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  • Consumer Switching Behaviour

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    Anil Kumar
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    The document surveys factors that affect a consumer's decision to switch mobile service providers. It asks respondents to rate on a 1-5 scale how much call rates, network coverage, value added services, consumer care, and advertisements influence their decision. It then lists 18 specific reasons consumers may consider switching, such as improper consumer service, unknowledgeable employees, costly value added services, and better features offered by competitors.

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    The document surveys factors that affect a consumer's decision to switch mobile service providers. It asks respondents to rate on a 1-5 scale how much call rates, network coverage, value added services, consumer care, and advertisements influence their decision. It then lists 18 specific reasons consumers may consider switching, such as improper consumer service, unknowledgeable employees, costly value added services, and better features offered by competitors.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    7 views1 page

    Consumer Switching Behaviour

    Uploaded by

    Anil Kumar
    The document surveys factors that affect a consumer's decision to switch mobile service providers. It asks respondents to rate on a 1-5 scale how much call rates, network coverage, value added services, consumer care, and advertisements influence their decision. It then lists 18 specific reasons consumers may consider switching, such as improper consumer service, unknowledgeable employees, costly value added services, and better features offered by competitors.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 1

    Factors are affecting the consumer in switching the service provider.

    Rank 1-5 Point scale

    1. 2. 3. 4. 5.

    Call Rates Network Coverage Value Added Service Consumer Care Service Advertisement
    Factors

    5 5 5 5 5
    Strongly Agree

    4 4 4 4 4
    Agree

    3 3 3 3 3
    Natural

    2 2 2 2 2

    1 1 1 1 1
    Strongly Disagree

    Disagree

    1.Improper Consumer Service 2.Unknowledgeable employees 3.Long wait times for Consumer service 4.Error in billing 5.Poor network coverage 6.Frequent Network Problems 7.No new schemes or up gradation 8.Unsuitable plans for different age groups 9.Costly Value Added Services 10.Hidden charges 11.High SMS charges 12.High Internet charges 13.Unavailability of recharge facilities 14.Better Features offered by competitor 15.Influence from family and friends 16.Fancy Number 17.High service charges for recharges 18.Switching existing Provider

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