IDEAS home Printed from https://ideas.repec.org/a/sae/globus/v19y2018i3p635-649.html
   My bibliography  Save this article

Switching Behaviour of Young Adults in Cellular Service Industry: An Empirical Study of Pakistan

Author

Listed:
  • Wajeeha Aslam
  • Reema Frooghi

Abstract

The switching behaviour in cellular services has been constantly observed in the consumers. Therefore, it becomes difficult for cellular service providers to gain the competitive advantage and retain the consumers. The main focus of this study is to observe the factors that are pushing consumers to switch from their present cellular network. For the collection of data, questionnaire was rotated among the university students. In total, 247 useful responses were used in order to get the findings. Exploratory factor analysis (EFA), confirmatory factor analysis (CFA) and structural equation model (SEM) were used for the evaluation of data. The findings show that inconvenience have a negative and significant impact on switching behaviour of the young adults. As compared to this, service encounter failure and attraction by competitors have a positive and significant impact on switching behaviour of the young adults. This study will help the companies in understanding the behaviour of the cellular subscribers and will also help to sustain them. The article also highlights the factors that are important for the consumers before making decision for final purchase or switching the network.

Suggested Citation

  • Wajeeha Aslam & Reema Frooghi, 2018. "Switching Behaviour of Young Adults in Cellular Service Industry: An Empirical Study of Pakistan," Global Business Review, International Management Institute, vol. 19(3), pages 635-649, June.
    • Handle: RePEc:sae:globus:v:19:y:2018:i:3:p:635-649
    DOI: 10.1177/0972150917713886
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/0972150917713886
    Download Restriction: no
    File URL: https://libkey.io/10.1177/0972150917713886?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Liang, Dapeng & Ma, Zhenzhong & Qi, Liyun, 2013. "Service quality and customer switching behavior in China's mobile phone service sector," Journal of Business Research, Elsevier, vol. 66(8), pages 1161-1167.
    2. Pei-Yu (Sharon) Chen & Lorin M. Hitt, 2002. "Measuring Switching Costs and the Determinants of Customer Retention in Internet-Enabled Businesses: A Study of the Online Brokerage Industry," Information Systems Research, INFORMS, vol. 13(3), pages 255-274, September.
    3. Ka-Shing Woo & HENRY K. Y. FOCK, 1999. "Customer Satisfaction in the Hong Kong Mobile Phone Industry," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 162-174, July.
    4. Syed Ali Raza & Nida Hanif, 2013. "Factors affecting internet banking adoption among internal and external customers: a case of Pakistan," International Journal of Electronic Finance, Inderscience Enterprises Ltd, vol. 7(1), pages 82-96.
    5. Paul Klemperer, 1987. "Markets with Consumer Switching Costs," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 102(2), pages 375-394.
    6. Karacuka, Mehmet & Çatık, A. Nazif & Haucap, Justus, 2013. "Consumer choice and local network effects in mobile telecommunications in Turkey," Telecommunications Policy, Elsevier, vol. 37(4), pages 334-344.
    7. Sarwat Afzal & Aamir Khan Chandio & Sania Shaikh & Muskan Bhand & Bais Ali Ghumro & Anum Kanwal khuhro, 2013. "Factors Behind Brand Switching in Cellular Networks," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 3(2), pages 299-307.
    8. Sarwat Afzal, 2013. "Factors Behind Brand Switching in Cellular Networks," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 3(2), pages 299-307, February.
    9. Kim, Moon-Koo & Park, Myeong-Cheol & Jeong, Dong-Heon, 2004. "The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services," Telecommunications Policy, Elsevier, vol. 28(2), pages 145-159, March.
    10. Gerpott, Torsten J. & Rams, Wolfgang & Schindler, Andreas, 2001. "Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market," Telecommunications Policy, Elsevier, vol. 25(4), pages 249-269, May.
    11. Arif, Imtiaz & Aslam, Wajeeha, 2014. "Students' dependence on smart phone and its effect on purchase behavior," MPRA Paper 58919, University Library of Munich, Germany.
    12. Mohammad Suleiman Awwad & Bashar Awad Neimat, 2010. "Factors Affecting Switching Behavior of Mobile Service Users: The Case of Jordan," Journal of Economic and Administrative Sciences, Emerald Group Publishing Limited, vol. 26(1), pages 27-51, June.
