...CUSTOMER SATISFACTION AND CUSTOMER RETENTION OF TELECOMMUNICATION COMPANIES IN BANADIR REGION BY Open University of Malaysia CUSTOMER SATISFACTION AND CUSTOMER RETENTION OF TELECOMMUNICATION COMPANIES IN BANADIR REGION Project Paper Submitted in Partial Fulfillment of the Requirement of the degree of Master of Business Administration ABSTRACT After the collapse of the central government in Somalia, the telecommunication industry was almost dismantled in the period (1991-1993). Since 1993, the telecommunication industry in Somalia has grown many folds; new companies joined the market to reap the potentials of this growing industry. Companies worked hard to introduce more innovative products to satisfy, attract and retain customers. This study seeks to describe the relationship between customer satisfaction and customer retention of Hormud and Nationlink, mobile phone operators in Mogadishu, Somalia. The method used was descriptive correlation design. Customer satisfaction indicators were: price, call clarity, and value-added services. Customer retention is indicated by: intention to repurchase, positive word-of-mouth, and patience towards price. In the descriptive analysis section, customer retention was low on all aspects of: intention to repurchase, positive word of mouth, and patience towards price. The results also showed that customer...
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...1 | P a g e State of the Mobile Nation Switching Attitudes and Behaviours of Mobile Phone Service Providers in Australia Final Report Dr David Gray Dr Steven D’Alessandro Dr Leanne Carter Macquarie University Department of Marketing and Management. March, 20122 | P a g e Table of Contents Executive Summary...........................................................................................6 (i) Introduction ..........................................................................................6 (ii) Objectives of the research ....................................................................6 (iii) Methodology ........................................................................................6 (iv) Key findings .........................................................................................6 (a) The performance of the mobile phone services market..........6 (b) Switching behaviour and savings achieved.............................7 (c) Consumer satisfaction with mobile carriers .............................7 (d) Major reasons for switching carriers.........................................7 (e) Switching costs..........................................................................8 (f) The role of inertia in limiting switching......................................8 (g) The reasons for not switching...................................................8 (h) Bill shock....................................................................
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...background of the essay is discussed in the first chapter .Then, the research findings about customer satisfaction in Apple iPhone is being discussed in the next chapter. This finding is found out by taking short interview of students and some working professionals in the University of Chester. In the end the research comes to conclusion with understanding about what drives customer to buy Apple iPhone in comparison to other mobile phones available in market. 1.1 BACKGROUND: The background of mobile handset industry and some information on Apple iPhone is discussed in this section. It contains some general idea of new upcoming mobile handset in the market and some relationship of customers and their purchase of these products. Oliver (1997), defines customer satisfaction as the fulfilment of customers’ response to the wants of his needs and wants. This adds the pleasurable level of this consumption with respect to a particular product or a service feature can either be under fulfilled or over. (Grigoroudis & Siskos, 2010). Therefore a brief study on customer satisfaction in Chester study regarding their satisfaction for the Apple iPhone is discussed. This section also describe the importance of the quality of customer service quality and its impact on customer satisfaction. 1.2 MAIN OBJECTIVES OF THIS RESEACH WORK: For the attainment of the broad objective of customer satisfaction discussed above, some of the specific objectives too needs to look forward: a) To make some...
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...sectors. Also, implementation of ‘the mobile number portability’ in October 15, 2008 in Malaysia has made it easier to switch to other service providers. Thus, the following are hypothesized: H1: A high level of switching cost is less likely to make mobile phone users switch to other service providers; and H2: A high level of switching cost moderates the relationship between service satisfaction and service switching. This paper will discuss the results of these two hypotheses tested using linear and moderated regression analysis. Data was obtained using a sample of about 500 employees and students of five public universities and two private universities in Malaysia. Findings from this study will develop insights to better strategize and effectively implement loyalty programs and so, prevent their customers from switching. Keywords: switching behavior, service quality, consumer satisfaction, mobile phone service usage Field of research: consumer behavioral aspects of marketing, mobile phone service SERVICE SWITCHING AND SWITCHING TELECOMMUNICATIONS INDUSTRY COST IN THE MOBILE Although switching is a common scenario in most service industries (Griffin & Lowenstein, 2001), it is more prevalent in telecommunication services (Lee & Murphy 2005). For example, the annual switching rate ranges from 20% to 40% in most of the global telecommunication service companies (Berson et al., 1999; Madden et al., 1999). Until two years ago, mobile service users in Malaysia faced significant...
