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Author: Ching-Gee Wan
Publisher: Open Dissertation Press
ISBN: 9781374723115
Category : History
Languages : en
Pages : 202
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Book Description
This dissertation, "Customer Loyalty in Hong Kong's Cellular Market: an Integrated Framework and Empirical Study" by Ching-gee, Wan, 溫靜之, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: Abstract of thesis entitled Customer Loyalty in Hong Kong's Cellular Market: An Integrated Framework and Empirical Study Submitted by Wan Ching Gee for the degree of Doctor of Philosophy at the University of Hong Kong in April 2003 In the highly competitive mobile communications market of Hong Kong, customer loyalty has become the top priority for companies that wish to maintain market share and profitability. This paper aims to identify the potential determinants of customer loyalty in the mobile telecommunications industry. Based on the research literature on customer satisfaction, switching costs and service loyalty, an integrated framework which encompasses the constructs of overall satisfaction, relative satisfaction, price, switching costs as well as demographics and usage variables is developed. With the use of survey research method, an empirical study has been carried out in the mobile communications market of Hong Kong to examine the usefulness and the predictive ability of the framework. The research results support the framework posited in this paper and contribute to the understanding of customer loyalty in several ways. First of all, this study not only confirms previous research findings on positive satisfaction-loyalty linkage, but also complements previous research by providing a more comprehensive view on the relationship between satisfaction and switching intention. This research has found that the satisfaction-retention relationship is positive but asymmetrical, and the intensity of customer satisfaction has an impact on the satisfaction-retention linkage. Second, the statistical significance of the new construct of relative satisfaction is confirmed by the empirical results of the study, and its inclusion is hence justified. It is found that satisfaction towards a current operator relative to previous operator(s) that have been used significantly impacts on loyalty towards the current operator. Customers who are less satisfied with the present operator are less loyal than those who are equally satisfied or more satisfied with the current operator. Furthermore, empirical results from this study reveal that customers were more loyal if they considered the price they were paying for the mobile services was equitable. Sensitivity to price differential, defined as the percentage of price difference offered by another operator that will induce the customer to switch is also positively, though less strongly, correlated with switching intention. Regarding the impact of switching costs on the intention to switch, the presence of high switching costs deter customers from switching and its impact is more pronounced among dissatisfied customers. Last but not least, age and usage characteristics including the monthly minutes of use, the number of years using mobile phones and staying with the current network operator have significant impact on switching intention. The research findings not only enrich our understanding of customer loyalty in the cellular market, but also generate useful managerial implications for the practitioners in the industry on churn management and retention strategies. An evaluation of the existing loyalty programs is made, it suggests that network operators should make use of innovative value-added services, handset trade-in programs and group calling plans to enhance c
Author: Ching-Gee Wan
Publisher: Open Dissertation Press
ISBN: 9781374723115
Category : History
Languages : en
Pages : 202
Get Book Here
Book Description
This dissertation, "Customer Loyalty in Hong Kong's Cellular Market: an Integrated Framework and Empirical Study" by Ching-gee, Wan, 溫靜之, was obtained from The University of Hong Kong (Pokfulam, Hong Kong) and is being sold pursuant to Creative Commons: Attribution 3.0 Hong Kong License. The content of this dissertation has not been altered in any way. We have altered the formatting in order to facilitate the ease of printing and reading of the dissertation. All rights not granted by the above license are retained by the author. Abstract: Abstract of thesis entitled Customer Loyalty in Hong Kong's Cellular Market: An Integrated Framework and Empirical Study Submitted by Wan Ching Gee for the degree of Doctor of Philosophy at the University of Hong Kong in April 2003 In the highly competitive mobile communications market of Hong Kong, customer loyalty has become the top priority for companies that wish to maintain market share and profitability. This paper aims to identify the potential determinants of customer loyalty in the mobile telecommunications industry. Based on the research literature on customer satisfaction, switching costs and service loyalty, an integrated framework which encompasses the constructs of overall satisfaction, relative satisfaction, price, switching costs as well as demographics and usage variables is developed. With the use of survey research method, an empirical study has been carried out in the mobile communications market of Hong Kong to examine the usefulness and the predictive ability of the framework. The research results support the framework posited in this paper and contribute to the understanding of customer loyalty in several ways. First of all, this study not only confirms previous research findings on positive satisfaction-loyalty linkage, but also complements previous research by providing a more comprehensive view on the relationship between satisfaction and switching intention. This research has found that the satisfaction-retention relationship is positive but asymmetrical, and the intensity of customer satisfaction has an impact on the satisfaction-retention linkage. Second, the statistical significance of the new construct of relative satisfaction is confirmed by the empirical results of the study, and its inclusion is hence justified. It is found that satisfaction towards a current operator relative to previous operator(s) that have been used significantly impacts on loyalty towards the current operator. Customers who are less satisfied with the present operator are less loyal than those who are equally satisfied or more satisfied with the current operator. Furthermore, empirical results from this study reveal that customers were more loyal if they considered the price they were paying for the mobile services was equitable. Sensitivity to price differential, defined as the percentage of price difference offered by another operator that will induce the customer to switch is also positively, though less strongly, correlated with switching intention. Regarding the impact of switching costs on the intention to switch, the presence of high switching costs deter customers from switching and its impact is more pronounced among dissatisfied customers. Last but not least, age and usage characteristics including the monthly minutes of use, the number of years using mobile phones and staying with the current network operator have significant impact on switching intention. The research findings not only enrich our understanding of customer loyalty in the cellular market, but also generate useful managerial implications for the practitioners in the industry on churn management and retention strategies. An evaluation of the existing loyalty programs is made, it suggests that network operators should make use of innovative value-added services, handset trade-in programs and group calling plans to enhance c
Author: Ching-gee Wan
Publisher:
ISBN:
Category : Cell phone equipment industry
Languages : en
Pages : 304
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Book Description
Author: John URE
Publisher: Hong Kong University Press
ISBN: 9622099025
Category : Technology & Engineering
Languages : en
Pages : 537
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Book Description
No industry has expanded faster than telecommunications, gained so many new users, added so much value, spread so rapidly to the underdeveloped areas of developing countries, done so much to close the digital divide and provide access to e-learning, e-health, and e-commerce across the countries of the Asia Pacific. Telecommunications Development in Asia provides a completely new and comprehensive analysis of the policies adopted throughout the region that have led to the explosive growth of this sector. It is a sequel to the 1995 landmark publication, John Ure (editor) Telecommunications in Asia: Policy, Planning and Development, and like the earlier volume will become a popular and indispensable guide for professionals, policy-makers and regulators working in telecommunications-related sectors. Part One of this new book is thematic. It reviews global best practices across a range of key issues facing the industry, from regulation, competition policy and the provision of universal service, to interconnection between competing networks, the management of radio spectrum for the all-important wireless communications sector, and an assessment of innovation in the telecommunications equipment market. Part Two examines markets across the Asia Pacific region, exploring the themes of Part One through in-depth country studies. Policy and regulations, industry trends and markets are uniquely placed in their historical, economic and political context. No other publication offers such comprehensive insights and understanding of the dynamic of these markets. And like the 1995 book, this one looks likely to stand the test of time.
