Consumer Satisfaction for Internet Service Providers: An Analysis of Underlying Processes
Information Technology and Management
Understanding mobile handheld device use and adoption
Communications of the ACM - Mobile computing opportunities and challenges
Investigating wireless web adoption patterns in the U.S.
Communications of the ACM - The digital society
What do we know about mobile internet adopters? A cluster analysis
Information and Management
Cell phone banking: predictors of adoption in South Africa-an exploratory study
International Journal of Information Management: The Journal for Information Professionals
International Journal of Mobile Communications
Managing IS adoption in ambivalent groups
Communications of the ACM
Financial implications of rate plan optimization in the post-paid mobile market
Telematics and Informatics
A new neural network based customer profiling methodology for churn prediction
ICCSA'10 Proceedings of the 2010 international conference on Computational Science and Its Applications - Volume Part IV
Expert Systems with Applications: An International Journal
International Journal of Information Management: The Journal for Information Professionals
Man's need or man's greed: The human rights ramifications of green ICTs
Telematics and Informatics
Agent based modelling and simulation: toward a new model of customer retention in the mobile market
Proceedings of the 2011 Summer Computer Simulation Conference
Mobile phone customer retention strategies and Chinese e-commerce
Electronic Commerce Research and Applications
Understanding the role of satisfaction in the formation of perceived switching value
Decision Support Systems
| Hi-index | 0.02 |
The unprecedented growth of competition in the wireless telecommunications market has raised the importance of retaining current customers. Retaining existing customers is much less expensive and difficult than recruiting new customers in a mature market such as the US wireless communications industry. In addition to the reduced cost, there is the potential and opportunity value of customers gained over a long period of time. Because wireless service is not a one-time sale like commodity products but rather, a continuous service, service providers can offer additional services over the length of a customer's tenure to generate more revenue. This study focuses on understanding the factors related to customer retention behavior, both behavioral factors such as switching costs and customer satisfaction and demographic factors. Its two goals are to understand (1) how factors that affect switching costs and customer satisfaction, such as length of association, service plan complexity, handset sophistication and the quality of connectivity, drive customer retention behavior, and (2) how customer demographics such as age and gender affect their choice of service plan complexity and handset sophistication, leading to differences in customer retention behavior. The methodologies used were a binary logistic regression model and a two-level hierarchical linear model.