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...ASSIGNMENT 1 CUSTOMER SATISFACTION AT BRITE BANK Brite Bank commenced operations a couple of years back and has a network of 25 branches, primarily operating in Mumbai, Pune, Nashik, Nagpur and some district capitals in Maharashtra. Started by a group of industrialists, the bank has been able to quickly commence operations and currently has more than 25,000 customers in its fold. The top and middle level management have been recruited from large private sector banks and are industry veterans. Ms Sneha Kulkarni, COO was a high flyer at one of the largest private sector banks, when she joined Brite. Her vision was to create a work force that could be nurtured on the vision and values of Brite Bank. Hence, all branch level officers and assistants were recruited and trained by the bank. For this, the bank tied up with AK Institute of Banking & Finance, a training institute, to provide initial training to probationary officers and Banking Assistants recruited by the bank. Advanced training was imparted by Brite’s own training team, both at the bank’s corporate office and at branch level. According to Brite, exemplary customer experience could be a unique differentiator to increase customer base. Large part of the initial infrastructure investment, was spent on creating an IT infrastructure which would enable the bank to quickly roll out value-added facilities like ebanking, mobile banking and enable tracking customer transactions, trends and behaviors. The bank scaled up to 25 branches...
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...BUSINESS MANAGEMENT NOVEMBER 2009 AbstrAct ABSTRACT This case study will be conducted in TMpoint Kuala Selangor. I would like to identify the difficulties faced by this organization in operating it shop. As this company is a serviceoriented organization, they need to satisfy customer’s needs and wants. Sometimes, they fail to achieve due to some problems or lacking. In this case, I will use the customer’s data of fixed-line termination and monthly statistical data on customer complain to explore the symptoms of low customer satisfaction. I also will conduct some observations in order to gather relevant data. The computer software package which is Statistical Package for Social Science (SPSS student Version 14.0 for Window) will be used to analyze the data that have been gathered, furthermore to identify the major problems faced by this organization. There are some symptoms that has been identified; there are increasing number of customer complain, fixed-line termination, not well-educating the customers and shortage of worker. When the problem has been identified, conclusion and recommendations will suggested to the organization in order to be the best service provider in the world. They need to take corrective action if they want to ensure company’s survilvalness. vii TABLE OF CONTENT TABLE OF CONTENT ACKNOWLEDGEMENT LIST OF TABLES LIST OF FIGURE LIST OF CHART ABSTRACT iv v vi vi vii CHAPTER 1: INTRODUCTION 1.1 BACKGROUND OF ORGANIZATION 1.2 PURPOSE OF...
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...Abhinav International Monthly Refereed Journal of Research In Management & Technology Volume II, January’13 ISSN – 2320-0073 CUSTOMER SATISFACTION AND EXPECTATION TOWARDS AIRCEL: A RESEARCH CONDUCTED IN WEST MIDNAPORE Debarun Chakraborty Sr. Lecturer, NIPS School of Management (NIPS Group), Kolkata Email: debarun84@gmail.com ABSTRACT The present study is aimed to determine the customer satisfaction & expectation towards a telecommunication company in West Midnapore which is a district of West Bengal. A descriptive study was conducted to achieve the objectives. In total 250 respondents filled a well-structured questionnaire having a list of statements pertaining to products, services & facilities provided by the service provider. Results reveal that the dimensions which influence the satisfaction level of customer’s are: Core services (like good coverage, good connectivity and network quality) and call rate. Further results show that there is a significant relation between the brand name and the preference of customers. Hence, it has been recommended that telecom companies should focus on connectivity, call rate, coverage and network quality. Keywords: Customer Satisfaction & Expectation, Customer Preference, Product Quality, Value for Money, Analysis of Strengths & Weaknesses of the Product. INTRODUCTION The breathtaking growth of the telecommunication companies in India over the last twenty years has made a history. The economic resurgence affected...
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...CHAPTER 1 1.1 INTRODUCTION Satisfying customers is one of the main objectives of every business. The message is obvious – satisfied customers improve business and dissatisfied customers impair business. Customer satisfaction is an asset that should be monitored and managed just like any physical asset. Introduction to Customer satisfaction: Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals." In a survey of nearly 200...
