The effect of overspending on tariff choices and customer churn: Evidence from mobile plan choices

Jin, Haofeng

doi:10.1016/j.jretconser.2022.102914

Cited by 8 publications

(3 citation statements)

References 41 publications

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“…Hal ini memberikan mereka kekuatan ekonomi untuk melakukan pembelian dan investasi. Dengan akses keuangan yang bertambah, penggunaan alat pembayaran yang mudah dan cepat seperti mobile payment menjadi semakin relevan (Jin, 2022). Keempat, faktor teknologi juga berperan.…”

Section: Hasbiunclassified

Mobile Payment in Overspending Behavior with Gender as a Moderating Variable: Empirical Evidence from Gen Z

Hasbi

2024

sosial

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The exploration of the impact of mobile payment integration on consumer behavior represents a compelling avenue of inquiry within scholarly discourse. Despite the burgeoning adoption rates of mobile payment systems, empirical research delineating its ramifications on consumer spending tendencies, particularly in terms of propensity towards overspending, remains relatively sparse. Mobile payment platforms offer unparalleled convenience, facilitating transactions across diverse contexts, yet potentially precipitating a surge in consumer expenditure. This study endeavors to elucidate the intricate relationship between mobile payment usage and tendencies towards overspending, with a particular focus on Generation Z, a cohort known for its digital fluency and proclivity towards embracing technological innovations. Employing a quantitative research methodology, structural equation modeling (SEM) is employed to dissect the nuanced impact of mobile payment adoption on consumer behavior. Drawing upon a sample of 105 Generation Z respondents, data collection was conducted online via Google Forms disseminated through various social media platforms to ensure a diverse and representative sample. Furthermore, this inquiry investigates the moderating role of gender in shaping the nexus between mobile payment utilization and overspending behavior, seeking to discern potential gender-based disparities in consumer spending patterns engendered by mobile payment adoption. The findings underscore a significant positive association between mobile payment usage and proclivities towards overspending, indicating that heightened engagement with mobile payment platforms correlates with increased consumer expenditure tendencies. Moreover, gender emerges as a salient moderator in this relationship, with females exhibiting a heightened susceptibility to consumer behavior relative to their male counterparts.

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Section: Hasbiunclassified

Mobile Payment in Overspending Behavior with Gender as a Moderating Variable: Empirical Evidence from Gen Z

Hasbi

2024

sosial

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“…Previous instances of satisfaction exert an influence on customer satisfaction (Ekinci et al, 2008). Numerous studies have indicated that satisfaction is the main driver of loyalty in telecommunication services, both in general and in bundled service packages (e.g., Calvo-Porral et al, 2017; Dey et al, 2020; Gao et al, 2023; García-Mariñoso & Suárez, 2019; Jin, 2022; Quoquab et al, 2018). Moreover, satisfaction has been identified as the key variable of customers’ inclination to shift to a new telecom service provider (e.g., Calvo-Porral et al, 2017; Dey et al, 2020; Eshghi et al, 2007; García-Mariñoso & Suárez, 2019; Izogo, 2015; Quoquab et al, 2018) and the main determinant of customer loyalty in bundled services (Moreira et al, 2017).…”

Section: Churn Determinantsmentioning

confidence: 99%

Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services

Ribeiro,

Barbosa,

Moreira

et al. 2024

Sage Open

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The telecommunications industry is highly competitive, as operators engage in fierce attacks, especially in bundled services, to acquire new customers originating high churn rate. The objective of this paper is to gain a comprehensive understanding of the factors influencing the switching of operators for bundled services among telecom operators. The paper includes a quantitative study with 3,004 customers utilizing bundled services from a Portuguese telecom operator. Employing covariance-based structural equation modeling and logit regression, the research shows that internet service, television service, and the service provided by the contact center exert the greatest impact on loyalty to the operator. In contrast, landline service has an insignificant effect, while loyalty has a negative influence on customer churn. This study offers telecommunications managers insights for identifying the main factors to retain customers and curbing customer defection. Additionally, it provides a framework for assessing customer experience within bundled telecom services, which is useful for researchers, managers and marketing practitioners alike.

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“…Marketers can determine the approach that will be most successful in communicating with each unique consumer by segmenting their customer base. Marketers can zero in on particular demographic, behavioral, and other characteristics of their target audience by conducting in-depth analyses of vast amounts of data about existing and prospective clients [4], [5].…”

Section: Introductionmentioning

confidence: 99%

Analysis of Unsupervised Machine Learning Techniques for an Efficient Customer Segmentation using Clustering Ensemble and Spectral Clustering

Hicham¹,

Karim²

2022

IJACSA

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Customer segmentation is key to a corporate decision support system. It is an important marketing technique that can target specific client categories. We create a novel consumer segmentation technique based on a clustering ensemble; in this stage, we ensemble four fundamental clustering models: DBSCAN, K-means, Mini Batch K-means, and Mean Shift, to deliver a consistent and high-quality conclusion. Then, we use spectral clustering to integrate numerous clustering findings and increase clustering quality. The new technique is more flexible with client data. Feature engineering cleans, processes, and transforms raw data into features. These traits are then used to form clusters. Adjust Rand Index (ARI), Normalized Mutual Information (NMI), Dunn's Index (DI), and Silhouette Coefficient (SC) were utilized to evaluate our model's performances with individual clustering approaches. The experimental analysis found that our model has the best ARI (70.14%), NMI (71.75), DI (75.15), and SC (72.89%). After retaining these results, we applied our model to an actual dataset obtained from Moroccan citizens via social networks and email boxes between 03/06/2022 and 19/08/2022.

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The effect of overspending on tariff choices and customer churn: Evidence from mobile plan choices

Cited by 8 publications

References 41 publications

Mobile Payment in Overspending Behavior with Gender as a Moderating Variable: Empirical Evidence from Gen Z

Mobile Payment in Overspending Behavior with Gender as a Moderating Variable: Empirical Evidence from Gen Z

Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services

Analysis of Unsupervised Machine Learning Techniques for an Efficient Customer Segmentation using Clustering Ensemble and Spectral Clustering

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