introduction chepter - 1m

8/12/2019 Introduction Chepter - 1m

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INTRODUCTION

According to, with compound annual growth rate (CAGR) of 18%, the countrys cellular

services market is projected to surpass $37 billion by 2012, while exceeding 737 million

connections at the same time. Cellular market penetration is projected to increase from 19.8%

in 2007 to 60.7% in 2012, not only due to the increasing focus on the rural market, but also

thanks to such domestic mobile handset segment, and lower handset prices. The Indian

mobile market continues to be dominated by prepaid subscribers, which accounted for more

than 89% of all mobile connections in 2007 and is expected to grow to more than 92% of the

connection base by 2012. The total services revenue for prepaid connections is expected to

grow at 18.9% CAGR for the period 2008-2012 and the total services revenue for post-paid

connections is expected to grow at 15% CAGR during the same forecast period. By 2012, the

prepaid subscriber base will cross 683 million and post-paid subscriber base will exceed 53

million subscribers. The mobile phones are progressively becoming cheaper and affordable

for people in the country with the increase in disposable income that improves the quality of

life in India. People are showing interest in new technologies like the option to access internet

using a mobile phone. Besides, mobile service providers are also adding new schemes, offers

and technology advancement in their services. This has resulted in more and more consumers

are buying mobile phones and switching between different service providers.

The Indian telecom sector, seen as providing the most affordable services in the world, has

grown by leaps and bounds in the last decade. This remarkable journey to 100 million

consumers is a testament to the vision and commitment of a company that benchmarks itself

with the best in the world,'' Sunil Bharti Mittal, chairman and group chief executive officer of

Bharti Enterprises said. (Times of India May 2009).

Switching behavior is a consumer behavior where the behavior of the consumers differs

based on the satisfactory level of the consumers with the providers or companies. Switching

behavior can be enunciated as the process of being loyal to one service and switching to

another service, due to dissatisfaction or any other problems. Even if a consumer is loyal to a

particular brand, if the brand does not satisfy his/her needs, the consumers switch to a

Competitor brand. There are different factors and determinants which affect the consumers in

switching their service from one service to another. The cost which is incurred during the


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INDIAN SENARIO:

Indian mobile market is one of the fastest growing markets and is forecasted to reach 868.47

million users by 2013. India has seen rapid increase in the number of players which caused

the tariff rates to hit an all time low. This allowed the players to target the low income

population thereby increasing the market share. The availability of a number of subscriber

options for consumers and varied tariff rates of each player, lead the consumers to switch

between service providers. The objectives of the study are to find the factors that influence

the consumers in switching the service provider and to delve into finding out the likeliness of

switching the service provider. The type of research used for this study is descriptive research

design. The area covered under this study was Chennai due to availability of well mixed

population base in Tamil Nadu. A well structured questionnaire was designed and

administered to collect samples across Chennai. Due to high population and need for variety

of respondents, Cluster Sampling method was chosen. The sample size was 112. The

variables considered for the study are Consumer demographics, Consumer satisfaction with

existing service provider, Factors influencing the switching behavior and factors that affect

the switching behavior of consumers and these were grouped into 4 categories namely

customer service, service problems, usage cost and others. The results from the study reveal

that call rates plays the most important role in switching the service provider followed by

network coverage, value added service and customer care while advertisement plays the least

important role. It is found that there is a relation between switching the service provider and

the factors (customer service, service problem, usage cost, etc.). After analyzing the findings

of the study, we propose that the mobile providers concentrate on increasing network stability

and setting tariff rates competitively.


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Telecom Operator Market Share as on 30th April 2013

Bhartis Market share decreased slightly from 19.99% in March to 19.91% in April 2011,

while Reliance increased it market share from 16.72% to 16.77% as compared to previous

month. Vodafone (16.56%) stands at 3rd way ahead of BSNL (11.13%), whose market share

is reducing rapidly. I think in TRAIs next report weshould see Idea taking over BSNL in the

fourth position.