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...of Prepaid Mobile Cellular Operators: An Empirical Investigation Among Management Graduates in Central Haryana Ashutosh Nigam1, Rajiv Kaushik 2 1 Department of Management Studies, Vaish College of Engg. Rohtak, India drashutoshnigam@gmail.com 2 Department of Management Studies, Vaish College of Engg. Rohtak, India rajivkaushikprince@gmail.com Abstract A comparison of consumer’s perception regarding cellular mobile operators was done on five cellular operators in the prepaid segment. The paper focuses on how management students associate selected brands of mobile cellular operators. Discriminant analysis is used to map selected mobile cellular operators along with their attributes. Study investigates how consumers associate the attributes in different dimensions with reference to leading service providers. Operators do not differ significantly with regard to attributes. However, they vary in their promotional campaigning and years of existence in the market. Keywords: Perceptual Mapping, Brand, Sevice Quality, Quality of Experience. Introduction With liberalization and internationalization in telecommunication, service quality has become important means of differentiation of the brand to achieve business success. For last two decades the Indian cellular services is experiencing highest growth in terms of subscribers and revenue. Despite this, most of the cellular mobile services providers in India are primarily focusing on expanding their customer base tends to...
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...Virgin Mobile USA : Pricing for the Very First Time 1) Virgin Mobile targets the 14 to 24-year olds market. The case lays out three pricing options. Which option woul you choose and why ? All three options are very interesting for Virgin Mobile to introduce the American market. Considering Virgin Mobile’s background, goals and strategy, I would have choose the option 3 « A Whole New Plan » There are few reasons that explain this choice : Firstly, Virgin Mobile’s cultural values are to be innovative, fun. It also wants to make things different from its competitors and continuously improve customers’ experience through innovation. Indeed the options 3 offer something very different than competitors. Secondly, regarding the segment target, 14–24 years old, it is known that those categories can not pass the credit check with the current carriers due to their lack of revenue. The result is that this target market has been forgotten. Moreover, it is an age where teenagers are looking for “independence” and like to do things without parents. It is why the option 3 fit well. Thirdly, I believe that the option 3 is the one that fit the best selling model that has been chose by Virgin. In fact, it does not require any salespersons...
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...Refrigerators, Freezers, Air Conditioners, Televisions and Automobiles, Smart Phones and Home Appliances in Bangladesh.It is a sister concern of R.B. Group, (where R.B. stands for Razvi and Brothers) which is one of the topmost conglomerates of Bangladesh. It has been operating its businesses with great reputation since 1977. Walton has become a sensation among customers. It has several manufacturing plants in Bangladesh which are among the biggest ones in South Asia. Walton manufactures a wide range of products using the state-of-the-art technology, applying innovative designs and maintaining strict quality control system. The major products of Walton brand are: (1) Smart Phone (2) Motorcycle (3) Air Conditioner (4) Refrigerator and Freezer [having three manufacturing plants] (5) Television [3D LED, Smart TV, LED, LCD, CRT] (6) DVD Player (7) Microwave Oven and Steam Oven (8) Washing Machine (9) Iron (10) Domestic and Industrial Generators (11) Various kinds of home appliances (Blender, Juicer, Grinder, Rice Cooker and Pressure Cooker, Washing Machine, Electric Kettle, Induction Cooker, Sewing Machine, Hair Dryer etc.). The Walton’s management is very strict regarding the quality of the products. It gives highest priority to quality assurance system to ensure customer’s satisfaction maintaining all customers’ database. Since its first priority is customer’s satisfaction, it follows a very strong and strict quality control policy to maintain international...
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...ABSTRACT Agriculture is the most important sector of the economy of Bangladesh which provides 63% employment and contributing 18.6% to the national GDP. But unfortunately the farmer’s community is one of the most deprived ones in our country and frequent access to information remains one of the crying needs for a long time period. It can enable them to enhance their quality of life. It has been argued that telecommunication operators can come to aid in this respect. Telecommunications operators have already expanded their services and provided specialized agro-based services to the farmers. This paper attempts to investigate the attitude of the farmers about these agro-based services provided by the telecommunication operator. It also explored the characteristics of the user’s and their perception. Data were collected from 120 respondents who were the user of telecommunication operator’s agro-based services from selected areas from August 18 to October 15, 2011. The data were collected through a structured interview schedule. Evidence from interviews, personal observations suggest that most of the user of these services were young, had little farming experience with small farm side and from small to medium families. These services were treated helpful to overcome their obstacles to information collection but still not efficient like the means they use to collect information traditionally. They wanted information in various field of agriculture especially in the area of price...
