Determining chum drivers in Moroccan telecom sector

Dissertant

Nassali, Amani

Thesis advisor

Hamelin, Nicolas

University

Al Akhawayn University

Faculty

The School of Business Administration

University Country

Morocco

Degree

Master

Degree Date

2008

English Abstract

Customer chum is a concept gaining more attention in today’s business environment.

Many firms are hurt form customer attrition, it includes: banking companies, insurance, distribution sector and telecom industry (in three services: mobile, fixed line and internet services).

Practitioners have identified several chum drivers that we could classify into the following: factors caused by companies’ actions (tariff, call quality, billing errors and so forth); factors associated with products characteristics (mobile model) and factors related to personal characteristics (age and income).

This paper investigates chum behavior within the Moroccan Telecom sector.

The focus of the study is to identify the triggers that make customers chviming from one operator to another.

Furthermore, and throughout the study, we try to determine whether there is a relationship between the chum behavior and personal and products characteristics.

Main Subjects

Business Administration
Telecommunications Engineering

Topics

• Consumers
• Attitudes
• Morocco
• Telecommunications

No. of Pages

61

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-628988