, FMAs often erode with the entry of competitors. MNOs tend to prefer collaborative entries over greenfield investments, especially in countries in which telecommunications infrastructure is already in place. Finally, there is no consensus with respect to whether internationality is positively associated with financial performance for MNOs.Originality/valueThis review of the literature offers value to both academia and practice, by providing both insights into what has already been studied with respect to the internationalization of mobile telecom firms and a guide for future research.

INFLUENCE OF ORGANIZATIONAL CULTURE ON EMPLOYER BRANDING IN THE MOBILE TELECOMMUNICATION SECTOR IN KENYA

Purpose: The purpose of the study was to establish the effect of organizational culture on employer branding in the mobile telecommunication sector in Kenya.Methodology: The study used descriptive design. The data collection instrument used was questionnaire. Census study method was used. The target population was only the top, middle and lower level managers in the mobile telecommunication sector totaling to three hundred and ninety (390). A pre-test and pilot survey was conducted. Data analysis involved statistical computations for averages, percentages, and correlation and regression analysis. Statistical computer software (SPSS) was used in data analysis. Analyzed data was presented using tables, charts and graphs.Results: Results revealed that in most telecommunication companies in Kenya employee’s work as a team, rather than hierarchy. The results also revealed that in most Mobile telecommunication companies in Kenya people are viewed as an important source of competitive advantage. The results also revealed that most telecommunication companies in Kenya have consistent core values. The results also showed that majority agreed with the statement that Work is organized so that each person can see the relationship between his or her job and the goals of the organizationUnique Contribution to Theory, Practice and Policy: The Mobile telecommunication sector in Kenya should have clear well communicated long term vision as well as formal and structured induction, orientation and familiarization process. The study also recommends that the mobile telecommunication companies in Kenya should enhance strategy fit culture, involve the employees in decision making and in addition, strive to maintain good working environment, flexible work schedule, and refreshing atmosphere which will boost employee’s morale and encourage team work. Finally, the findings should also be used in comparison with the performance of other companies like the manufacturing and academic institutions in kenya in relation to Human resource practices, organizational culture and employer branding.

Business Coevolution: Considerations from the Mobile Telecommunication Sector in Latin America Economy

The dynamic and interaction between companies and the environment leads to atypical emergences addressed by the strategic business direction mainstream. In this document the introduction of CoEvolutionary Relationships is presented to explain how some groups of companies that are facing business turbulence, not only survive, but grow rapidly in an internal dynamic space and transformational environment, becoming an attractive investment option. To explain this phenomenon, the field of mobile telecommunications in Colombia is studied, applying a mixed methodology that includes semi-structured interviews and the analysis of documentary content (ADC). The findings reflect a structural link between a turbulent environment and a group of companies that developed growth in their sector despite the turmoil.

The impact of ICT on the efficiency of HRM in Cameroonian enterprises: Case of the Mobile telephone industry

The objective of this study is to determine the impact of Information and Communication Technology on the efficiency of Human Resource Management in the Cameroon mobile Telecommunication Sector. It specifically seeks to investigate how the use of ICT affects the following human resources management practices; Human resource planning, training and development, selection and recruitment, human resource evaluation and compensation. An exploratory research design was employed in the study. A sample of 120 management, senior, junior and contract staffs of the 03 (three) main mobile telephone operators responded to a structured questionnaire. The data collected was coded and entered into SPSS version 17. Pearson correlation coefficient was used to establish the relationship between the variables in the study, regression analysis was used to establish the combined effect of study variables on the dependent variable. The results show a significant positive relationship between the use of ICT in selection and recruitment, training and development, Human resource planning, evaluation and compensation and human resource management efficiency. This highlights the use of ICT as an efficient tool in Human resource management of enterprises. The use of ICT assures Human resource management efficiency, we therefore suggest that regular Information and Communication Technology training and development should be enhanced so as to allow proper interactions between Human Resource Management and the different departments which could lead to the organizational efficiency.

