Telecommunication Subscribers Research Articles

Determinants of Customer Switching Behaviour in Mobile Telecommunication Industry in South-South Nigeria

The study examined the determinants of customers’ switching behaviour in mobile telecommunications industry in South-South Nigeria. The main objective of the study was to explore the factors influencing customers’ switching behaviour in the mobile telecommunications industry and in specific terms, determine whether price, reputation, service quality, promotional package and switching cost did have a significant and positive influence on customers’ switching behaviour. The unit of analysis comprised 400 mobile telecommunication subscribers drawn from six cities in the South-South geopolitical zone of Nigeria. The study units were selected using a proportionate stratified sampling technique and the data obtained from the process were analysed with descriptive statistic using Statistical Package for Social Sciences (SPSS) version 23 software. Conceptual hypothesized relationships involving the independent and dependent variables formulated from the research model were tested with multiple regression analysis technique. The findings of the study revealed that reputation, service quality, promotional package and switching cost had a strong and positive relationship with customers’ switching behaviour but price and involuntary switching seemed to have the least significant relationship. It showed that those factors were very important determinants of customers’ decision to switch from one mobile telecommunications provider to another except price and involuntary switching as earlier stated. The key recommendations from the study were that managers of mobile telecommunications companies should develop proper pricing strategies that were remarkably different in terms of moderate call rates and data charges to prevent customer switching. Secondly, plans could be put in place by management that would encourage the development of trust and confidence through the provision of timely quality services and ensure good network coverage. Finally, managers should ensure that promotional campaigns were aimed at building relationships. In conclusion, it is quite important that managers should have adequate knowledge of the determinants of customers’ switching behaviour established in the study so as to put in place preventive measures that will enhance customers’ retention of improved sales and profitability. The study made a significant contribution by identifying customers’ perceptions of marketing variables that could affect switching.

Marketing Mix and Subscribers' Satisfaction in the Telecommunications Industry

This study examined marketing mix and subscribers’ satisfaction in the telecommunications industry. It assessed the relationship between marketing mix strategies (product variety, promotion, people and process) and subscribers’ satisfaction in the telecommunications industry. Cross sectional research design was adopted and primary data were obtained from 107 telecommunication subscribers using a structured questionnaire. Data analysis was done using descriptive statistics (frequency tables and simple percentages) and inferential statistics (Pearson’s product moment correlation) in the Statistical Package for the Social Sciences (SPSS 23). The findings of the study revealed that product variety, promotion, people and process had significant positive relationships with subscribers’ satisfaction in the telecommunications industry. In line with these findings, we made practical implications for possible implementation by players in the telecommunications industry.

The Effects of Switching Barrier on Customer Loyalty in Telecommunication Services in Kingdom of Bahrain

This research focuses on the effects of switching barriers and satisfaction of customer on customer loyalty in Kingdom of Bahrain's telecommunication subscribers. For this study, a number of evidences processing techniques and instruments were used and carried out by performing a customer loyalty inquiry, a subscriber activity for the three telecommunications services companies in the Kingdom of Bahrain. The research aimed at estimating the effect of cost required to enter, interpersonal relationship, loss cost and competitiveness of substitutes such as changing barriers as well as consumer satisfaction on the retention of customers in the telecommunications services of the Kingdom of Bahrain. A study performed the efficacy of removing barriers and consumer satisfaction on customer engagement, by means of the questionnaire as the records collection mechanism. The applicants of the research study are subscribers of Batelco, Stc and Zain telecom companies in the Kingdom of Bahrain. The statistical instruments used for the study are multiple regression analysis and the Likert scale used for quantitative research to get first hand data. The study reveals that changing barriers such as cost of moving in and cost of interpersonal relationships influence customer loyalty, while attractiveness of alternative and risk of losses does not influence customer loyalty either. The study finds customer-satisfaction affects customer loyalty at the other hand. The report presents the researcher's guidelines for evaluating certain issues around the impact of switching barriers in the telecommunications sector in the Kingdom of Bahrain. This is also proposed that in the future the relationship between breaking barriers and consumer loyalty is to be carried out in all kinds of loyalty classes. Adding more variables in this research, the researchers can make deep study in the same area.

