Forecasting customer switching intention in mobile service: An exploratory study of predictive factors in mobile number portability

Shin, Dong‐Hee; Kim, Wonyong

doi:10.1016/j.techfore.2007.05.001

Cited by 149 publications

(148 citation statements)

References 33 publications

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“…The highest churn rate was among those aged over 50. It appears that age was a determinant of switching intention (Shin and Kim, 2008). However, the percentage of switchers across other age groups varies only slightly.…”

Section: Discussionmentioning

confidence: 84%

Consumer behaviour in the Thai Internet Service Providers

Thaichon¹

2015

AJBR

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This research aims to explore the characteristics and perceptions of Internet Service Provider' customers in order to provide a general picture of ISP subscribers and enable more customer-focused market strategies. Data was obtained from 2,059 Internet users in all the regions of Thailand via an online survey.The result shows that no noticeable differences were found among age groups in terms of the reasons for their switching. In contrast, customers with higher income were more likely to choose poor Internet service performance as the main reason to switch. Therefore, it is likely that age did not contribute to the respondents' motivation for switching while income was an important factor in switching behaviour. Additionally, high price and fewer promotional packages are popular reasons for switching among groups with the lowest levels of household income.Practical implications that can be drawn from this research will form a foundation for service providers in the home ISP to develop new retention strategies. As a result, ISPs will be able to reduce the current issues relating to customer switching in the home ISP.

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Section: Discussionmentioning

confidence: 84%

Consumer behaviour in the Thai Internet Service Providers

Thaichon¹

2015

AJBR

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“…Holland (1984) in Bansal (1997) Brand changing Carpenter and Lehmann (1985) Movement of buyers from one product to another Kasper (1988) in Bansal (1997) Non-repeat purchase behavior Reichheld andSasser (1990) in Bansal (1997) Customer defections Yi (1990) Curtailing patronage Bucklin and Srinivasan (1991) Inter brand substitutability Morgan and Dev (1994) in Bansal (1997) Changes in brand choice Keaveney (1995) The loss of continuing service customer Sambandam and Lord (1995) Inconsistency of brand choice from purchase to purchase Yi and Zeithaml (1990);Sing 1990, in Colgate and Norris (2001) The voluntary termination of an exchange relationship Bansal et al (2004) ; Bansal et al (2005) A termination of the relationship between customer and the service provider Lopez et al (2006) Losing a customer (from the firm's point of view) Shin and Kim (2008) Customer switching refers to migrating of customers from one provider to another While many studies focused on switching behavior, few research have been done regarding the switching after the MNP was introduced, especially in the Middle East region. The study aims to contribute to the switching literature, by identifying critical failure factors of switching.…”

Section: Authors Definitionmentioning

confidence: 99%

Switching Factors In Mobile Service Providers: A Qualitative Study From An Arab Country

Rouibah¹

2017

Proceedings of the International Conference on Transformations and Innovations in Management

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Mobile Number Portability (MNP) is the process by which a subscriber keeps his mobile phone number if he decides to switch between different mobile service providers (MSP). In this case, customers will not worry to inform their network of friends and family members that their number has changed every time they switch. MNP became effective in Kuwait on June 16, 2013 to increase competitiveness among MSPs. Many past studies focused on reasons that push customers to switch to different technologies, including MSPs and Internet service providers. However, these studies suffer from one main limitation; they lack of rationale and rigor in the research methodology implementations. Accordingly, these studies focused on a subset of factors without providing the rationale for their choice. To fill in this gap, this study investigates the drivers and obstacles that influence the switch of customers to other MSPs in Kuwait using a qualitative study that involves two different samples: Students (86) and non-students (137). This study succeeded to show 16 switching factors that are considered as push or pull customer to switch / stay with their current MSP. It is expected that study results will advance our knowledge to understand this complex process, and orient toward future studies.

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“…According to Shin and Kim (2008), Tsoukatos and Rand (2006), Cronin and Taylor (1992) and Kim et al (2015a) service quality is associated with loyalty and customer satisfaction. This association has been confirmed, and research has proven the positive role of service quality on customer satisfaction, which eventually leads to customer loyalty (Santouridis & Trivellas, 2010;Deng et al, 2009;Turel & Serenko, 2006;Kim et al, 2004;Rashed & Abadi, 2014).…”

Section: Service Qualitymentioning

confidence: 99%

How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

Irfan¹,

Shamsudin²,

Hadi³

2016

IJBM

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To investigates the importance of customer satisfaction in Pakistani mobile telecommunication market. This study explores whether customer satisfaction affects the relationship between customer loyalty and service quality, and also between customer loyalty and perceived value. The study found the coefficient of determination (R 2 ) for the overall model to be considerable. The role of customer satisfaction was significant in assessing the contribution of exogenous constructs to the R 2 value of endogenous constructs (f 2 > 0.35). All exogenous constructs in the model had good predictive relevance for endogenous constructs, as Q 2 value was above the threshold (0.156 for customer satisfaction, and 0.467 for customer loyalty). The q 2 effect size of customer satisfaction on customer loyalty is large (q 2 = 0.448). VAF accounted for more than 80% of both indirect effects, indicating the importance of customer satisfaction on the relationship between service quality and customer loyalty, and between perceived value and customer loyalty.

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Forecasting customer switching intention in mobile service: An exploratory study of predictive factors in mobile number portability

Cited by 149 publications

References 33 publications

Consumer behaviour in the Thai Internet Service Providers

Consumer behaviour in the Thai Internet Service Providers

Switching Factors In Mobile Service Providers: A Qualitative Study From An Arab Country

How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market

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