Mobile Telecommunication Services Research Articles

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.

Assessing the Key Drivers of Sustainable Economic Growth in Laos: Emphasis on Infrastructure Investment

This study delves into the factors driving sustainable economic growth in Laos, with a particular emphasis on infrastructure investments. Employing advanced analytical techniques, including GMM regressions and ARDL models, we analyze data spanning from 1995 to 2020, offering valuable insights and policy recommendations. Our consistent findings underscore the pivotal role of electricity infrastructure investments in spurring economic expansion. Highlights the positive impact of telecommunication infrastructure and a skilled workforce, emphasizing the importance of technological advancements and human capital development. An investigation from various angles reveals that variables like agriculture, air transport, industry, and services emerge as significant contributors to growth, emphasizing its multifaceted nature, and we introduce exchange rates as a variable, unveiling their potential for both positive and negative impacts on economic growth. In the long run, our study identifies a positive relationship between air transport, human capital, labor force, industry, services, exchange rates, and economic growth, highlighting their central role in policy efforts. In the short term, we observe that investments in the industry positively influence growth, while exchange rate fluctuations can have adverse effects. Our research underscores the critical importance of infrastructure investments, especially in electricity and air transport, for driving economic growth in Laos. Factors such as mobile telecommunication technology, human capital, agriculture, industry, and services also make substantial contributions to sustained growth. Notably, exchange rates can have both positive and negative effects, underscoring the need for meticulous management by policymakers to support Laos in its pursuit of rapid economic development.

Predicting opinion leadership based on demographics - a study for mobile telecom services

Predicting opinion leadership based on demographics - a study for mobile telecom services

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.

Exploring Factors Affecting User Satisfaction in myIM3: Integrating TAM, UTAUT, and the Information Systems Success Model in Mobile Telecommunication Services

Exploring Factors Affecting User Satisfaction in myIM3: Integrating TAM, UTAUT, and the Information Systems Success Model in Mobile Telecommunication Services

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.

Relationship between Customer Satisfaction and Brand Loyalty

Globally, customer satisfaction remains a major predictor of brand loyalty and customer satisfaction in the telecommunication industry. Regardless of this, mobile telecommunication firms in Kenya are yet to achieve the required brand loyalty levels. This is evident given the high levels of switching freedom and churn rate levels, which rose from 21.20% to 31.45% in Safaricom, while in Airtel, this rose from 4.9% to 6.0% in 2021. Studies on the relationship between customer satisfaction and brand loyalty revealed both positive and negative results. The main purpose of this study was to assess the relationship between customer satisfaction and brand loyalty. The study hinged on the theory of planned behaviour. The research used descriptive research design. The target population was 124,849 subscribers drawn from four telecoms: Safaricom, Airtel, Telecom and Equitel. The stratified sampling technique was used to select a representative sample of 443 respondents. The primary data for the study was collected using a closed-ended survey instrument. Quantitative data was analyzed using both descriptive statistics (frequencies, percentages, means, standard deviation) and inferential statistics (Correlation and Regression). The findings indicated that there is a positive and significant relationship between customer satisfaction and brand loyalty, where customer satisfaction explained 50.9% of the variance in mobile telecommunication service providers' brand loyalty. The study concludes that customer satisfaction has a significant effect on brand loyalty. The study recommended that the telecom management should put more effort into service promptness, responsiveness, staff courtesy and customer understanding to enhance brand loyalty in their companies.

Impact of Mobile Telecommunication Access on Porters' Living Standard: A Study based on Street Porters in Kathmandu City

This paper examines how telecommunication access has affected the living standard of street porters and what are their mobile telecom service usage. The study used income, expenditure, saving, and factors affecting these variables to assess the change in living standard of street porters. The study used descriptive and explorative research design with a before-after approach. Primary data obtained from 440 street porters using purposive random sampling method was used. Both telephone questionnaire and interview schedule consisting comprehensive 54 items were administered. The tools of analysis used were descriptive statistics and inferential parametric (t- test, paired t- test) and non-parametric statistics (McNemar test). The study found that street porters use voice service mainly to talk to family and to take load orders. More than half of the sample (56%) were found to use less than 5 minutes call per day on average with 5 to 10 call counts for load per day. The study also found that mobile communication access has increased the income per day, expenditure per day and monthly saving of street porters. Further, the study also found mobile communication has enhanced the income generating factors like efficiency of street porters, bargaining power, market exploration and reduction in travel and search cost. Based on the analysis of income and expenditure, the study concluded that mobile communication access has improved the living standard of street porters.

