CORPORATE COMPETENCE DETERMINING FACTORS IN CHINA TELECOM INDUSTRY IN ACHIEVING CUSTOMER SATISFACTION

Fortune Global 500 has awarded China Telecom the Most Honored Company, the Best Managed Company in the Asia Telecommunication Sector, as well as the Best Managed Company in Asia by esteemed international institutions for consecutive years. The gap is still large compared to China Mobile’s percentage of 80%, thus this research is performed to understand the determining factors in China Telecom Industry in achieving customer satisfaction. The current study is using the descriptive design as the most appropriate study design for this kind of study. This research is aimed at collecting primary data. From this study, the researchers have found out that price is significant to Customer Satisfaction. Based on the findings of this study, is states that a brand image is significant to Customer Satisfaction, the researchers have found out that the quality of services is not significant to Customer Satisfaction. Further study should take into consideration the longitude of time to collect proper data with a well and modified questionnaire. Thus, this research assisted the telecommunication industry to stay informed regarding the three imperative variables and consistently screen their consumer satisfaction thus guaranteeing the greatest fulfilment among the customers.  Article visualizations

An evaluation of total quality management practices on business performance of the Nigerian telecommunications sector: a case study of MTN Nigeria Limited

This study examines the effects of The Total Quality Management practices on Business Performance of the Nigerian Telecommunications Sector. A review of literatures on TQM shows that no study has been carried out on its application in the Nigerian Telecommunication sector hence the need for this research. To assess the situation One hundred and fifty (150) questionnaires were administered to customers of MTN Limited within the Lagos environ. These customers were randomly selected from five (5) different MTN customer care centres within the five divisions of Lagos State. These divisions include Epe, Ikorodu, Lagos Island, Lagos Mainland and Badagry. Thirty (30) questionnaires were administered at each centre. Fifty (50) questionnaires were also administered to employees of MTN and a total of twenty (20) questionnaires were administered to top management in the same organizations. The data collected were analyzed using descriptive statistics and regression analysis. Our finding revealed that 90.7% of the changes that occurred in employees’ satisfaction could be traced to the policy and commitment of top management. It also shows that 69.4% of the changes in customer satisfaction could be attributed to continuous training in quality. The study recommended among other things the training of telecommunications personnel on Total Quality Management practices and the adoption of alternative renewable sources of energy like solar to address their energy problems

Conceptualizations and Measurement Issues in Customer Loyalty: A Systematic Literature Review

Customer loyalty is amongst the main phenomenon of concern for marketing practitioners and academicians because of its link to organizational survival, development and growth. Loyalty reflects the customer’s sense of belongings or affections with the firm’s employee, product or service. These intentions directly affect the customer-rephrased behaviors, which is resulted into positive word of mouth. This study is based on systematic review of the current body of literature and issues that impede the current research related to customer loyalty domain in the telecom sector. This study also addresses the issues related to the robustness of measurements and conceptualizations in the past and contemporary research findings. For systematic review, Studies has been abstracted from the reputable search engines like Google scholar, Ebscohost, Research Gate and well reputable publishing groups like, Emerald, Elsevier, Science direct, Taylor & Francis. Systematic process was adopted for reviewing the literature of the selected studies. Moreover, Data for review is abstracted from the literature review and results revealed from the past and contemporary studies. Keywords: Customer Loyalty, Systematic review, Telecom sector

Determinants of loyalty and the effect of switching cost towards mobile telecommunication service providers in Malaysia

Customer loyalty has been a highly sought after topic among academicians and industry practitioners to enable growth and competitiveness enhancement. This research investigated the challenges plaguing the mobile telecommunication industry, namely fluctuating revenue despite growth in the number of users, sliding average revenue per user (ARPU) and reduced repeat purchase, in addition to scarcity in analysing switching cost’s mediating effect. These impose serious concerns that link to dwindling customer loyalty. This research also compared the preferences of postpaid and prepaid users pertaining to satisfaction, trust, service quality and switching cost towards customer loyalty. This study utilized a quantitative approach where the stratified systematic random sampling was employed and data was collected in the Klang Valley over a time frame of 105 days. The instrument used was a self-administered questionnaire whereas structural equation modelling (SEM) was exercised for statistical analysis. The findings revealed that service quality and switching costs were the driving forces of loyalty while service quality, too, advocates switching cost. Moreover, service quality and loyalty were found to be the only constructs mediated by switching cost. Satisfaction and trust were however, found not to predict loyalty and switching cost. In fact, there were no mediating effects of switching cost on satisfaction and loyalty relationship, similar to trust and loyalty relationship. Meanwhile, service quality and loyalty relationship were found to be important among postpaid users, contrary to prepaid users. The overall findings affirmed service quality as the key component of customer loyalty and switching cost; likewise they clarified that loyalty does not need to transpire in a continuum manner. These outcomes are immensely valuable to practitioners for strategizing and executing tailormade plans while enhancing knowledge pertaining to switching cost and customer loyalt

