Telecom Sector Of Pakistan Research Articles

How Customer Loyalty Model Be Operative? A study of Cellular Phone Service Providers in Pakistan

The idea of this study is raised because of tough competition in cell phone industry of Pakistan. In this scenario, every organization after retaining customer tries to make him/her loyal. The loyalty, which has rigorously investigated, empirically tested with different combination of variables, which collectively help in making the customer loyal. Data were collected through 508 questionnaires. Respondents were pre-paid cell phone customers. Data was analyzed via factor loading and reliability of variables. Structural Equation Modeling (SEM) technique was used for the testing of hypotheses. Loyalty model was found significantly responsive for cellular phone services in Pakistan. Perceived service quality, satisfaction, trust and image have chained link of positive affects, which leads to loyalty of customers in the telecom sector of Pakistan. Customers do not take effect of perceived service quality. However, it is service quality, which satisfies customer through image of the organization. This loyalty model is more preferably applicable in the industry where competition is tough and switching rate is high. In future researches, this model can be tested across the culture. Moreover, more variables can be added to strengthen the loyalty model.

Emotional Intelligence and Service Quality: An Empirical Study of Pakistani Telecommunication Sector

The role of this study is to investigate the relationship between emotional intelligence and service quality. The data was collected from the telecommunication sector of Pakistan through questionnaires. The total sample of the respondents in the study was 400 but we had received only 250. Convenience sampling was used to collect the data from respondents. The result showed that the emotional intelligence is the positive predictor of the service quality.

The Impact of human capital on Company performance and the mediating effect of employee’s satisfaction

The principal of this research paper is to find the effect of human capital on performance of the firm with the mediating effect of employee's satisfaction with his job. The research type for this paper is quantitative and for the collection of data questionnaires were used.The sample size used for the paper was 200 and the target area was the telecom sector of Pakistanwhich included three leading companies in the telecom sector of Pakistan (i.e: Mobilink, Telenor and Ufone).The Results showed that Human capital investments has a strong relation with firm performance and employee's satisfaction mediates the process between both variables.

The Impact of Outsourcing External Recruitment Process on the Employee Commitment and Loyalty: Empirical Evidence from the Telecommunication Sector of Pakistan

Recruitment process outsourcing is a powerful strategy used by many organizations globally which helps to save the cost, time and improves the quality of recruitment. Outsourcing HR, specially recruitment process is a strategy used by many organizations all across the world but the human side of HR has suffered from it along with the profitability because the external agencies are not well aware with the structure, culture, values and system of the organization and therefore fail to nurture commitment and loyalty among employees. Generally the impact of outsourcing is negative on the engagement and commitment of employees along with the loyalty. In the light of these issues, a study was planned to find out the impact of outsourcing recruitment process on employee commitment and loyalty. The sample was taken from the two private telecommunication companies: Huawei and Zhongxing Telecom Pakistan situated in Islamabad.Tools for data collection for the three variables that is outsourcing recruitment process, employee commitment and loyalty were taken from the body of knowledge and used for the collection of data. These two independent sets of data were analyzed by applying t-test. The empirical evidence indicated that outsourcing recruitment process has no impact on employee commitment and loyalty.

Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan

Today's economy is becoming extremely service-oriented, changing the paradigm of marketing research towards services (Carrillat, Jaramillo, & Mulki 2007). Corporate image, perceived value and service quality have got paramount significance among researchers interested in customer retention strategies. In view of that, this study aimed to determine the antecedents of customer loyalty in telecommunication sector of Pakistan. Data were collected from mobile phones users through questionnaire-based survey and stepwise regression was applied to test the study hypotheses. The study helps the management of telecommunication companies to develop customer oriented strategies. Providing insights regarding relative importance of corporate image, perceived value and service quality for building customer loyalty this research is first of its kind in telecommunication sector of Pakistan.

Mentoring and its Effects on Turnover Intensions in Perspective of Pakistan’s Telecom Sector

In today’s era of towering competition the retention of workforce is highly desirable for long term success of any organization. The employees serve as backbone for any organization and are responsible for attaining the laid down objectives of the organization. The ongoing study investigates the effects of mentoring on turnover intensions of employees working in telecom sector of Pakistan. Researchers retrieved data with the help of questionnaires based on five point likert scale from almost 300 employees working in telecom organizations of Pakistan. Multiple regressions were used to analyze the collected data. Result shows that mentoring mostly is negatively associated with turnover intension because employee was not satisfied with mentoring and commitment in employees is only due to experienced learning which helps to develop additional skills in employee.

An Empirical Investigation on Knowledge Workers Productivity in Telecom Sector of Pakistan

This study intends to investigate the expectations of knowledge workers from their organization. The firms that understand the expectation of their knowledge workers can more effectively satisfy the needs and increase the productivity of their knowledge workers, which ultimately lead to gaining of competitive advantage. Literature does not depict any research study related to knowledge worker productivity that focuses on Pakistani organization. Hypothesized model consists of organizational culture, reward and technology and their effect on knowledge sharing and finally on knowledge worker productivity. Questionnaire was developed based on rigor method of constructs operationalization, including face, content and reliability. The sample size was 210, which was selected randomly from telecom sector. The data is analyzed by structural equation modeling. The results depicts that if the organization focus on organizational culture, reward and technology, it can achieve highest degree of productivity of knowledge workers. Therefore, the organizations must develop a strong strategy for identification and retention of their knowledge workers. In order to increase the knowledge worker productivity, management required to learn the expectation of knowledge worker from them and organization. Study has significant importance for management in strategic planning, human resource management strategy and retention program.

