Switching intentions in Telecom industry: a case of University students in Bahawalpur

Muhammad Rizwan, Muhammad Aurangzeb Khan, Rabia Khan, Saima Shafiq


Consumers are the valuable assets of the organization as they are the ultimate destination of any product or services since they are the ultimate users of the any product or services thus the success of any organization depends upon the satisfaction  of the customers, if not they will switch to other brands. The present paper attempt to study the consumer switching intentions in the telecommunication industry. The research aimed to find the reasons behind the customer switching behavior in cellular services sector of Pakistan. To conduct the research, we surveyed 170 respondents across the different departments in the ISLAMIA UNIVERSITY BAHAWALPUR. The survey was based on the self administered questionnaire. Respondents were selected on the random basis. After examining the collected results, we inferred that the customer switching intentions mainly dependent on the price, core service failure and then the customer satisfaction. This research also confirms the negative effect of trust on switching .intentions .Trust can increase the loyalty of customer which decreases the intentions of consumers to switch. Using regression it is concluded that proposed variables have a significant relationship with the switching. Companies should focus on these factors to retain their customers and make them loyal enough that they could have a long retention period with the company.

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DOI: https://doi.org/10.5296/jpag.v3i3.6226

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