Author: Ouyang, Ye
Publisher: IGI Global
ISBN: 1522517510
Category : Computers
Languages : en
Pages : 231
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Book Description
The growing presence of smart phones and smart devices has caused significant changes to wireless networks. With the ubiquity of these technologies, there is now increasingly more available data for mobile operators to utilize. Big Data Applications in the Telecommunications Industry is a comprehensive reference source for the latest scholarly material on the use of data analytics to study wireless networks and examines how these techniques can increase reliability and profitability, as well as network performance and connectivity. Featuring extensive coverage on relevant topics, such as accessibility, traffic data, and customer satisfaction, this publication is ideally designed for engineers, students, professionals, academics, and researchers seeking innovative perspectives on data science and wireless network communications.
Author: Christian Zeidler
Publisher: Springer Science & Business Media
ISBN: 3834983012
Category : Business & Economics
Languages : en
Pages : 251
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Book Description
Christian Zeidler identifies the potential of mobile services for the management of customer relationships. He develops a framework that provides a technical infrastructure capable of leveraging these advantages through a service delivery platform. The author, thereby, provides a valuable tool for the integration of the mobile channel into the traditional marketing mix.
Author: Janice M. Burn
Publisher: Hong Kong University Press
ISBN: 9622094201
Category : Business & Economics
Languages : en
Pages : 395
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Book Description
The twenty-first century is frequently cited as the Asia-Pacific Century due to the phenomenal success of Asian countries over the last three decades. Nowhere has this been more visible than in Hong Kong which became the first Newly Industrialized Economy to enter the world's top ten trading communities in 1991. This book describes the current state of information technology (IT) exploitation in Hong Kong and the role of IT in the rapid advancement of the Asia-Pacific region. It raises issues - such as the impact of politics, culture and societal growth on IT effectiveness - but does not try to provide all the answers, and is therefore of interest to both business and IT managers in global organizations or companies operating in cross-cultural settings. It is also invaluable for students of business, management and IT who will play a strategic role in the future development of the new global economy.
Author: Yu Huang
Publisher: City University of HK Press
ISBN: 9629373513
Category :
Languages : en
Pages : 308
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Book Description
Over the last twenty years Hong Kong society has witnessed dramatic change, and nowhere is this better reflected than in the realm of media and communications. Across the fields of journalism, public relations and advertising, we can see the changing trends in terms of audience consumption and interaction. From technological developments to the shift in audience participation, the expectations and functions of these professions have been greatly altered. While many of these changes are occurring worldwide, within Hong Kong the processes of change have been further complicated by recent social and political events. Through a selection of essays by field experts, this volume explores the evolution of media itself as well as the complex causes underlying these developments. It identifies not only the difficulties and opportunities for media professionals today, but also the evolving role of the audience.
Author:
Publisher:
ISBN:
Category : Dissertations, Academic
Languages : en
Pages : 640
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Book Description
Abstracts of dissertations available on microfilm or as xerographic reproductions.
Author: United States International Trade Commission
Publisher: DIANE Publishing
ISBN: 9780788104251
Category : Cell phone equipment industry
Languages : en
Pages : 164
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Book Description
Examines the global competitiveness of the U.S. cellular communications industry. Covers: cellular service providers, cellular network equipment manufacturers, and cellular phone manufacturers. Focuses principally on cellular communications industries in the U.S., Europe, and Japan. Includes: government policies, regulatory and trade impediments, and R&D financing and expenditures. Glossary. Charts, tables and graphs.
Author: Olayiwola Bello
Publisher: Diplomica Verlag
ISBN: 3842884737
Category : Business & Economics
Languages : en
Pages : 73
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Book Description
With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry. This book attempts to assess and analyze the variables that influence a mobile phone subscriber?s loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire, constituting an 87% response rate, could be used for the analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers, while the generally low satisfaction with the present state of service delivery in the industry also plays a role. Therefore, the retention which the service providers were able to enjoy can be described as circumstantial. The given recommendations include that the service providers embark upon drives that will reduce dropped calls to a bare minimum, that they improve call quality, and that they develop SMS delivery standards.
