Factors that affect customer churning behavior in telecom industry in Morocco
Dissertant
Thesis advisor
University
Al Akhawayn University
Faculty
The School of Business Administration
University Country
Morocco
Degree
Master
English Abstract
In a business environment that keeps changing day after day, more corporations are tending to concentrate on customers as it is becoming a very critical factor of success.
Among those businesses, we can see that telecommunication service providers are becoming customer oriented as they started realizing its importance in this field.
Recently in Morocco, telecommunication companies began implementing CRM as a tool to reduce customer churn from a company to another.
As customers who are not satisfied by a certain service are into leaving to find a better service, cellphone service providers are doing efforts to reduce it, and offer a higher value to customers.
The main objectives of our investigation are to identify the reasons and factors that affect churning behavior of customers in telecommunication in Morocco.
As we are investigating the Moroccan market, we conducted a satisfaction survey in several cities in Morocco.
The main reason is to determine which important attributes have to be taken into consideration to heal all the defective services among those operators.
We questioned a sample of almost 500 individuals from February 2013 to March 2013.
We collected Data from customers based on the market share of each company in a way to get proper answers among all the operators in Morocco.
We checked the hypotheses through several tests with a confidence interval of 95% (α=0.05).
As going further with the research we are also trying to check whether the churning behavior of customers could be controlled by the number transfer as well.
Following the issuance of a new Telecom service provider license, the ANRT (Agence Nationale de Réglementation des Telecommunication) authorized and lunched the Number transfer in 2007.
Our research has shown that there is a cause-effect relationship between all the demographic components of the population and the churning behavior.
Moreover, concerning the satisfaction factors of the services delivered by the operators, we could find that respondents rated network coverage as the most important attribute in the service of their operators, in addition to the overall satisfaction which determined the likelihood of churning.
Concerning the survey, we could find that Maroc Telecom and Meditel were rated as the most satisfying service providers.
However, Maroc Telecom has recorded the highest level of customer churn.
Main Subjects
No. of Pages
72
Table of Contents
Table of contents.
Abstract.
Chapter One : Introduction.
Chapter Two : Literature review.
Chapter Three : Research hypotheses.
Chapter Four : Research method.
Chapter Five : Results.
Chapter Six : Regression analysis.
Chapter Seven : Managerial implications.
Chapter Eight : Conclusion.
Chapter Nine : Study limitations.
References.
American Psychological Association (APA)
Eddich, Uthmani. Factors that affect customer churning behavior in telecom industry in Morocco. (Master's theses Theses and Dissertations Master). Al Akhawayn University, Morocco
https://search.emarefa.net/detail/BIM-626603
Modern Language Association (MLA)
Eddich, Uthmani. Factors that affect customer churning behavior in telecom industry in Morocco. (Master's theses Theses and Dissertations Master). Al Akhawayn University.
https://search.emarefa.net/detail/BIM-626603
American Medical Association (AMA)
Eddich, Uthmani. Factors that affect customer churning behavior in telecom industry in Morocco. (Master's theses Theses and Dissertations Master). Al Akhawayn University, Morocco
https://search.emarefa.net/detail/BIM-626603
Language
English
Data Type
Arab Theses
Record ID
BIM-626603