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..."ASSESSMENT AND ANAYSIS OF CUSTOMER SATISFACTION WITH SERVICE DELIVERY OF MTN, KUMASI" By NAME: FRANCIS KWAKU DOGBE A Thesis submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology, in partial fulfillment of the requirements for the degree of COMMONWEALTH EXECUTIVE MASTER OF BUSINESS ADMINISTRATION October, 2011 DECLARATION I hereby declare that this thesis is the result of my own work except references cited that have been duly acknowledged. It has never been submitted for the award of any degree. Francis Kwaku Dogbe Name ……………….. Signature ………………. Date Certified by: S.A. Kyeremanteng (Supervisor) ………………… Signature ……………. Date Prof. I. K Dontwi (Dean IDL) ………………………… Signature ……………… Date. DEDICATION I specially dedicate this work to my lovely mother Petrina Yawa Adzimah and to all who inspired and encouraged me. ACKNOWLEDGEMENT I express my deepest gratitude to my Father Almighty God in heaven whose grace and mercy, I could not have come this far in life. To my supervisor, S.A. Kyeremanteng, I owe you a special dept of thanks for excellent support and guidance that enabled me to produce this work on time. I also thank my colleague staff at MTN-Kumasi Nhyiaeso branch for their support. Madam Charity Armoh also deserves a special gratitude for her immense financial support throughout this work not forgetting my special friend and brother, Kojo Abiw-Abaidoo and his wife for their moral...
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...PREFERENCES OF MOBILE NETWORK CUSTOMERS: - A CASE STUDY Project submitted to the Mahatma Gandhi University in partial fulfillment of the requirements for the award of the Degree of Bachelor of Arts in Economics Submitted by Jithin Thomas [Reg. No. SAAD10158223] Under the Supervision of Prof. Mr. Johnson K Joyce. MA, Assistant Professor Department of Economics, St. Berchmans College, Changanacheery DEPARTMENT OF ECONOMICS St. Berchmans College NAAC Reaccredited A+ College with potential for Excellence (Mahatma Gandhi University) Changanacherry 2010 - 2013 | St Berchmans CollegeNAAC Reaccredited A+ College with potential for Excellence | Changanacherry, Kottayam, Kerala, India – 686 101Tel: 0481 2420025, 2411121Fax: 91 481 2401472 | CERTIFICATE This is to certify that Jithin Thomas, is Sixth Semester BA Economics students (2010-2013) of this college and is submitted to Mahatma Gandhi University, Kottayam, in partial fulfillment of the requirement for the Degree of Bachelor of Arts in Economics and that this project has not been submitted earlier for the award of any degree, diploma, associateship, title or any recognition. Rev. Dr. Tomy Joseph Padinjareveetti, MA, Phd Principal St. Berchmans College Changanacherry Changanacherry Date: 12-04-2013 CERTIFICATE This is to certify that Jithin Thomas, is Sixth Semester BA Economics students (2010-2013) of this college and is submitted to Mahatma Gandhi University, Kottayam, in partial...
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...Project Report On GrameenPhone Customer Satisfaction Prepared for Dean of Faculty & Project Coordinator Professor Abdul Mannan Department of Business Administration East West University Prepared by Hussain Md. Abdur Razzaque ID # 1997-1-10-035 September 8, 2002 School of Business East West University September 8, 2002 To Professor Abdul Mannan Project Coordinator East West University 45-46, & 53 Mohakhali Dhaka – 1212 Sub: Submission of the Project Report on GrameenPhone Customer satisfaction. Dear Sir: With great pleasure I Hussain Md. Abdur Razzaque am submitting the project report on “GrameenPhone Customer Satisfaction” as a requirement of graduation for BBA for the BUS-498 course. I was encouraged and enthusiastic to go through the GrameenPhone office and as well as the Grameen Bank head office at Mirpur for collecting the detailed information of the origin and history of Grameen. I have also collected information from other primary and secondary sources. The findings are based on the primary data, personal interview, annual reports, newsletters, books, journals etc. I have considered your guideline very carefully and analyzed the project according to your instructions. Also I have tried to collect the background, organizational operations, mission statement & objectives, and do SWOT analysis etc about the customer satisfaction of GrameenPhone as much as possible I could. According to the requirement of the project I have written...
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