Customer-Switching Behaviour for Telecom Service Provider

Gunjan Malhotra, Surinder Kumar Batra


The paper tries to find reasons why customers switch service providers in the telecommunication industry. The Keaveney Model on customer switching behaviour (CSB) in service industries and Porter’s Five Forces Model. The working employee’s data was gathered from the telecommunication industry and was analysed using exploratory factor analysis. To retain a customer, the service provider has to maintain relationship with the customer by providing lucrative offers for their friends and family. The study is original as it identifies the reasons why a customer switches to other service provider. 

Keywords:  Customer-switching behaviour; Telecom service providers; Keaveney model; Porter Model, competition.

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