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Citation Information

Type Journal Article - International Journal of Engineering and Management Sciences
Title Consumer’s propensity to switch; a case on mobile phone industry in Botswana
Author(s)
Volume 3
Issue 4
Publication (Day/Month/Year) 2012
Page numbers 520-527
URL http://52.4.123.234/IJEMS-Vol3(4)-Oct2012/IJEMS_V3(4)19.pdf
Abstract
The mobile industry is characterised by strong competition and continuous promotions from service providers who
compete to offer better services than their competitors. This results to customers switching between mobile service
providers. This paper seeks to uncoverthe reason customers switching their mobile network service providers. The relevant
data to this study was obtained through the review of literature for secondary data, as well as primary data gathered
through questionnaires in Gaborone city. A sample size of 154 of 250 targeted. Result showed that the propensity to
switchis influenced by a variety of factors; some are customer service satisfaction factors while others are market related
factors. Service performance factors such as network rollout,quality service, cost of calling, among other have an effect on
propensity to switch. At the same time the market factors such as completion, network failures and policy on cross network
number mobility do influence the switching. The propensity to switch and the determining factors are different between
male and female for switching between mobile network service providers.

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Mburu, Paul T, and Onkabetse Selapisa. "Consumer’s propensity to switch; a case on mobile phone industry in Botswana." International Journal of Engineering and Management Sciences 3, no. 4 (2012): 520-527.
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