Abstract:
In recent years, mobile companies have experienced huge customer
switching to their competitors which have left these companies with no
choice but to understand the underlying behavior attributing to their
switching the network providers. This write-up is dedicated to exploring
and examining the switching factors in the mobile telecom industry of
Bangladesh. Sathish, et al. (2011) identified a number of factors
affecting the switching behavior of Indian mobile telecom customers
including non-responsive customer service, unknowledgeable employee,
long waiting-time for customer service, error in billing, poor networkcoverage,
frequent network problems, no new schemes, unsuitable plans
for different age groups, costly value-added-services, high call-rates,
hidden charges, high SMS charges, high internet charges, low internet
speed, unavailability of recharge facilities, better features offered by
competitors, influence from families and friends, attraction for fancy
number, and high service charges for recharge. The study has followed
survey approach in which both primary and secondary data have been
used. The primary data have been collected using simple random
sampling through a questionnaire survey among 109 mobile phone users
in Chittagong Metropolitan city. Analyses of the results revealed that
price and social factors play the most important roles in switching the
network service provider followed by value-added-services, product
package, network, and customer service.