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Macro cellular coverage verification

The results of computer based prediction tools, empirical models and even tuned predictions

with drive test data cannot determine the exact actual coverage. This is due to the fact that the

propagation characteristics in drive test area used for measurements in the pre-build stage

may be different from that in other areas, the tower heights, antennas patterns and locations

of the sites may also be different from that of the pre-build drive test. In cases where no pre-

build 33 drive tests are done, the accuracy of the coverage estimation is entirely dependent on

the accuracy of the databases. To exactly determine the actual service area and reliability,

post build coverage verification needs to be done. This is also done if the service provider

would like to ascertain that they have been delivered the network that they had agreed to buy.

Also the process of design and verification should be the same. If a cellular system is

designed using an empirical model in the pre-build stage, then the same model must be used

at the verification stage. Different measures for the design and verification cannot be used to

validate a design. There are different approaches to coverage verification. One of the earliest

approaches was proposed by David Talley[7] in 1965. In this approach, he recommends that

the initial coverage prediction be done using the Boese report. (37 dbu) carey contours. The

paper recommended that the 37 dbu field strength contour distance be derived from the

appropriate curve (extracted from Boese Report) for the transmitting antenna height above

average terrain within a distance of 2 to 10 miles from the base station. Also the height of the

center of the antenna above the average ground elevation for each radial direction has to be

resolved by subtracting the average terrain elevation from the height of the center of the

antenna. The point where the selected curve crosses the 37 dbu line shows the distance in

miles corresponding to field strength of 37 dbu received from a base station of 250 watts

effective radiated power (ERP). The paper recommended that for coverage verification,

measurements be taken by driving 8 radial routes away from the base station. Then the

measurements should be compared to the 37 dbu field strength contour limits that were

formerly prepared. The paper states that there should be substantive agreement between the

Boese computed primary coverage area and the comparative results of the field radio survey

tests.


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Significant of study:

can be extended to study the usage of mobile services of different age groups and

accordingly new plans can be formulated.behavior of a particular cellular

service provider.

Objectives of study:

To measure the impact of price, reputation, service quality, advertisement, and distance

variables on switching cost.

Problem statement:

expansion.

is growing technically and becoming economical due to competitors

innovative and attractive services.

others to attract the consumers.

economic with the end result that consumers have less

switching cost.


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LITERATURE REVEIW

Richard Lee, Jamie Murphy, University of Western Australia (2005), their study investigates

determinants that cause mobile phone Customers to transit from being loyal to switching. It

concluded that there are different factors which affect the Customers to switch from loyalty toswitching intentions such as price, technical service quality, Functional service quality,

switching costs, etc. But, the rating was given that price is the most important factor which

affects the Customers to switch loyalties to another provider.

Mohammed Sohel Islam (2008), in his study examined the relationship between switching

cost, corporate image, trust and Customer loyalty. The research finds that although all the

independent variables, switching cost, corporate image, and trust have certain degree of

relationship with the dependent variable, Customer loyalty, only trust has the strongest

relationship with Customer loyalty.

Conor Twomey (2008), Department of Statistics, University College Cork, Ireland, they try

to identify hysteresis in the switching patterns of Customers in the Irish mobile phone

industry. It was not until the introduction by the Communication Regulator of full-number

portability that Customers began to take advantage of the savings that switching mobile

phone operator could produce. Through the use of experimental economics and by modelling

switching behaviour using the Preisach model, along with observed and market data suggests

that the average Customer is misguided and misinformed in his/her decision to switch to bill

pay. More realistically though, one can attribute this unexpected result to the enhanced

services and mobile phone subsidies that a Customer receives as a bill-pay Customer.

