An empirical study on the cellular subscribers churn, selection factors and satisfaction with the services
by Richa Misra; Sonali Singh; Renuka Mahajan
International Journal of Product Development (IJPD), Vol. 23, No. 2/3, 2019

Abstract: With mobile phones becoming smarter, almost all operating systems are downloading and using data. Cellular service providers are concerned with decline in revenue due to constant decline in voice call and text messages and consequently more options of moving to competitor. This leads to building of a model that describes the critical factor explaining the switching of subscriber, to understand the factors for customer churn and identify the relationships between these three constructs with respect to higher mobile data usage. In order to validate the proposed relationship, Confirmatory Factor Analysis using Structure Equation Modelling is used. Findings indicate that one of the important construct of selecting a service provider is customer's satisfactory experience with the service provider. Also, it has been found that the significance of data services is constantly increasing for the subscribers. These findings will be useful to both service providers and researchers to comprehend the service quality parameters considering mobile subscribers view point. This can help to re-look the existing benchmarks and increase customer satisfaction.

Online publication date: Tue, 23-Apr-2019

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Product Development (IJPD):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email