Process Framework for Subscriber Management and Retention in Nigerian Telecommunication Industry

in the global telecommunication industry. Hence, a dominant approach for subscriber management and retention is churn control, since it is cheaper to retain an existing subscriber than acquiring a new one. Predictive modeling employs the use of data mining techniques to identify patterns and provide a result that a group of subscribers are likely to churn in the near future. However, the effectiveness of subscriber retention strategy in an organization can be further boosted if the reason for churn and the timing of churn can also be predicted. In this paper, we propose a data mining process framework that can be used to predict churn, determine when a subscriber is likely to churn, provides the reason why a subscriber may churn, and recommend appropriate intervention strategy for customer retention using a combination of statistical and machine learning techniques. This experiment is carried out using data from a major telecom operator in Nigeria

Sales Promotion and Consumer Loyalty: A Study of Nigerian Tecommunication Industry

In today’s competitive business world customers are considered to be kings. Customers have several choices to make among alternative products, and they exercise a high level of influence in the market with respect to product size, quality and price. Hence, it is important for producers to meet the needs of customers in order to stay competitive. One of the marketing communication tools that is used in attracting the attention of the customer and build their loyalty is sales promotion. The aim of this paper therefore is to determine the effect of sales promotion on customer loyalty in the telecommunication industry. In this study, the survey method was used in gathering information from the respondents. Simple random sampling was used to select a sample size of 310, while descriptive and inferential statistical analyses were conducted with the aid of SPSS software. Producers spend a large part of their total marketing communication expenses on sales promotion. Hence, this paper attempts to find the effect of sales promotion on customer loyalty using a sample of customers of mobile telecommunication services. The paper found that, there is positive relationship between sales promotion and customer loyalty. More importantly, it was discovered that non-loyal customers are more prone to switch to competing products as a result of sales promotion than loyal customer

The Effect Of Customer Satisfaction, Customer Trust On Custromer Loyalty Of The Card Users Of PT. Indosat Tbk

The research was conducted on Indosat GSM cellular card customers residing in the city of Bandung. The purpose of this study was to determine whether there is an effect of customer satisfaction and customer trust on customer loyalty in the PT. Indosat Tbk, and how much the level of customer loyalty after using the service provider Indosat. This research was conducted with statistical and descriptive methods. It is intended that the study can obtain accurate results, so the results can be trusted. Population is both the card users of Indosat for at least 6 months and those who had used the service provider Indosat. The samples were 113 respondents. The method used was the accidental sampling. The process and analytical method employed a path analysis to test hypotheses about the effect of customer satisfaction and customer trust on customer loyalty. Questionnaire instruments were developed and were processed by using a computer-assisted program SPSS 14.0 for windows and Amos 5.0. The results showed that the best model is a Theoretical Model 2. In model 2 customer trust was described as an antecedent to affect customer loyalty as compared with a Theoretical Model 1 with customer satisfaction as an antecedent. The model shows a significant relationship of trust with satisfaction and customer loyalty. Key words: Satisfaction, Trust and Customer Loyalty

Value creation in mobile banking

The convergence of the Internet and mobile networks creates new opportunities and applications. Treating mobile business as simply an extension to the traditional web could result in missing out unique differentiated qualities for new value-added possibilities. Mobile Banking is considered to be one of the most value-added and important mobile service available. The current research examined technological changes in mobile networks and innovative attributes of Mobile Internet. It has advanced the theoretical framework of innovation in service to develop a customer centric analysis of mBanking value proposition. The article goes on to discuss critical factors in the diffusion of mBanking and explores reasons of failure and further prospects of success.Mobile Banking

Rural consumers' adoption of CRM in a developing country context

This paper illustrates how understanding consumer preferences through market research may enhance CRM adoption among the rural customers of a developing country like Bangladesh. It presents the case of Community Information Centre (CIC) established by Grameenphone, a company owned by Telenor, the Norwegian telecommunications company and Grameen Bank, the Nobel prize winning micro credit organisation in the rural settings of Bangladesh. The paper shows that CIC is an innovative way of building and maintaining customer relationships and technological interface with the financially constrained consumers in a poor developing economy like Bangladesh

Economic Development Potential through IP Telephony for Namibia

IP telephony, economic growth, telecommunications, ICT, Granger causality, Namibia

An empirical study on Marketing strategy of telecom sector in Gujarat State

Not availabl

The Moderating Effect of Brand Architecture on the Relationship Between Responsiveness and Customer Loyalty Among Telephone Mobile Subscribers in Kenya

The brand architecture of an organization enables customers to enjoy a wide range of services by the same service giver. The purpose of this study was to assess the moderating effect of brand architecture on the relationship between responsiveness and customer loyalty in the mobile telecommunications industry in Kenya. The objectives of the study were to establish the effect of responsiveness on customer loyalty and to find out the moderating effect of brand architecture on the relationship between responsiveness and customer loyalty. An explanatory survey design which is a quantitative research design was adopted. The theory of reasoned action guided the study. The subscribers of the four telecom mobile providers, (Safaricom, Airtel, Telecom Kenya Limited (Orange), and Essar (YU), in Eldoret Town (Western Kenya) were targeted. They totaled over 306,683. A sample size of 500 respondents was selected using stratified and systematic sampling which are probability sampling designs. Questionnaires with Likert scale questions were used to collect data. Multiple regression and Hierarchical moderated regression analysis were used for data analysis. Before brand architecture was introduced into the relationship, it was established that responsiveness determines customer loyalty of mobile subscribers of telecom mobile providers as the four items used had a significant effect on customer loyalty. After the introduction of brand architecture into the relationship it was established that there was both a positive effect and a negative effect. Only one item had a significant effect on customer loyalty. While deciding on offering more services to the subscribers, the telecom mobile providers should know that the relationship between their responsiveness and customer loyalty will change