    13. Klemperer, Paul D, 1987. "Entry Deterrence in Markets with Consumer Switching Costs," Economic Journal, Royal Economic Society, vol. 97(388a), pages 99-117, Supplemen.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Uner, M.Mithat & Guven, Faruk & Cavusgil, S.Tamer, 2020. "Churn and loyalty behavior of Turkish digital natives: Empirical insights and managerial implications," Telecommunications Policy, Elsevier, vol. 44(4).
    2. Guven, Faruk, 2018. "Churn and loyalty behaviour of Turkish digital natives," 29th European Regional ITS Conference, Trento 2018 184943, International Telecommunications Society (ITS).
    3. Deng, Zhaohua & Lu, Yaobin & Wei, Kwok Kee & Zhang, Jinlong, 2010. "Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China," International Journal of Information Management, Elsevier, vol. 30(4), pages 289-300.
    4. Mueller, Milton L. & Park, Yuri & Lee, Jongsu & Kim, Tai-Yoo, 2006. "Digital identity: How users value the attributes of online identifiers," Information Economics and Policy, Elsevier, vol. 18(4), pages 405-422, November.
    5. Shu He & Jing Peng & Jianbin Li & Liping Xu, 2020. "Impact of Platform Owner’s Entry on Third-Party Stores," Information Systems Research, INFORMS, vol. 31(4), pages 1467-1484, December.
    6. Dong Woo Ko & Young Han Bae & Jayoung Han, 2018. "Social Exclusion and Switching Barriers in Medicare Part D Choices," Sustainability, MDPI, vol. 10(7), pages 1-10, July.
    7. Lucio Fuentelsaz & Juan Pablo Maicas & Yolanda Polo, 2012. "Switching Costs, Network Effects, and Competition in the European Mobile Telecommunications Industry," Information Systems Research, INFORMS, vol. 23(1), pages 93-108, March.
    8. Wajeeha Aslam & Imtiaz Arif & Kashif Farhat & Marium Khursheed, 2018. "The Role of Customer Trust, Service Quality and Value Dimensions in Determining Satisfaction and Loyalty: An Empirical Study of Mobile Telecommunication Industry in Pakistan," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 177-194.
    9. Czajkowski, Mikołaj & Sobolewski, Maciej, 2016. "How much do switching costs and local network effects contribute to consumer lock-in in mobile telephony?," Telecommunications Policy, Elsevier, vol. 40(9), pages 855-869.
    10. Nagengast, Liane & Evanschitzky, Heiner & Blut, Markus & Rudolph, Thomas, 2014. "New Insights in the Moderating Effect of Switching Costs on the Satisfaction–Repurchase Behavior Link," Journal of Retailing, Elsevier, vol. 90(3), pages 408-427.
    11. Dennis Campbell & Frances Frei, 2010. "Cost Structure, Customer Profitability, and Retention Implications of Self-Service Distribution Channels: Evidence from Customer Behavior in an Online Banking Channel," Management Science, INFORMS, vol. 56(1), pages 4-24, January.
    12. García-Mariñoso, Begoña & Suárez, David, 2019. "Switching mobile operators: Evidence about consumers’ behavior from a longitudinal survey," Telecommunications Policy, Elsevier, vol. 43(5), pages 426-433.
    13. Hugo Ribeiro & Belem Barbosa & Antonio C. Moreira & Ricardo Rodrigues, 2024. "Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services," SAGE Open, , vol. 14(2), pages 21582440241, April.
    14. Confraria, João & Ribeiro, Tiago & Vasconcelos, Helder, 2017. "Analysis of consumer preferences for mobile telecom plans using a discrete choice experiment," Telecommunications Policy, Elsevier, vol. 41(3), pages 157-169.
    15. Tim Burnett, 2014. "The Impact of Service Bundling on Consumer Switching Behaviour: Evidence from UK Communication Markets," The Centre for Market and Public Organisation 14/321, The Centre for Market and Public Organisation, University of Bristol, UK.
    16. Dao Thi Ta & Chia-Han Yang, 2018. "Exploring The Impacts Of Service Innovation On Customer Satisfaction In The Telecom Industry: A Perspective From Interactive And Supportive Service Innovations," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 22(07), pages 1-30, October.
    17. Babic-Hodovic Vesna & Arslanagic-Kalajdzic Maja & Imsirpasic Amina, 2017. "Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality," South East European Journal of Economics and Business, Sciendo, vol. 12(1), pages 114-125, April.
    18. Gabrielsen, Tommy Staahl & Vagstad, Steinar, 2003. "Consumer heterogeneity, incomplete information and pricing in a duopoly with switching costs," Information Economics and Policy, Elsevier, vol. 15(3), pages 384-401, September.
    19. Jogi Mathew, 2024. "Drivers of Customer Retention: An Introspection Into Indian Retail Customers," Vision, , vol. 28(5), pages 567-579, November.
    20. Michael Wohlfarth, 2019. "Data Portability on the Internet," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 61(5), pages 551-574, October.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:globus:v:19:y:2018:i:3:p:635-649. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.imi.edu/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.