What is it about?
In most customer oriented firms, customers tend to leave and use services of the competitors. This publication studies churn specifically the factors that lead to churn in the mobile telecommunication firms.
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Why is it important?
It is a very important subject for the mobile network operators, the investors, the customers themselves, regulators, consumer protection officers, standards officers and many other bodies.
Perspectives
This publication can be put to great use especially for Mobile Network Operators (MNO)s to improve their services and products. A one-on-one interview with customers, by MNOs may not give them a very clear picture because African virtues may make some customers feel that they are impolite. The result of this study is done at an independent level where the MNO customers were free to give their actual views and experiences.
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Read the Original
This page is a summary of: Factors Leading to Mobile Telecommunications Customer Churn in Zambia, International Journal of Engineering Research in Africa, July 2017, Trans Tech Publications,
DOI: 10.4028/www.scientific.net/jera.31.143.
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