The influence of satisfaction on customer retention in mobile phone market

This study examines the determinants of customer satisfaction and customer loyalty in the Peruvian mobile phone market. Based in a survey to 1259 customers, Multinomial Logit and GSEM estimations show how determinants of customer satisfaction can be assessed when satisfaction is measured through ordered categorical data. The results confirm that in mobile phone market Customer Satisfaction influences strongly on Customer Loyalty, and in turn Loyalty is an important determinant of Customer Retention. In contrast with previous literature, this study identified the differentiated influence of diverse factors on positive and negative customer satisfaction categories. Indeed while results show that quality of service assessments made by customers had a significant impact on both negative and positive customer satisfaction categories; assessments of other service attributes like customer care, information on tariffs and plans and billing clarity, only showed a significant statistical influence on positive categories of customer satisfaction. Similar asymmetrical results were found with regard to other economic, socioeconomic and geographical determinants of customer decisions. As well, an analog effect is also observed in the relationship between customer satisfaction and loyalty, where only positive satisfaction assessments helps to explain the loyalty of users. Finally, results show that while satisfaction can be identified as a powerful cause of CR, switching barriers did not deter more demanding customers to switch to alternative carriers, suggesting that recent pro-competition regulatory reforms implemented in Peru contributed to reduce these barriers to competition in mobile markets.     

Mobile money,family assistance and welfare in Cameroon

This paper aims to investigate the effect of mobile money services on the welfare in Cameroon. It specifically verifies whether the welfare of people benefiting from family assistance is improved via the mobile money services offered by the two main operators in the country, namely: Orange and Mtn. The data used come from the « FinScope Consommateur Cameroun » Survey carried out in 2017 by the National Institute of Statistics (INS). Based on the propensity scores estimations, this study shows a positive and significant effect of mobile money on welfare. However, among the operators, Orange has a better impact compared to Mtn which does not present a significant effect. These results call on the authorities in charge of the development and implementation of financial inclusion policies to recognize the interest of digital financial services at the heart of financial inclusion strategies for the welfare of the poor.     

Entering the mobile service market via mobile platforms: Qualcomm's BREW platform and Nokia's Preminet platform

The mobile telecommunication market has evolved from simple voice to multimedia services. In the past, the primary players in mobile services were local operators in different countries; international telecommunication vendors, such as Qualcomm and Nokia, were seldom involved in the mobile service market. In order to enter this market, Qualcomm and Nokia have separately introduced their mobile application platforms, called respectively BREW and Preminet. This paper examines how the two companies attempt to share the mobile service market through their mobile platforms and internationalized business models. This paper also analyzes their mobile platforms’ business models and their strategic implications.     

安徽移动服务差异分析及改进策略探讨

服务质量是决定服务性企业营销效果、经济收益的最重要因素.文章借助于服务质量差异模型对安徽移动服务质量现状进行了深刻分析,从服务过程质量管理与控制角度分析,提出了增强服务意识、提高服务技巧、加大服务有形展示的力度、管理顾客等质量改进策略.     

Beyond the flat rate bias: The flexibility effect in tariff choice

Flat rates are a prominent pricing scheme for telecommunications services and are often preferred by consumers although average costs would be lower in an alternative usage-based tariff. Reasons are that flat rates protect against unexpectedly high costs (insurance effect), are more likely to be chosen if actual usage is overestimated (overestimation effect), and prevent any disutility that is associated with the immediate perception of marginal costs (taximeter effect). This study complements the literature on tariff biases by highlighting that a lack of tariff flexibility is a major impediment to choosing a flat rate: empirical support for this flexibility effect is found, while, at the same time, the insurance and overestimation effect that run in favor of flat rates are confirmed. Finally, the managerial implications of the findings for the introduction of the new cost cap tariff are discussed. The hybrid cost cap tariff can combine the flexibility and the insurance property, and may, therefore, exert a cost cap bias on consumers.     

移动图书馆——泛在知识环境下的图书馆信息服务新途径

泛在知识环境下的移动图书馆为图书馆信息服务提供了新途径,是图书馆向数字化、信息化发展的新方向。本文简单介绍了移动图书馆的相关概念、特征和服务类型,分析了发展移动图书馆的障碍并提出了应对策略。     

立用PDA组建无线IC卡表抄收系统的设计与实现

本文介绍了应用PDA组建无线IC卡表抄收系统的设计与实现。无线IC卡表抄收系统由PDA、无线转发器、微型打印机、无线IC卡表组成。PDA、无线转发器、微型打印机之间采用蓝牙技术实现通讯连接。使用时，先由PDA发送命令给无线转发器，无线转发器通过内部集成的无线收发模块发出抄表命令给安装在用户家中的无线IC卡表，无线IC卡表对接收的抄表命令做出应答，返回抄表数据并经无线转发器发送给PDA，PDA可以方便地选取用户和浏览数据，通过微型打印机现场打印抄表单，从而可实现免入户抄表，现场批量抄表，现场打印抄表单等诸多功能。     

The role of WiBro: Filling the gaps in mobile broadband technologies

This paper analyzes WiBro, one of the emerging wireless technologies for portable Internet services (PIS), which are designed to enable mobile broadband access. Based on an empirical examination of consumer preferences for mobile broadband technologies and an estimation of the future demand for WiBro, this study proposes that WiBro should fill the gaps between competing mobile broadband technologies, such as 3G and WLAN.     

The future of the mobile phone business

One of the fastest growing technologies of our times is that of mobile phones. In this article we use the assumption that the diffusion of mobile technology, as measured by the number of active mobile accounts, follows the well known S-curve of natural growth in competition systems. The accuracy of the logistic fit is tested against actual data for the whole world, Europe, China and the GSM system. Using the produced models predictions concerning the future of mobile business are deliberated.According to these models active mobile accounts around the globe are expected to grow from 1.7 billion in 2004 to approximately 2 billion in 2008, reaching a peak penetration of 29.2%. Growth barriers, apart from the age of the potential user, are also low income and extreme poverty. Europe, early adopter of mobile technology and leader in active mobile accounts against all other regions in the world, has apparently reached a peak with almost every European, apart from the very young or very old, using a mobile phone. The mobile market in China is anticipated to exceed 500 million active accounts and may increase even further depending on the economic and social reform that is currently under way in that part of the world. GSM will most likely remain the leading mobile technology in the future as it is today.The growth process for the world, Europe, and the GSM system is almost completed and during this stage instabilities may occur before the potential emergence of a new wave of growth.     

刍议企业精准营销工具的选择

随着精准营销在我国的发展，种类繁多的精准营销工具不断出现。企业在精确的市场细分和市场定位的前提下，如何选择适合企业实际情况的营销工具，是企业实施精准营销活动的重要环节。