Mitja Pirc, Universitat Pompeu Fabra(2006), Spain, the Mobile telecommunications service

sector, in spite of providing high service quality and striving for Customer satisfaction, is

characterized by dynamic Customer activities and provider switching. By using the

consumption system perspective on mobile services and mobile phone, he provides the

explanation on the factors of Customer switching. It is found that the mobile services usage

effect on switching intentions is curvilinear (positive linear and negative quadratic) and that

only the budgetary constraint regarding the service matters and not the one related to the

mobile phone. Past mobile service providers switching experience also contributes to the


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intention to switch. Mobile phone ego involvement has positive impact on Customer

retention; however purchase involvement (both mobile phone and mobile services) increases

Customer risk.

Oyeniyi, Omotayo* and Abiodun Abolaji Joachim (2008), He attempts to find the

relationship between Customer services on Customer retention in telecommunication industry

in Nigeria. If retention is not managed, Customers loyalty may be lost. He examines the

potential constructs in Customer retention by investigating the chain of effects of retention

from Customer service, satisfaction, value and behavioural intention. The hypotheses are

supported except that a higher level of Customer satisfaction does not lead to Customer

loyalty. Customer satisfaction does not necessarily lead to Customers loyalty. It is assumed

that when the Customer is satisfied, then loyalty towards the telecom company is

strengthened. Their results, further show that the respondents in their study have a positive

impression towards their telecom companys ability to meet their changing needs.

Juan Pablo Maicas Lopez, Yolanda Polo Redondo and Fco, Javier Sese Olivan ,University of

Zaragoza, Zaragoza, Spain,(2006) their research shows how relationship marketing has

recognized the importance of building long-term relationships in increasing firms

profitability and guaranteeing their future viability. The results obtained show that the length,

depth and breadth of relationships help to determine Customers propensity to switch fixed-

telephone suppliers. Customers who maintain a long-lasting relationship with the firm

(length), use the service more (depth), and invest in complementary services (breadth) will

beless predisposed to switch. They conclude that Service usage reduces the probability of

switching and strengthens the relationship between the parties, encouraging them to seek a

long-term orientation.


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Research methodology

Research Design:

A research design is the arrangement of conditions for collection and analysis ofdata in a manner that aims to combine relevance to the research purpose with economy in

procedure.

Different research designs can be conveniently described if we categorize them as: (1)

research design in case of exploratory research studies; (2) research design in case of

descriptive and diagnostic research studies, and (3) research design in case of hypothesis-

testing research studies.

The research design used in this study is Descriptive research design.

Data Collection:

In dealing with any real life problem it is often found that data at hand are inadequate, and

hence, it becomes necessary to collect data that are appropriate. There are several ways of

collecting the appropriate data which differ considerably in context of money costs, time and

other resources at the disposal of the researcher.

Primary data can be collected either through experiment or through survey. If the researcher

conducts an experiment, he observes some quantitative measurements, or the data, with the

help of which he examines the truth contained in his hypothesis.

In this survey, the primary data was obtained by administering structured questionnaires. The

secondary data was collected through various literature reviews and articles.

Area of research:

North Gujarat


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Sampling:

The researcher must decide the way of selecting a sample or what is popularly known as the

sample design. In other words, a sample design is a definite plan determined before any data

are actually collected for obtaining a sample from a given population.

Samples can be either probability samples or non-probability samples. With probability

samples each element has a known probability of being included in the sample but the non-

probability samples do not allow the researcher to determine this probability.

This type of sampling is also known as chance sampling or probability sampling where each

and every item in the population has an equal chance of inclusion in the sample and each one

of the possible samples, in case of finite universe, has the same probability of being selected.

Sampling size:-

If we have to select a sample of 295 items from private university of the 10,000 students.


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Demographic Profile of Respondents

Frequency

Base on Gender

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Male 162 54.9 54.9 54.9

Female 133 45.1 45.1 100.0

Total 295 100.0 100.0

Interpretation:-

From the table we can say that the there are 55 percent that means 162 are male and 45

percent that means 133 are female in out of total 295 respondent.