The Effects of Switching Barrier on Customer Loyalty in Telecommunication Services in Kingdom of Bahrain

This research focuses on the effects of switching barriers and satisfaction of customer on customer loyalty in Kingdom of Bahrain's telecommunication subscribers. For this study, a number of evidences processing techniques and instruments were used and carried out by performing a customer loyalty inquiry, a subscriber activity for the three telecommunications services companies in the Kingdom of Bahrain. The research aimed at estimating the effect of cost required to enter, interpersonal relationship, loss cost and competitiveness of substitutes such as changing barriers as well as consumer satisfaction on the retention of customers in the telecommunications services of the Kingdom of Bahrain. A study performed the efficacy of removing barriers and consumer satisfaction on customer engagement, by means of the questionnaire as the records collection mechanism. The applicants of the research study are subscribers of Batelco, Stc and Zain telecom companies in the Kingdom of Bahrain. The statistical instruments used for the study are multiple regression analysis and the Likert scale used for quantitative research to get first hand data. The study reveals that changing barriers such as cost of moving in and cost of interpersonal relationships influence customer loyalty, while attractiveness of alternative and risk of losses does not influence customer loyalty either. The study finds customer-satisfaction affects customer loyalty at the other hand. The report presents the researcher's guidelines for evaluating certain issues around the impact of switching barriers in the telecommunications sector in the Kingdom of Bahrain. This is also proposed that in the future the relationship between breaking barriers and consumer loyalty is to be carried out in all kinds of loyalty classes. Adding more variables in this research, the researchers can make deep study in the same area.

Telecommunication Business Information System and Investment Ecosystem in a Growing Economy

The current research investigated the telecommunication subscriber data in 2020 from the system report of Nigeria Communication Commission (NCC), which revealed that Nigerian monthly subscriptions are progressively increasing per monthly spending, reaching a total of 186 million telecommunication subscribers in January 2020, while in February the number of subscribers hit 187.4 million and 189.3 million in March of the first quarter (Q1) of 2020. In the second quarter (Q2) of April 2020, the number of telecommunication subscribers hit 191 million, while in May 192.3 million subscribers are recorded and 196.4 million subscribers in June 2020. The research further established that Nigerians spend N320 billion in January 2020 on calls and data services and N323.2 billion by February ending. Five structured questions were put forward to guide the outcome of the research findings. The findings of the research suggest that if the government does not regulate the citizens spending on telecommunication essential services, many Nigerians will be forced to spend out of pocket by 2030.

Understanding Why People Change Their Technology Use in Protests: User Study on Ebonyi State Mobile Telecommunication Subscribers Experiences

The rise in consumers complains against their service/tech providers has empowered government of various nations to set up Consumer Complaint Commissions. Some corporate organizations who wish to handle the complaints of their customers usually set up an in-house/internal customer care centres, a platform through which they attend to their customers’ needs. This research therefore is interested in exploring the reasons for user-protests among the mobile telecommunication subscribers in Ebonyi State, Nigeria against their network service providers. To arrive at this, we designed a research questionnaire to capture the experiences of the subscribers of the 4 major mobile telecommunication network service provider companies operating in the state. The participants were recruited through physical administration of research instrument and social media such as facebook, whatsapp and email platforms with a total of 72 participants feedbacks received. The users responses on the various issues raised on our questionnaire were thematically analyzed and represented using adequate data presentation tools. Our results proved that there are growing numbers of disgruntled customers among subscribers of the various network providers. From our survey, we gathered that 81.90% of the respondents have engaged in protest use at one point or the other against their service providers with MTN network topping the list with 36.50%, followed by GLO network 27%, Airtel network 23.80% and 9 Mobile 12.70%. Finally, we proposed a design prototype named “Komplain” that will serve as rallying system for the protest users to use and prosecute their actions. The system can also recommend actions which the protesters may undertake.

Attitude of mobile telecommunication subscribers towards sim card registration in Lagos State, Southwestern Nigeria

Despite the concerted effort of the Nigeria Communication Commission (NCC) to ensure that Nigeria mobile phone subscribers register their SIM cards, there has been some level of apathy on the part of the mobile phone subscribers. This study investigated the attitude of mobile telecommunication subscribers towards SIM card registration in Lagos Metropolis, Nigeria. The theories of planned behaviour and reasoned action were adapted for the study because they provide the necessary constructs that help to investigate the attitudes of telecommunication subscribers. The purposive sampling technique was adopted in selecting five local government areas within Lagos. Random sampling method was used to select 300 mobile phone subscribers. In total, 290 responses were collected and were found usable. Data analysis was performed using statistical methods, and Spearman’s correlation analysis was used to test relationship between the variables of interest. The results of the study revealed that SIM card users have positive attitude towards SIM card registration. Perceived usefulness and perceived ease of use significantly influenced subscribers attitude towards SIM card registration with both of them having negative significant relationship with attitude towards registration (r = −.116, r = −.132, p < 0.05) respectively.

Factors influencing telecommunication subscribers’ decision to port among network providers in Nigeria.

