Customer-Switching Behaviour for Telecom Service Provider

Authors

  • Gunjan Malhotra Assistant Professor, Institute of Management Technology, Ghaziabad, Hapur Road, Raj Nagar, Ghaziabad – 201001, Uttar Pradesh
  • Surinder Kumar Batra Assistant Professor, Institute of Management Technology, Ghaziabad, Hapur Road, Raj Nagar, Ghaziabad – 201001, Uttar Pradesh

Keywords:

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

Abstract

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.

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Published

2019-11-16

How to Cite

Malhotra, G., & Batra, S. K. (2019). Customer-Switching Behaviour for Telecom Service Provider. International Journal of Business & Economics (IJBE), 4(2), 1–17. Retrieved from https://ijbe.ielas.org/index.php/ijbe/article/view/16

Issue

Vol. 4 No. 2 (2019): International Journal of Business & Economics (IJBE)

Section

Articles