55%

45%

Gender

Male Female


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Base on Age

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid 1625 157 53.2 53.2 53.2

2635 62 21.0 21.0 74.2

3645 26 8.8 8.8 83.1

4655 21 7.1 7.1 90.2

56 &

Above

29 9.8 9.8 100.0

Total 295 100.0 100.0

Interpretation:-

This table shows that majority of respondents belong to the age group between 16-25 i.e. 53%,

21% are of the age group 26-35, 9% are of the age group between 36-45,7% are of the age

group between 46-55 and the rest 10% are of the age group 56 & above

53%

21%

9%

7%10%

Age

1625 2635 3645 4655 56 & Above


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Base on Occupation

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Student 136 46.1 46.1 46.1

Business 40 13.6 13.6 59.7

Salaried 58 19.7 19.7 79.3

Housewife 39 13.2 13.2 92.5

Retired 22 7.5 7.5 100.0

Total 295 100.0 100.0

Interpretation:-

Majority of respondents were students i.e.46%, 14% were businssmen,20% were

employees,13% were housewife and the rest 7% were retired.

46%

14%

20%

13%7%

occupation

Student Business Salaried Housewife Retired


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Base on Income

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid < 10,000 96 32.5 32.5 32.5

10,000 - 20,000 49 16.6 16.6 49.2

20.000 - 30,000 60 20.3 20.3 69.5

30,000 - 40,000 52 17.6 17.6 87.1

> 50,000 38 12.9 12.9 100.0

Total 295 100.0 100.0

Interpretation:-

Majority of respondentslies in the income level less than 10,000 i.e. 32%, 17% between

10,000 - 20,000, 20% between 20,000-30,000, 18% between 30,000-40,000 and the rest 13%

lies above 50,000.

32%

17%20%

18%

13%

Income

< 10,000 10,000 - 20,000 20.000 - 30,000 30,000 - 40,000 > 50,000


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Base on Marital status

Frequency PercentValid

PercentCumulative

Percent

Valid single 156 52.9 52.9 52.9

married 139 47.1 47.1 100.0

Total 295 100.0 100.0

Interpretation:-

This table shows that majority of respondents are single and they are 53% and other married

are 47%.

53%47%

Marital status

single married


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Base on Cellular service are you using currently

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Vodafone 77 26.1 26.1 26.1

Airtel 72 24.4 24.4 50.5

Idea 48 16.3 16.3 66.8

BSNL 57 19.3 19.3 86.1

Any other 41 13.9 13.9 100.0

Total 295 100.0 100.0

Interpretation:-

This table shows that majority of the respondents use vodafone i.e.26%, 24% uses Airtel,

16% of the respondents uses idea, 19% uses BSNL and 14% of the respondents use other

cellular services.

26%

25%16%

19%

14%

Cellular service are you using

currently

Vodafone Airtel Idea BSNL Any other


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Base on Portability

Frequency Percent

Valid

Percent

Cumulative

Percent

Valid Yes 71 24.1 24.1 24.1

No 224 75.9 75.9 100.0

Total 295 100.0 100.0

Interpretation:-

Majority of the respondents are not using portability services and they are 76% and which are

using these service are 24%.

24%

76%

Portability

Yes No


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DATA ANLYSIS

The analysis of data was carried by using statistical package for social sciences (SPSS)

versions 16.0.followings were to findings of the study.

Reliability analysis:-

Scale: Price

Reliability Statistics

Cronbach's Alpha N of Items

.726 2

On the basis of reliability analysis. Scale of price reliability is 0.726.

Scale: Reputation



.641 4

On the basis of reliability analysis. Scale of reputation reliability is 0.614.

Scale: Service quality



.554 3

On the basis of reliability analysis. Scale of service quality reliability is 0.554.


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Scale: Advertisement



.610 4

On the basis of reliability analysis. Scale of advertisement reliability is 0.610.

