Determinants of Customers Churn in Emerging Telecom Markets - A Study Of Indian Cellular Subscribers

• 영문명: Determinants of Customers Churn in Emerging Telecom Markets
• 발행기관: 한국마케팅과학회
• 저자명: Pathak Kavita Sanjay Rastogi
• 간행물 정보: 『JGAMS』Journal of Korean Academy of Marketing Science Vol.17 No.4, 91~111쪽, 전체 21쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2007.12.30

영문 초록

  Marketing is said to be a zero sum game i.e. each gain of customer for a firm is always at the expense of some other firm’s customers. Therefore in a marketplace churn is a natural occurrence. Chum in Indian tele∞m market is among the highest in growing telecom markets. By using binary logistics regression analysis based models based covering a sample of 822 Indian telecom subscribers; this paper attempts to examine the determinants of churn. The future churn is found to be dependent on satisfaction level of the customer with the service provider， attitude and loyally of the customer variables， intended churn (i.e. intention to churn) and current loyally (defined as intention to recommend) and distraction (i.e. intention to experiment).

목차

〈Abstract〉
1. Introduction
2. Literature Review
3. Research Design
4. Churn Models and Results
5. Discussion and Implications
References

키워드

Customers Churn Indian Cellular Subscriber Emerging Telecom Market Attitude towards the Service Provider Customer Satisfaction