An Empirical Investigation of Factors Determining the Consumers’ Choice of Mobile Service Providers

• Main Authors: Vikas Gautam, Mukund Kumar
• Format: Article
• Language: English
• Published: Isarder 2011-12-01
• Series: İşletme Araştırmaları Dergisi
• Subjects: Consumer Perception; Exploratory Factor Analysis; Structural Equation Modeling
• Online Access: http://www.isarder.org/isardercom/2011vol3no4/a11.pdf

After the implementation of government policies on globalization and liberalization, the consumers have become more critical about the selection of service providers. Consumers are now very much aware of the alternatives available in relation to services and the provider organizations. Expectations of consumers are rising and the provider organizations should be aware of these expectations. The objective of the present study is to examine the factors responsible for helping the consumers to choose mobile telecommunication service provider among the competitors in the market. The primary statistical techniques used in the study are Exploratory Factor Analysis, and Structural Equation Modeling. The data was collected with the help of structured questionnaire consisting of different questions related to demographics, service quality, product quality and availability, promotion and price in order to study perceptions of consumers. In order to examine these above mentioned variables and to derive meaningful conclusions, use of structural equation modelling was imperative. AMOS (Analysis of Moment Structure) version 16.0 was employed in the research to test the underlying hypotheses of the study. Results showed that the paths are significantly related to the casual processes. Price was found to be the most important factor followed by product quality and availability, service quality, and promotion in determining perceptions of customers towards mobile telecommunication services. It is expected that the findings of the study may provide meaningful insights to the service providers and contribute in improving their strategies and marketing operations.