The moderating effects of demographics on the relationship between perceived CSR and brand loyalty in the mobile telecom sector

The goal of the paper is to analyze the demographic discrepancies in the relationship between customers’ perceptions of corporate social responsibility (CSR) and their loyalty towards mobile telecommunication companies, within the particular socio-cultural and economic context of one of the largest national markets of Central and Eastern Europe. For this purpose, a survey was conducted among a sample of 1,464 mobile telecommunication customers from the urban areas of Romania. The findings emphasize several significant dissimilarities between gender, age, education and residence type based consumer categories in what concerns the impact of various CSR dimensions, as perceived by customers, on corporate brand loyalty. The results have practical implications for enhancing corporate brand loyalty in the regional mobile telecommunication market by outlining those CSR policies which should have priority in implementation and, especially, communication.

EFFECT OF REWARD ON EMPLOYER BRANDING IN THE MOBILE TELECOMMUNICATION SECTOR IN KENYA

Purpose: The purpose of the study was to establish the effect of reward on employer branding in the mobile telecommunication sector in Kenya.Methodology: The study used descriptive design. The data collection instrument used was questionnaire. Census study method was used. The target population was only the top, middle and lower level managers in the mobile telecommunication sector totaling to three hundred and ninety (390). A pre-test and pilot survey was conducted. Data analysis involved statistical computations for averages, percentages, and correlation and regression analysis. Statistical computer software (SPSS) was used in data analysis. Analyzed data was presented using tables, charts and graphs.Results: Results revealed that in most of the mobile telecommunication companies in Kenya employees were stimulated by Salary, benefit and allowances to apply for the job. The results of the study also showed that Bonus, pension pay and promotions have great impact on the success of the organization and may influence retention in the mobile telecommunication companies in Kenya. The results further showed that exists a benefit scheme policy in the mobile telecommunication sector in Kenya, this implies that majority of the telecommunication companies have enrolled their employees to the benefit scheme.Unique Contribution to Theory, Practice and Policy: The study recommended Mobile telecommunication sector in Kenya to introduce annual salary reviews, housing and commuter allowances to motivate their employees and boost the employee branding.

Political Determinants of Competition in the Mobile Telecommunication Industry

We study how political factors shape competition in the mobile telecommunication sector. We show that the way a government designs the rules of the game has an impact on concentration, competition, and prices. Pro-competition regulation reduces prices, but does not hurt quality of services or investments. More democratic governments tend to design more competitive rules, while more politically connected operators are able to distort the rules in their favor, restricting competition. Government intervention has large redistributive effects: U.S. consumers would gain $65bn a year if U.S. mobile service prices were in line with German ones and $44bn if they were in line with Danish ones.

Exploring customer loyalty in the South African mobile telecommunications sector

AbstractThe South African mobile telecommunications environment has become increasingly competitive, thus there is increased focus on acquiring and retaining loyal customers in order to facilitate repeat purchases, guarantee future revenues and shield the customer base from competitive activity. In the light of the aforementioned, an online survey which comprised questions on loyalty, customer satisfaction, brand image, perceived quality and perceived value, was conducted among 110 customers of the South African (SA) mobile telecommunications industry. A number of hypotheses were formulated proposing relationships among the above-mentioned variables. The findings which resulted from structural equation and multiple regression modelling, revealed that customer satisfaction has the most significant positive effect on customer loyalty. Customer brand image and perceived value have a significant positive effect on customer satisfaction, but not customer loyalty. By implication, brand image and perceived value...

The Role of Internet in Corporate Reputation Management

This research investigates the significance of the use of social media platform by the mobile telecommunication companies (MTCs) of Pakistan. It also questions that how MTCs cater their consumers and stakeholders’ inquiries to manage their corporate reputation on the internet. The top three Pakistani MTCs with their Twitter feeds were selected to examine how the mobile telecom sector use Twitter to build consumer relationships. And how do they provide quality of service for a more progressive internet reputation. A content analysis of the tweets was conducted to determine the most frequent usage of Twitter in connection with the quality of services provided on the internet. The results show that customers use Twitter to find answers about the product specific questions. They also use it as a source of expressing their thoughts and emotions about a product/service offered by the telecom mobile operator. Above all, Twitter is serving as a hub for real-time communication between MTCs and their consumers, performing similar tasks as traditional communication media. The results show that the mobile telecom companies should carefully plan time to reach out to their customers through this platform. This can help them to sufficiently manage and restrain from negative online publicity; which can be achieved by making and maintaining positive relationships with their clients.