The impact of mobile virtual network operators on the mobile telecommunications services market: The case of the Czech Republic

Mobile virtual network operators (MVNOs) offer mobile telecommunications services by purchasing capacity from mobile network operators (MNOs) and competing on the retail market. This study examines national data to identify possible impacts of MVNOs on the mobile market and on mobile service users. While open wholesale markets for MVNOs are relatively widespread in European countries, evidence of their impact on end users is limited due to a lack of previous research. This study uses data from the market entry of MVNOs in the Czech Republic in 2013 to estimate the impact on end users. Based on synthetic control methods, the results clearly show that the market entry of MVNOs led to a decrease in the price of calls and to a decrease in the average monthly revenue per user (ARPU) of operators. However, no significant effect on the price of data or on consumption was found. These results have some implications for policy and for the mobile industry.

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

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

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

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

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.

A survey of the radiofrequency electromagnetic energy environment in Melbourne, Australia.

A wide variety of modern technologies make use of radiofrequency (RF) electromagnetic energy (EME) to provide convenient functions and services to users. The rise in the use of RF EME-enabled devices has led to public perception of increasing exposures and concerns about potential health effects. During March and April 2022, the Australian Radiation Protection and Nuclear Safety Agency conducted an intensive campaign to measure and characterise ambient RF EME levels within the Melbourne metropolitan area. Fifty locations across the city were visited, and a wide variety of signals in the frequency range 100kHz to 6GHz were detected and recorded including broadcast radio and television (TV), Wi-Fi and mobile telecommunications services. The highest measured total RF EME level was 2.85mW/m2, which is equivalent to 0.14% of the relevant limit specified by the Australian Standard (RPS S-1). The results showed that broadcast radio signals were the largest contributor to measured RF EME levels at 30 locations across the suburbs, whereas downlink signals from mobile phone towers were the main contributor at the other 20 sites. Broadcast TV and Wi-Fi were the only other sources found to contribute more than 1% of the total RF EME exposure recorded at any site. All measured RF EME levels were well below the permitted limit for general public exposure given by RPS S-1 and therefore do not present a health hazard.

Identification of Cellular Signal Measurements Using Machine Learning

Spectrum awareness has a plethora of civilian and defense applications, such as spectrum resource management, adaptive transmissions, interference detection, and identification of threat signals. This article proposes an identification neural network (INN)-based model that identifies cellular signals from three different radio access technologies, namely global system for mobile (GSM) communications, universal mobile telecommunications service, and long-term evolution. The proposed INN identifies whether or not the measured power spectral density belongs to a certain cellular signal type. Two data collection approaches (DCAs) are considered: in-band and multiple-band. The over-the-air measurements for the two DCAs show that with low computational complexity, the proposed INN model provides an identification accuracy between 93% and 100%, with a false alarm (FA) rate between 0% and 10%.

Determinants of Customer Satisfaction in the Mobile Telecommunications Service Industry

The mobile telecommunications service industry has become one of the most dynamic and vibrant service industries in the contemporary business context. The mobile phone plays an essential role by revolutionizing consumer behaviour and creating a new fashion of life. Identifying the determinants of customer satisfaction in the mobile telecommunications service industry has drawn a greater interest among marketers due to the vibrancy of the services and severe competition in the industry. However, studies in relation to the determinants of customer satisfaction in the context of mobile phone services in Sri Lanka are scarce. Therefore, this study was conducted to identify the determinants of customer satisfaction in mobile telecommunications services in the Sri Lankan business context since identifying the key determinants of customer satisfaction in mobile phone services is of greater importance to deliver an effective service and remain subscribers satisfied. Accordingly, mobile phone subscribers were selected as the unit of analysis of the study. A structured questionnaire was administered, and data were collected from a sample of 722 mobile phone subscribers. Structural Equation Modelling was used to analyse the structural relationships in the study. The results are decisive, which will be interesting for service providers who are highly concerned about the satisfaction of their subscribers. Accordingly, the results indicate that perceived value, corporate image, trust, loyalty programmes, and service quality have a significant positive impact on customer satisfaction. Service quality, among the determinants identified in the study, plays a dominant role in satisfying customers, which has the highest impact on customer satisfaction in the context of the mobile telecommunications service industry.

