Here we have been provided six research papers based on detrmining customer satisfaction, customer retention and customer

loyality in telecom industries of six different countries of the world and we were asked to summarise them. here is the summary of the those research papers-

01.CRM Implementation in Indian Telecom Industry Evaluating the Effectiveness of Mobile ervice !roviders "sing #ata Envelopment $nalysis ummary% The telecom industry in India has seen an accelerated rate of growth those who offer innovative products and services. Faced with a growing market and increasing competition, companies in the telecom business are making strategic changes in adopting to new technological imperatives in order to outperform their competitors. ne such practice which is being followed by the telecom companies is the !ustomer "elationship #anagement $!"#% to help them compete in the ever changing environment. The whole idea is to develop business models that would enhance the &uality and improve interaction with their customers leading to more satisfied and loyal customers. In the light of this context, this paper attempts to study the !"# practices that are being followed extensively by #obile 'ervice (roviders and to assess the effectiveness of !"# on !ustomer )oyalty using *ata +nvelopment ,nalysis $*+,%. !onvenience sampling method was used to collect the data from customers. Finally, of the --. surveys individually administered, -/0 &uestionnaires were received at a response rate of 1- per cent. n further filtering, 21. responses were found to be completely filled which results in the response rate of 314. For a measure to be acceptable, coefficient alpha should be above ..5 $6unnally, 7153%. wing to multidimensionality of service &uality construct, coefficient alpha was computed separately for all the dimensions identified. In the present study, all alpha coefficients ranged from ..835 $close to the cut-off value of ..5.% to ..1 indicating good consistency among the items within each dimension. From the analysis using *+,, it can be seen that '(/ and '(8 are the two mobile service providers who are on the efficient frontier as the efficiency is 7.... The other service providers '(7, '(0, '(2 and '(5 are less performing. This research was an attempt to analy9e the effectiveness of an IT i.e. !"# technology, being extensively used for a specific purpose of moving closer to the customer. The study analy9ed the effectiveness of !"# on two )oyalty Indices which relate to the concept of :ord of #outh, !ross-selling and ;p-selling. ,s this research is confined

only to two models, namely a model for ,dvocacy )oyalty and (urchase )oyalty, it cannot be generali9ed unless it is extended to more concepts on )oyalty. Though this study concentrates only on 5 service providers in !hennai, it can further be extended with more parameters so that a holistic picture on the actual happenings and the scope of improvement of each player in different areas can be further improved.

0&.Customer Retention% 'ith pecial Reference to Telecommunication Industry in ri (an)a

ummary% In the last couple of decades, a large portion of growth of the service industry in 'ri )anka was attributed to the development of Telecommunications industry. The deregulation of the telecom industry in 'ri )anka in the early 711.s brought multiple players< service providers to the country. The number of telecom operators stands at 5-, as of ctober /..5. :ith the competition becoming tough, service providers reali9ed that retaining one=s existing customer base is important as much as the ac&uiring of a new customer $!oyles and >okey, /..-%. In that context, service providers reali9ed the importance of knowing the attributes that customers consider as relevant, in deciding whether to continue or not to continue with a particular service provider. !ustomers consider relevant in deciding whether to continue with the current service provider $retain% or to switch to an alternative provider $migrate% or to switch off completely $defect%. However, it was found that relative importance of the factors is not the same between two different groups, i.e. IT personnel and 6on-IT personnel. The main ob?ective of this research was to ascertain the relative importance of characteristics towards loyalty of corporate telecom customers. ,mong 5- telecommunication service providers who possess a license issued by the T"!'), six organi9ations have been licensed to maintain their own infrastructure and they provide corporate telecommunication services. To make a fair representation, customers of the top two and bottom two were selected for the &uestionnaire survey. From each customer< user organi9ation two groups of representatives, one from operational and one from planning<implementation included into the sample to obtain different viewpoints. It was targeted to select 7/. respondents, by randomly selecting