Scale: Distance


Cronbach's Alpha N of Items.718 3

On the basis of reliability analysis. Scale of Distancereliability is 0.718.

Scale: Switching cost



.693 5

On the basis of reliability analysis. Scale ofSwitching costreliability Is 0.693.


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Regression analysis:

Hypothesis:

The survey measures

Measures used in the current research were either borrowed or adapted from earlier studies.

The questionnaire was divided into two sections where in the first section includes basic

demographics of population and next section includes dimensions to measure the consumer

switching behavior in the cellular service providers. All scales were recorded on a five - point

Likert-type scale, verbally anchored by strongly agree (1) and strongly disagree (5) (see

table I). The five-item consumer switching behavior in the cellular service providers. Scale

was adapted from the study carried out by price, reputation, service quality, advertisement,

distance dimensions with consumer switching behavior.

Data analysis and major findings

H1: There is positive relationship between price and switching behavior towards cellularservice provider

H2: There is positive relationship between reputation and switching behavior towards cellularservice provider.

H3: There is positive relationship between Service quality and switching behavior towardscellular service

H4: There is positive relationship between Advertisement and switching behavior towardscellular service

H5: There is positive relationship between distance and switching behavior towards cellularservice provider

Prior to examining the extent of relationship between consumer switching behavior in the

cellular service providers was assessed by examining its reliability. The instrument was then

subjected to the computation of coefficient alpha (Cronbach, 1991). Cronbachs alpha was

computed to ascertain the extent to which items making up each variable shared a common

core. In reliability analysis, the alpha () coefficient was calculated to find out the internal

consistency of the items on the scale. Which was more than 0.6 (Nunnally, 1978) which

confirms that the scale shows good internal reliability. The reliability results for other

constructs are shown in table I


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Table I: Source of scales

Scale Source No. of items Cronbach

Price Sathish, 2001 2 0.726

Reputation Sathish, 2001 4 0.614

Service quality Sathish, 2001 3 0.554

Advertisement Sathish, 2001 4 0.610

Distance Sathish, 2001 3 0.718

In order to identify the key factors affecting the consumer switching behavior in the cellular

service providers, In this research price, reputation, service quality, advertisement, distance

were modeled as the independent variables and the consumer switching behavior in the

cellular service providers was served as depended veriable.

The model which taken the combined predictive power of independent variables was

significant, R= 0.373, F = 9.353, p


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Table II Model Summary

Model R R Square

Adjusted R

Square

Std. Error of

the Estimate

1 .373a .139 .124 2.98018

a. Predictors: (Constant), Distance, Price, Service_quelity,

Advertisement, Reputation

Table III ANOVAb

Model

Sum of

Squares df Mean Square F Sig.

1 Regression 415.325 5 83.065 9.353 .000a

Residual 2566.745 289 8.881

Total 2982.070 294

a. Predictors: (Constant), Distance, Price, Service_quelity, Advertisement,

Reputation

b. Dependent Variable: Switching_cost


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Table IIV: Regression analysis for switching behavior

Variables T Sig.

1.Price 0.03 0.291 0.771

2.Reputation 0.014 0.158 0.875

3.Service quality 0.059 0.563 0.574

4.Advertising 0.178 2.234 0.026

5.Distance 0.375 4.208 0.000

Notes:F=9.353; R =0.139; *p < 0.05; **p


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FINDINGS

From the table we can say that the there are 55 percent that means 162 are male and 45

percent that means 133 are female in out of total 295 respondent.

This table shows that majority of respondents belong to the age group between 16-25 i.e. 53%,

21% are of the age group 26-35, 9% are of the age group between 36-45,7% are of the age

group between 46-55 and the rest 10% are of the age group 56 & above

Majority of respondents were students i.e.46%, 14% were businssmen,20% were

employees,13% were housewife and the rest 7% were retired.

Majority of respondents lies in the income level less than 10,000 i.e. 32%, 17% between

10,000 - 20,000, 20% between 20,000-30,000, 18% between 30,000-40,000 and the rest 13%

lies above 50,000.