Quality of Services and Satisfaction of Customer:Mediated by Consumer Buying Decision

During era of 1990s, Paktel enjoyed the profits and hold market in a hand. As time goes on other providers entered into the market. Than rivalry was increased due to the saturated market. This conditions benefitted customers and put them in myth of to whom they select as their basic service providers. This study conducted with the aim to investigate the influence of quality of services QoS and role of family and friends F&F, on consumer buying decision CBD and satisfaction of customers SoC. 567 responses collected via field survey. The techniques of bootstrapping, PLS Algorithms, and structural equation modeling was used. Findings involve CBD positively and significantly mediate between QoS, F&F and SoC. Moreover positive and significant direct relationship founded between QoS and SoC Keywords: Quality of Services (QoS), Family and Friends (F&F), Satisfaction of Customer (SoC), Consumer Buying Decision (CBD). DOI: 10.7176/EJBM/11-12-18 Publication date: April 30th 201

Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. Second, this study investigates the role of customer satisfaction and trust in mediating the service quality and corporate image effects on customer loyalty in the context of ISP customers. By using the purposive sampling technique, this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that customer satisfaction, customer trust, and loyalty were directly affected by service quality and corporate image. Customer satisfaction and customer trust influenced customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty

Constraints to Expansion of the Telecommunication Sector in Kenya

The telecommunication industry is among key economic pillars of many economies today. Through the growth of this industry, developing nations such as China and India have been able to record massive economic growth. This study has established that for Kenya to match the economic growth rates being experienced ion other developing nations there is need to spur the growth of the telecommunication industry.  The study thus focused on determining the challenges that are hindering the Kenyan telecommunication industry from attaining growth rates experienced in other countries. Possible solutions to these challenges were also proposed. The study divided the challenges into industry based and customer based challenges. The study was conducted across all telecommunication service providers in Meru County, Kenya with results being generalised to represent the entire industry situation. Assessed industry based challenges were inter-firm competition and changing technology. The two challenges were analysed using a 3-point Likert scale to determine the extent to which they affected growth of the telecommunication industry; both factor recorded average weights of 2.6 implying that the two factors affected the industry growth almost to a similar extent. Assessed customer based challenges were inadequate customer loyalty and changing tastes and preferences. Based on 3-point Likert scale, it was established that changing customer tastes and preferences with an average weight of 2.51 affect the industry’s growth than changing customer loyalty, which recorded an average weight of 2.41. The research also established that if implemented, the proposed solutions to both customer - based and industry based challenges would result to increased growth of the telecommunications industry. Keywords: Telecommunication sector, Industry based challenges, Customer based challenge

Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction

This study sets out to investigate the influence of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction particularly in Pakistan telecommunication industry. To test the conceptual framework, multiple regression has been used to analyze the data collected from 450 respondents of Pakistan telecommunication companies operating in the Pakistan. This study reveals number of notable findings including the empirical verification that perceived value, customer expectation and corporate image significantly enhancing the customer satisfaction. We also observed that perceived service quality is negatively related to customer satisfaction but insignificant. Furthermore results shows that gender provides no basis for differentiation among variables in determining the customer satisfaction

Determinants of Customer Loyalty Towards Prepaid Mobile Cellular Services in Malaysia

This research focuses on the determinant factors of customer loyalty of the prepaid segment in the telecommunication industry. Customer is important in the telecommunication industry especially in the prepaid segment where there is no contractual relationship between customer and service provider. This study examines the relationships between customer satisfaction, service quality, perceived value and trust with customer loyalty. This research also examines the role of customer satisfaction as a mediator factor and switching cost as a moderator factor towards customer loyalty. The consideration of putting both mediator and moderator factors in this research allows a more precise descriptions on the relationship between all the variables mentioned and the outcome of the research. Hypothesized relationships are tested using survey responses from a sample of 398 respondents. The study sample was the students studying in Malaysian Universities. Results revealed a positive relationship between customer support service, service reliability, emotional value and trust with customer loyalty. Apart from that, customer satisfaction mediates the relationship between various determinant factors and customer loyalty. Switching cost does not moderate the relationship between customer satisfaction and customer loyalty. The results reported in this research are useful to both industry and academics in Malaysia, by providing relevant empirical data about customer loyalty in the telecommunication Industry. Results are compared with earlier findings and implications for future research are discussed. The results should be able to recommend the strategy in customer loyalty especially in the prepaid mobile services. This study could also be of interest to other on-line services firm, which shares the same characteristics with mobile phone service provider