fourteen $72% existing customers and one ex@customer from each group in each service provider to administer the &uestionnaire. The respondents rated 7/ factors in a -- point )ikert scale, 7 being the least important to - being the most important. The &uestionnaire was sent< delivered to 78. personnel representing both IT specialists who are involved in planning, maintenance of IT infrastructure and users of I!T services as a tool in their given tasks. ut of 78. &uestionnaires delivered, 707 were duly filled and returned. These two groups were e&ually represented in the sample. "esults of the &uestionnaire survey done among 707 corporate telecom users found that most important factor in continuing an existing service provider was the ability of the service provider to add value to users business value delivery. This was followed by assurance and responsiveness. The least important factors were tangibility, 72 legal undertakings and payment terms. Further it was found that people factors< contributors play a more important role in customer satisfaction than the technology, price and payment terms. This research was carried over in to corporate communication market and the consumer market has not been considered. Therefore a detailed study in customer retention to consumer market might lead to findings where the common resources can be optimi9ed. 0*.The $symmetric Relationship +et,een Customer (oyalty and .inancial !erformance In +&+ Companies ummary% It often assumed that the financial performance of service organi9ations relies on the generation of high levels of customer satisfaction and loyalty. However a number of contributions to the services marketing and service operations literatures over the past decade have called this into &uestion and empirical studies have begun to demonstrate service contexts in which customer satisfaction and loyalty do not always correlate positively with financial performance. #ost of these empirical studies have been based on business to consumer $A/!% contexts, and on latitudinal rather than longitudinal data. This paper raises the &uestion whether the performance linkages between customer satisfaction, loyalty and financial performance might be expected to be different in business to business $A/A% service contexts. These performance relationships are studied in the context of the telecommunications industry, using longitudinal data over a two year period in order to see what can be concluded about the drivers of financial performance in A/A services. The aims of the research also included exploring any similarities or differences between the performance relationships found in A/! and A/A businesses. Following on from the atisfaction- #issatisfaction-

correlation analysis interviews with twelve senior managers across the four businesses were conducted in order to see whether the results accorded with their intuition and expectations, and to invite their explanations of the findings. This paper explores the relationship between customer satisfaction, loyalty and financial performance in the context of the telecommunications industry. , large +uropean telecom company was studied, comprising four different businesses, one of which serves consumers, the other three being business to business companiesB and a longitudinal analysis was conducted of correlations between financial performance and customer satisfaction, customer dissatisfaction, customers= stated intention to repurchase, and their stated willingness to recommend the service. The results indicated, in line with the literature, that dissatisfaction was negatively correlated with revenue in all four businessesB whilst customer satisfaction was strongly correlated with revenue in only one of the companies, a A/A service. The relationship between financial performance and loyalty was less conclusive, and sometimes confusing. ,dvocacy was found to be positively correlated with revenue in two of the companies. However, there was little evidence of a significant relationship between customer retention and revenueB indeed, counter-intuitively, the A/! company demonstrated a negative correlation between customer retention and revenue. This study indicates that in contexts where customer satisfaction does not drive revenues, there may nevertheless be a link between customer dissatisfaction and financial performanceB and highlights the efficacy of measuring dissatisfaction as well as mean satisfaction levels. The results also endorse the growing academic interest in non-linear and asymmetric performance relationships and point to the fact that dissatisfaction may be more closely related to financial performance than satisfaction, particularly when Cmaintenance= rather than Cenhancing= attributes are most valued by the customer. The relationship between customer loyalty and revenues was less conclusive, but the explanation for this appeared to lie in the nature of the competitive arena rather than in differences based on the A/! and A/A typology. Further research is re&uired in order to explore differences in the performance relationships between A/! and A/A companies.

0/.Customer atisfaction in the Mobile Telecom Industry in +ahrain% $ntecedents and Conse0uences ummary%

The mobile telecommunications market in Aahrain is a competitive one, dominated by three companiesD Aatelco, Eain, and Fiva. Aatelco founded in 7137, was the only provider of mobile services in Aahrain until /../. In /../, the Telecommunications "egulatory ,uthority $T",% was established by the government of Aahrain. The establishment of T", enabled and encouraged other mobile service providers to enter the market. Fair competition forces the three competitive mobile service providers to promote, innovate and differentiate their products and services in order to win first-time mobile users, to draw customers away from their rivals, and to retain their current customers. ,s a conse&uence, customer satisfaction has emerged as a ma?or retention factor. The ob?ective of this study is to investigate the importance, determinants, and conse&uences of customer satisfaction in the mobile telecom industry in Aahrain. 'pecifically, the study seeks answers to six crucial &uestions which have been extracted from the literature and a number of satisfactions conceptual and analytical models. The re&uired data were obtained using a structured survey &uestionnaire designed especially for this study. The &uestionnaire contained /. &uestions related to satisfaction, retention, and loyalty. 6ineteen of the twenty &uestions were closedend &uestions. The &uestionnaires were hand-distributed to //3 male and female mobile users in Aahrain, belonging to different age groups. From the //3 completed &uestionnaires, /.0 were usable, resulting in an 314 response rate. The re&uired data were collected in three months and then analy9ed using the 'tatistical (ackage for 'ocial 'ciences $'(''%. The competitive nature of the telecom industry in Aahrain obliges the mobile service providers to prepare and execute proper satisfaction and retention strategies. "esults of the study reveal that 814 of mobile users in Aahrain already switched from one provider to another due to their dissatisfaction with their previous providers or due to better offers, image, and reputation of the new provider. In this study, the ma?or determinants of switching are found to be factors such as Ghad a better offerH, Gdissatisfied with the charges applied by the previous providerH, and Gthe new provider has stronger signal coverage.H ,lthough 1-4 of the respondents were satisfied with their mobile service provider $004 very satisfied and 8/4 somewhat satisfied%, 3-4 of them said they would change to another provider that made a better offer. 'uch a weak association between satisfaction and loyalty comes in line with findings of many other studies. Therefore satisfaction does not guarantee loyalty. "esults also show that even customers who are remaining their current providers and said they have no intention to switch from them, 384 of such customers confirmed that they would switch as soon as they received a better offer from another provider. ,s with satisfaction, loyalty is poorly associated with retention.