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.

A novel approach for optimization of handover mechanism using metaheuristics algorithms

The new generation wireless system is an integrated global network, which provides many services for end users across the globe. The major requirement of end users is to allow the mobile user to roam seamlessly across the network. Heterogeneous Wireless Networks (HWNs) permit users with global devices to access the required service at any place and anywhere. The HWNs contain many Radio Access technology RATs such as GPRS (General Packet Radio Services), UMTS (Universal Mobile Telecommunication Service), Wi-Fi (Wireless Fidelity), Wi-Max (Worldwide Interoperability for Microwave Access), WLAN (Wireless Local Area Network) and transferring the ongoing call and providing seamless mobility can be achieved by Vertical Handover (VHO) mechanisms. The heterogeneous wireless networks (HWN) integrated with the network characteristics, like the bandwidth, speed support, cost, security, power consumption, delay, and range of communication are employed for obtaining better Quality of Services (QoS). For better mobility management, handover (HO) is the most significant aspect considered for solving the issues regarding mobility the designed Novel approach uses metaheuristics algorithms like grey wolf optimization (GWO) and Mayfly optimization (MFO) technique to provide a better service for end-user in terms of energy consumption, and handover delay, Call drop probability and throughput.

What Drives Salespeople's Performance? the Role of Organizational Attributes and the Moderating Effect of Experience

The mobile telecommunications services industry has a high level of instability as a result of shifting market conditions, persistent market problems, and changing market demand. As a result, marketers need to take their customers' preferences into account.
 With these considerations in mind, the goal of this study is to determine how the                         characteristics associated with the mobile communication services industry are presented to salesperson performance and how this influences sales personnel. Primary and secondary data sources were used in the investigation. In this study, we used a structured questionnaire, with 1 indicating strongly disagree and 5 indicating strongly agree. The data was analysed using both inferential and descriptive statistics. In Bangladesh, where the characteristics of mobile service providers are well documented, speculative data on elements influencing salespeople's performance was used. Structural Equation Modeling was utilised to identify impact factors connected to salesperson performance. Data was collected from active salesmen using a convenient sampling method. According to this study, just two parameters, external motivation and salespeople's political abilities, have a significant effect on predicting salespeople's effectiveness in mobile telecommunications in Bangladesh. As a result, business executives should take more initiative to improve their enterprises' performance, as this would benefit both salespeople and their organisations.

Reasons behind brand switching in telecom sector in India

This paper tries to focus on the reasons behind Brand Switching amongst telecom service users in National Capital Region (NCR) in India. There can be several factors behind switching of brand by a mobile telecom service user. But after Preliminary investigations seven most relevant reasons were shortlisted to study further.

Service Quality of Mobile Phone Telecommunications Service Providers: Scale Development - The CCAAT MODEL

Mobile phone telecommunications as an intensely competitive industry in the contemporary marketing context has expanded as a high-velocity service throughout the world, while service quality has become an interesting phenomenon in response to the growing importance of services in satisfying customer needs. The purpose of the study is to design a scale to measure the service quality of mobile phone telecommunication service providers and evaluate the effect of service quality dimensions on customer satisfaction. The mobile phone subscribers were selected as the unit of analysis of the study. Service quality attributes were generated by having a focus group discussion with the industry experts. Next, the data were collected in two stages from mobile phone subscribers. At the first stage, data were collected from 420 subscribers, and an exploratory factor analysis was employed. In the second stage, 700 questionnaires were administered, and the structural equation modelling approach was used to validate the results. As the major outcome of the study, the tool: ‘CCAAT’, is proposed to measure the service quality of the mobile phone telecommunications service providers, and the model consists of five key dimensions of service quality: ‘Credibility’, ‘Coverage’, ‘Assurance’, ‘Access’ and ‘Tangibility’.