This table shows that majority of respondents are single and they are 53% and other married

are 47%.

This table shows that majority of the respondents use vodafone i.e.26%, 24% uses Airtel,

16% of the respondents uses idea, 19% uses BSNL and 14% of the respondents use other

cellular services.

Majority of the respondents are not using portability services and they are 76% and which are

using these service are 24%.

On the basis of reliability analysis. Scale of price reliability is 0.726.


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CONCLUSION

The study reveals that call rates play the most important role in switching the service provider

followed by network coverage, value added service, Consumer care and advertisement which

plays the least important role. It is found that there is a relation between switching the service

provider and the factors (Customer service, service problem, usage cost, etc.). After analysing

the findings of the study, we suggest that cellular service providers concentrate more on

increasing network stability and setting tariff rates competitively. The findings also suggest

that managers of these mobile operators should shift focus on building corporate image and

analyze more carefully the reason for consumers to switch brands in this industry in order to

increase loyalty among these consumers.

SUGGESTIONS:

From the study, it is abundantly clear that Call rates lead the consumers to switch the

service provider. So, mobile service providers need to satisfy the Consumer with

minimum call rates.

Mobile service providers should invest more on improving their network coverage in

order to retain their consumers.

Mobile service providers have to provide more offers for family and friends. Enticing

offers still hold a major sway.

Mobile service provider should satisfy their current consumers by providing them

innovative offers.

Mobile service provider should accept valid feedbacks from consumers regularly and

make sure that they satisfy the consumers. Cellular operators should provide concessional tariff facilities or adopt any other

strategy to pocket college/school students in the age group of 10-20 and elderly

people of above 50.


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Limitation of study:-

The there is first & for must limitation is the time limit for making the project.

There is some improper response from sample.

It is very difficult to operate the SPSS system.

It is very costly in term of zerox, survey expensive.


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References

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Andreassen, T.W. and Lindestad, B. (1998), Consumer loyalty and complex services,

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Bowen, J.T, and Chen, S.L. (2001), The Relationship between Consumer Loyalty and

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217

Colgate, M. and Lang, B. (2001), Switching Barriers in Consumer Markets: An Investigation

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Feick, L., Lee, J. and Lee, J. (2001), The impact of switching costs on the Consumer

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Gerrard,P. and Cunninham,J.B. (2004), Consumer Switching Behaviour in the Asian

Market, Journal of Services Marketing, 18(3): 215-223

Givon,M.(1984),Variety Seeking Through Brand Switching, Marketing Science, 3(1):1-22

Hallowell, R. (1996), The relationship of Consumer satisfaction, Consumer loyalty, and

Profitability: an empirical study, International Journal of Services Industry Management,

Vol. 7 No. 4, pp. 27-42.


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Jones, T. O., and Sasser, W. E., 1995. Why Satisfied Consumers Defect. Harvard Business

Review 73 (6), 88-99.

Joo, Young-Hyuck, jong-Jun Jun, and Byung-Do Kim(2002), Encouraging consumers to

pay less for mobile telecommunication services, Journal of Database Management, Vol. 9,

Issue 4,pg. 350.

Kaeveney, Susan M. (1995), Consumer Switching Behaviour in service Industries: An

Exploratory study, Journal of Marketing, Vol. 59, 71-82.

Keaveney, S. M., 2001. The relationship between Consumer loyalty and Consumer

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Lee, Richard and Murphy, Jamie (2005) "From Loyalty to Switching: Exploring

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Psychology and Marketing 4 (1), 17-30.

Mittal, B., and Lassar, W. M., 1998. Why do customers switch? The dynamics of satisfaction

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Bharti has 33% market share - The Times of India. Available

at:http://timesofindia.indiatimes.com/business/india-business/Bharti-has-33-market-

share/articleshow/453703


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Bibliography

BOOKS

Philip Kotler, Marketing Management, 11thedition, Pearson education Asia

Publication.