01.#eterminants of Customer atisfaction in Telecom Industry $ tudy of Telecom industry !esha,ar 2!2 !a)istan ummary% The purpose of this study is to investigate those factors that can influence customer satisfaction in cellular industry in (eshawar region. , every organi9ation wants to maximi9e the number of customers through customer satisfaction. Therefore this research work is conducted for the reason to find the factors which has a ma?or influence on customer satisfaction. For the study university students were targeted. n random basis 7-. students of five universities were targeted. (opulation is (rivate ;niversities students of (eshawar, Ihyber (akhtunkhwa (akistan were taken as population for this research study. 'urvey was conducted from subscribers using >'# mobile phone operators like #obilink, ;fone,Telenor, :arid and Eong .Juestionnaire was distributed among 73. students of universities on random basis The statistical part of analysis is based on descriptive statistic, !orrelation and regression analysis. "esults indicate that price fairness, customer services and coverage are ma?or factors which can highly affect the customer satisfaction. ,mong all variables, price fairness is the ma?or variable /2. that can satisfy the customer toward their particular service provider. :hile coverage is the second momentous variable with customer service is the third variable that can influence customer satisfaction in cellular industry. Ieeping the findings of this research it is very obvious that the companies should always continue to emphasi9e on price fairness and coverage for consumer satisfaction in telecom industry. It is concluded that price fairness and coverage are the key factors contributing towards customer satisfaction of ;niversity students. the companies should always continue to emphasi9e on price fairness and coverage for consumer satisfaction in telecom industry. The problem of coverage is generally in rural area where sometime customers are not able to gain services from any particular service provider. Thus, it is proved that to be successful over a longer period of time the service provider should provide fair price structure for tariffs, coverage throughout the country and excellent customer services in order to gain the customer satisfaction.

06.The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services Summary: The Iorean mobile telecommunication services industry is facing a new challenge to focus away from attracting new customers, towards retaining existing customers through the promotion of customer loyalty. #obile telecommunication services are now shifting from voice-centered communication to a combination of high-speed data communication and multimedia. #oreover, a stagnating rate of diffusion, indicated by a fall in the rate of increase in subscriber numbers, suggests that the market may have now reached maturity. The central purpose of the study first, to identify variables that constitute customer satisfaction and the switching barrier, insofar as they affect customer loyaltyB second, to carry out an empirical analysis of the relative effects on customer loyalty of customer satisfaction and the switching barrier, and the causal relationships between themB third, to analy9e the ad?ustment effect between customer satisfaction and customer loyalty that is produced by the switching barrierB and, fourth, to examine the strategic implications for mobile carriers attempting to raise the level of customer loyalty. The sample for the survey is current users of mobile telecommunication services. , pilot survey was administered to revise and complement survey &uestions. , total of 0-. survey forms were distributed and all 0-. were collected among them 0.8 valid responses were considered. The sample characteristics in usage of mobile telecommunication services are summari9ed as follows. 'ITelecom, ITF, and )> Telecom comprise -7.84, 02.54 and 72..4 of respondents= subscriptions. The average length of service use appeared to be 00.8 months and average mobile device replacement fre&uency 7.5- times.The result shows that factors establishing service &uality positively affect customer satisfaction, revealed that call &uality, value-added services and customer support are significant. That factors creating switching costs positively affect customer satisfaction. )oss cost and move-in cost were significant in this regard. Interpersonal relationships between carriers and customers have a significantly positive effect on the switching barrier. The conclusion that a high level of satisfaction with pricing structure leads to high customer satisfaction could not be statistically verified in this study.#ove-in costs, such as changing telephone numbers, only add to the switching barrier, and do not appear to affect customer satisfaction and interaction. Aased on the research the researcher suggests that mobile carriers must maximi9e customer satisfaction and the switching barrier , factors

establishing service &uality, the factors with a significant impact on customer satisfaction appeared to be call &uality, value-added services, and customer support, factor significantly affecting the switching barrier appeared to be switching costs such as loss cost, move-in cost, and interpersonal relationships, the switching barrier was revealed to have an ad?ustment effect on customer satisfaction and customer loyalty. This study has also some limitations, there are other factors influencing customer loyalty, apart from factors suggested in this study, such as the demographic characteristics of customers, their life cycles, and their usage pattern of mobile telecommunication services. In order to identify more methodically the factors influencing customer loyalty mobile telecommunication services must be compared with other communications services and with other industries.