Telecommunication subscribers’ retention and satisfaction are important goals for telecommunication network operators on their way to superior economic success in the liberalized Nigeria telecommunication market. The tight competition brought about by Mobile Number Portability(MNP) has resulted to the need for telecommunication service providers in Nigeria to constantly tune and fine-tune their marketing strategies to meet the dynamic behaviour and expectations of subscribers on quality service delivery. The Factors influencing telecommunication subscribers’ decision to port among network providers in Nigeria, Adopting a crosssectional survey design, a simple random sampling technique was used to enroll 378 subscribers of the four major network operators (MTN, Glo, Airtel, 9Mobile) aged 18–59 years and above residing in the three geopolitical zones (Owerri Municipal Orlu, and Okigwe) in Imo State into the study. Structured questionnaire was used for data collection, recorded significant facts in relation to subscribers’ decision to port among network providers. The hypothesis testing result of regression analysis using SPSS, a statistical software window version 21.0 to analyze and investigate the influence of Service quality, Network coverage, Call rate/tariff/price, Promotion, Customer care/ services as independent variables against the dependent variable confirmed that Service quality, Network coverage, Call rate/tariff/price, Promotion has significant influence on subscribers’ decision to port among network providers in Nigeria with significant levels less than 0.05 that is (0.000, 0.000, 0.014, 0.018) respectively. The factor identified as not having significant influence on subscribers’ decision to port is Customer care/services with significant levels greater than 0.05 that is 0.074. It is recommended that the network operators should assume the adequate control and management focus more on network extensions to various location where there is low network coverage, such that subscribers will be able to operate smoothly. It is also advised that more investment be made to enhance quality service delivery, and sustainable promotions, while also concentrating on price reduction both for data and call services as a way of increasing subscribers’ base.

Phase detection method embedded devices in telephone line

Interception of telephone communications and listening rooms equipped with telephones is the most likely threats to information security telecommunication subscribers. Although developed many methods and identify telephonebugs, but given the development of information technology, the search for new methods of detecting unauthorized connections to ATL. Design and investigate of linear bridge adapter for detecting unauthorized connectionsto telephone lines is described in this article. Ablock diagram of device for implementing the phase detection method of telephone bags is shown. A mathematical model of the linear adapter is developed and an efficiencyof its operations is analyzed. The synchronousdetection using for increasing of the device noise immunityis augmented.

Platform and applications for massive-scale streaming network analytics

The ability to analyze massive amounts of network traffic data in real time is becoming increasingly important for communication service providers, as it enables them to optimize use of their service infrastructure and develop innovative revenue-generating opportunities. In particular, the real-time analysis of perishable user traffic (which is not stored because of privacy, regulatory, and other constraints) can provide insights into the use of applications and services by telecommunication subscribers. In this paper, we describe the design and implementation of a novel system for real-time analysis of network traffic based on IBM InfoSphere® Streams, a scalable stream-processing platform, which provides access and analysis with respect to the data objects and communication patterns of users at the application layer, in contrast to simple packet- and flow-based analysis that most current systems provide. We discuss our design considerations for such a system and further describe analytics applications developed to showcase its capabilities: online identification of most-frequent objects, online social network discovery, and real-time sentiment analysis. We also present performance results from a pilot deployment of this platform and its applications that analyzed Internet traffic generated by users at a large corporate research lab.

Factors affecting customer switching resistance among telecommunication subscribers

The article examines relationship of switching cost, trust, perceived satisfaction, corporate image and length of relationship on customer switching resistant behavior. A conceptual model assuming relationship between the above mentioned independent and dependent variables was developed and tested on the subscribers of telecommunication industry in Bangladesh. Multiple regression analysis was employed to test the hypotheses. The results indicate that switching cost and length of relationship have a positive and significant influence on customers’ switching resistance, while other factors such as trust, perceived satisfaction and corporate image are not as critical to the outcome.

Searching customer patterns of mobile service using clustering and quantitative association rule

This study presents the patterns of use for additional services that are currently provided to mobile telecommunication subscribers in Korea. Factor analysis, clustering and quantitative association rules are used to find the service adoption patterns of segmented groups. From the analysis, three types of user groups are identified. The first group consists of a new generation of customers who utilize chargeable additional services using the 'direct button', for leisure and entertainment. The younger generation use their mobile phones more frequently than the older generation, and tend to display higher usage patterns for a variety of additional services. The second group utilizes practical additional services that are low-priced or free such as 'data service' and 'phone-to-phone service' via 'Caller ID request service'. The customers in the final group are people who have no general usage characteristics. This paper utilizes the association rules found in each cluster to provide strategic guidance to enhance mobile service market of the corresponding group.

Multi-attribute scoring method for mobile telecommunication subscribers

The measurement of customer value has become a key issue for developing and maintaining successful customer relationship. To measure the value of each customer, it is necessary to consider not only the direct monetary term but also the potential customer value. In this paper, we propose a multi-attribute customer evaluation procedure for mobile telecommunication subscribers. At first, customers are clustered using a single linkage clustering method, then each segment is evaluated based on data envelopment analysis (DEA), which is frequently applied for multi-attribute evaluation problem. Finally, neural network model is used to evaluate each individual customer's value based on DEA results. The proposed method is applied to the mobile telecommunication subscriber data. It is expected that telecommunication companies can focus on target marketing to maximize the overall profit based on the efficiency score of customers.