C.R.Kothari, Research Methodology methods & techniques,New AgeInternational(p)ltd.publishers,2 ndedition.

WEBSITES

http:// scribe.co.in_files

http://www.hul.co.in_files

Other literature

1. Magazine

2. Past project
http://www.hul.co.in_files/http://www.hul.co.in_files/http://www.hul.co.in_files/


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QUESTIONNAIRE

Respected Sir/ Madam

We are the students of BBA SEM VI (MM) studying in

V.M.Patel collage of management studies, Ganpat University, Kherva. As part

of our study we are undertaking a research project on study on consumer

switching behavior in the cellular service in north Gujarat. We heartily

thanks if you spend some time to response this questionnaire. We also ensure

that the answer given by you will be kept confidential and use for academic

purpose only.

(A) BASIC INFORMATION :-

1. What is your gender?

[ ] Male [ ] Female

2. What is your age?

[ ] 16-25 [ ] 26-35 [ ] 36-45

[ ] 46-55 [ ] 56 & above

3. What is your occupation?

[ ] Student [ ] Business [ ] Salaried

[ ] Housewife [ ] Retired

4. What is your family monthly income?

[ ] < 10,000 [ ] 10,000-20,000 [ ] 20,000-30,000

[ ] 30,000-50,000 [ ] > 50,000

5. What is your marital status?

[ ] Single [ ] Married

6. Which Cellular Service are you using currently?

[ ] Vodafone [ ] Airtel [ ] Idea

[ ] BSNL [ ] Any Others.....................

7. Have you ever Portable your Service?[ ] Yes [ ] No

If yes than which Service?


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(B) As per your point tick mark ( )for the following statement

1. Price :-

NO.Particular

Strongly

disagreedisagree

Neither

agree

nor

disagree

agree

Strongly

agree

1. My mobile operator charges low call rate

2. My mobile operator provide morebenefit at low charge

3. My mobile operator provide goodnetwork

2. Reputation :-

NO.Particular

Strongly

disagreedisagree

Neither

agree

nor

disagree

agree

Strongly

agree

1. My mobile service providers onlinesystem is reliable

2. My mobile service provider istrustworthy

3. My mobile service provider is financiallystable

4. My mobile service provider providesservice as promised


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3. Service quality :-

NO.Particular

Strongly

disagreedisagree

Neither

agree

nor

disagree

agree

Strongly

agree

1. The staff at a store of mobile serviceproviders are polite and friendly

2. The staff of mobile service provider areefficient

3. Mobile service provider satisfies myspecific needs related to mobile service

4. Advertisement :-

NO.Particular

Strongly

disagreedisagree

Neitheragree

nor

disagree

agree

Strongly

agree

1. The competing mobile service providersadvertising content do notencourage me to switch mobile service

2. The signs or the billboards of mobileservice provider of the competing service

provider do not encourage me to switchmobile service.

3. The design of the competing serviceprovider do not encourage me to switchmobile service

4. The promotion activity of the competingmobile serviceInfluenced my decision to switch mobileservice.


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5. Distance :-

NO.Particular

Strongly

disagreedisagree

Neither

agree

nor

disagree

agree

Strongly

agree

1. My mobile service providers store isconveniently close to my home

2. My service provider store is convenientlyclose to my work place

3. My service provider store areconveniently close to malls or businesscentres

6. Switching cost :-

NO. Particular Stronglydisagree

disagree

Neither

agreenor

disagree

agreeStronglyagree

1. It will take me too much time switch to anew service provider

2. It will cost me too much to switch to anew service provider

3. It will take me a long time to becomefamiliar with a new service provider

policies

4. It will take me too much time to fill outforms to switch to service provider

5. I am not sure that I can receive anybenefits if I switch to a new serviceprovider

THANK YOU FOR YOUR RESPONSE


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