Impact of Emotional Intelligence (EI) on employee's performance in telecom sector of Pakistan

To reveal the efficacy of the emotional intelligence (EI) construct in organizational studies, this study focuses on the impact of EI on employee’s performance among telecom employees in Pakistan. The paper examines the impact of four significant aspects of EI that is self awareness, self management, social awareness and relationship management. Data was collected from five telecom companies by using questionnaires. The results revealed that a positive relationship exits between social awareness and relationship management and employee’s performance while self awareness and self management were not found significantly related to employee’s performance. Telecom sector needs to consider meaningful features of EI as a strong predictor for efficient performance of employees.

A mediation of customer satisfaction relationship between service quality and repurchase intentions for the telecom sector in Pakistan: A case study of university students

Organizations always look forward to long lasting success. For long lasting benefits and greater returns, organizations continuously try to satisfy their customers in order to retain them and get their future repurchase intentions. Future repurchase intentions of customers are outcomes of various organizational efforts. As such, one of the most important determinants of customer repurchase intentions discussed by researchers is offering, competitively, the best service quality to customers. All organizations offer the best possible service to their customers in order to retain them and create positive repurchase intentions in the future. This study aims to study the impact of service quality on customer repurchase intentions. Satisfaction is a variable which is an outcome of better service quality, and in return, it gives customers the zeal to stay with the service provider and creates greater repurchase intentions for the customers. So, satisfaction is considered as a mediating variable in the study. The study is conducted in the telecom sector (only cellular companies) of Pakistan. Service quality is measured using Parasuraman et al. (1988) SERVQUAL model containing 5 dimensions of service quality (tangibles, responsiveness, empathy, assurance and reliability). Nonetheless, the relationship of service quality with customer repurchase intentions is also studied. The data were collected from 331 young mobile users, and as such, correlation and regression analysis were used to analyze the data. However, results and discussion are presented. Key words: Service quality, mediating variable, satisfaction, customer repurchase intentions, telecom sector, cellular companies.

Effect of Work Motivation on Job Satisfaction in Mobile Telecommunication Service Organizations of Pakistan

Study Objectives: The purpose of this investigation was to determine the impact of work motivation on job satisfaction in mobile telecommunication service organizations in Pakistan. In addition, the study aimed at exploring to what extent the employees are satisfied with different dimensions of their job. Research Design/Methodology: A survey-based descriptive research design was used. The study was carried on employees working in two service provider organizations of Pakistan. About 60 survey questionnaires were distributed in October, 2009 by using in person and email modes of communication. Stepwise regression analysis, correlation and p-value were used to confirming the research hypotheses. Results: As p-value is less then .05 so it can be said that the variables chosen for the study are not highly significant. The value of R square is too low that can be used for the relationship analysis of the variables. The value of beta is showing the positive relationship between the dependent and independent variables but not a strong relationship. The employees in the telecom organizations are quite satisfied by their jobs. Research limitations: The focus of the study was employees working at telecom sector in Pakistan only. Questionnaire survey was used to measure job satisfaction and work motivation. Since respondents were from two telecom organizations only and the sample was quiet small so the findings cannot be generalized to all employees of telecom sector in Pakistan. Practical implications: Considering the importance of employee’s satisfaction and its effect on effectiveness and productivity of the organizations, the management and corporate gurus should take necessary actions accordingly.

Antecedents of job satisfaction: A study of telecom sector

This study is based on the assumption that “a happy worker is a productive worker”. The research was conducted to identify the significance of those factors that lead towards job satisfaction and commitment of employees working in the telecom sector of Pakistan. The associations among pay and benefits, performance appraisal system, career development and management, supervision and collegiality and open communication (independent variables) were investigated with job satisfaction (dependent variable). The relationship between job satisfaction (dependent variable) and job commitment (outcome) was also hypothesized. Through questionnaire survey responses from 221 employees working at managerial and non-managerial positions were collected, which showed the significant association of supervision and collegiality and open communication on job satisfaction. Furthermore, job satisfaction was also found highly correlated and dependent upon job commitment. Managerial implications and conclusions are presented based upon these results.

Churn management in the telecom industry of Pakistan: A comparative study of Ufone and Telenor

Churn management is a perennial issue in the telecom industry of Pakistan. The two telecommunication service providers selected for this study are Telenor and Ufone. The aim of the research is to provide an insight into the rapidly emerging issue of churn in the telecom sector of Pakistan, describe the relevant aspects of churn management strategies and gauge their effectiveness in customer retention. Purposive sampling has been adopted such that 100 subscribers, with 50, each of Ufone and Telenor, constitute the sample. The sample profile comprises of 100 male post-paid subscribers, of age range 30–45 years, employed in the middle management level of the corporate sector and users of either Telenor or Ufone. The survey method has been adopted, and a comparison has been drawn between the churn rates of the two service providers through the application of T-test. Analysis reveals that subscribers' dissatisfaction with any dimension of price, voice quality and network coverage are the main reasons for customer churn at both Ufone and Telenor. Ufone has, however, adopted comparatively better churn management strategies than Telenor to retain its customers.

Liberalizing the Telecommunications Sector: Making Pakistan an Information Economy

This Country Report will focus on Pakistan, and will produce an analytical description of the Telecom sector in Pakistan based on the survey of the telecom regulatory environment, available ICT indicators, and review of legal instruments, government policy documents, and literature pertaining to telecom regulatory framework of Pakistan.Part II briefly traces the history of the telecom legislation of Pakistan and then documents and analyzes the telecommunications reform and regulatory process that started in 1996 with the enactment of the Pakistan Telecommunications (Re-organization) Act. Part III documents the Telecom Regulatory Environment Survey results and link them to the regulatory changes brought to fore recently, and their impact on the industry as measured through various indicators. Part IV highlights the efforts in promoting ICTs in Pakistan. Part V concludes the paper by identifying the challenges ahead and making recommendations to address them.