The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services

Getting what you paid for: Fighting wireless customer churn with rate plan optimization

“…15,16,31 Dissatisfaction on pricing has become one of the major determinants of customer churn in the service industry. 1,32 Faced with high acquisition cost, high customer churn rate and the need to further defend their market position, wireless carriers are seeking improved customer retention strategies to better protect their customer base. This research study provides wireless carriers with a holistic view on the concept of ' rate plan optimization ' in terms of its usefulness in reducing customer churn rate, and explores how this strategy affects the lifetime value of their wireless subscribers.…”

Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality

“…SERVQUAL was specifically used for fixed line telephone services (Leisen and Vance 2001), fixed line and mobile services (Johnson and Sirikit 2002), and mobile services (Van der Wal, Pampalis and Bond 2002).When it comes to mobile services, Wang and Lo (2002) found that network quality and empathy are the two most important factors of service quality perception among Chinese users of mobile services, while Ranaweera and Neely (2003) used SERVPERF for a fixed line telephone services study, but with slight modification; they included prices and indifference, which are confirmed in having moderate effects on service quality perception. Kim, Park and Jeong (2004) found that service quality had a strong impact on customer satisfaction and that call quality was the most important factor affecting service quality perception. Mobile service providers were studied in different cultural contexts e.g.…”

Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences

“…They found that "the most significant predictors of customer satisfaction are: competitiveness, relational quality, reliability, reputation, support features, and transmission quality". Other studies found that satisfaction in telecom industry is determined by factors like voice call quality, wireless coverage, and the customer complaint process (Kim, Park, & Jeong, 2004). …”

“…loss of customers), mobile service providers must seek effective customer retention strategies. According to some studies, the major churn determinant was found to be the dissatisfaction of customers on pricing (Wong, 2009;Kim, Park, & Jeong, 2004;Keavency, 1995).…”