scholarly journals The problems of organization and legal responsibility (civil and administrative) in the field of telecommunications in Iraq

2020 ◽  
Vol 38 (Especial II) ◽  
pp. 370-377
Author(s):  
Jaafar Naser Abdulridha ◽  
Ghani Ressan Gadder
Keyword(s):  
Mobile Phone ◽  
Service Provider ◽  
Service Providers ◽  
Legal Regulation ◽  
Legal Responsibility ◽  
Mobile Service ◽  
Mobile Phone Use ◽  
Service Contract ◽  
Methodological Basis ◽  
New Business

The objective of the investigation is to analyze problems of organization and legal responsibility (civil and administrative) in the field of telecommunications in Iraq. The methodological basis of research consists of dialectical approaches, as well as special methods of studying legal, comparative-legal, structural-functional phenomena. Mobile phone use has spread widely among consumers. The mobile phone revolution has transformed lifestyles and livelihood resources with their envelopes to creating new business activities and changing the way people communicate. It is concluded that the use of a mobile phone has many effects, which can be social, physical, sanitary, environmental, or legal. For the latter, we note in Iraq that there is no legal regulation of communications that adheres to the provisions of consignment service providers in their relationship with subscribers. In this way, some communications authorities took on the task of creating the legal, political and administrative conditions by issuing policies that identify, in many cases, the conditions to which the mobile service provider includes in the service contract.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

scholarly journals Dynamic Plan Control: An Effective Tool to Manage Demand Considering Mobile Internet Network Congestion

2020 ◽  
Vol 11 (1) ◽  
pp. 91
Author(s):  
Xiaoyu Ma ◽  
Jihong Zhang ◽  
Yuan Cao ◽  
Zhou He ◽  
Jonas Nebel
Keyword(s):  
Programming Problem ◽  
Service Provider ◽  
Service Providers ◽  
Control Method ◽  
Network Capacity ◽  
Mobile Internet ◽  
Mixed Integer ◽  
Mobile Service ◽  
Data Traffic ◽  
Potential Customers

Rapidly increasing mobile data traffic have placed a significant burden on mobile Internet networks. Due to limited network capacity, a mobile network is congested when it handles too much data traffic simultaneously. In turn, some customers leave the network, which induces a revenue loss for the mobile service provider. To manage demand and maximize revenue, we propose a dynamic plan control method for the mobile service providers under connection-speed-restriction pricing. This method allows the mobile service provider to dynamically set the data plans’ availability for potential customers’ new subscriptions. With dynamic plan control, the service provider can adjust data network utilization and achieve high customer satisfaction and a low churn rate, which reflect high service supply chain performance. To find the optimal control policy, we transform the high-dimensional dynamic programming problem into an equivalent mixed integer linear programming problem. We find that dynamic plan control is an effective tool for managing demand and increasing revenue in the long term. Numerical evaluation with a large European mobile service provider further supports our conclusion. Furthermore, when network capacity or potential customers’ willingness to join the network changes, the dynamic plan control method generates robust revenue for the service provider.

scholarly journals Conceptualization of factors affecting customer satisfaction on online food delivery among young executives in Sri Lanka

2021 ◽  
Author(s):  
Amal Wijenayaka
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Delivery System ◽  
Service Providers ◽  
Emerging Market ◽  
Food Delivery ◽  
Mobile Service ◽  
Online Service ◽  
True Nature ◽  
New Business

As a new food delivery system has emerged to capture a larger share of the industry's sales, the online food delivery sector has risen. This new business delivery system has gained widespread acceptance, particularly among young, active, and hardworking individuals. Furthermore, this business has become more competitive due to the increasing number of new business entries and the expectations of users as a result of the anxiety associated with online ordering and the convenience of ordering at any time. In order to succeed in this emerging market, Customers require online service providers to understand the true nature and requirements of their customers and all essential points of the online service industry. This study aims to gather the information that will assist online food service providers to understand the requirements and characteristics of this new service delivery system, which is currently under development. The purpose of this study is to examine the relationships between customers' perceived service quality for online food delivery and its effect on customer satisfaction by adopting a questionnaire from the Mobile Service Quality Study (M-S-QUAL).

Demographic Factors Influencing the Adoption of Mobile Phones in the Utilization of Formal Financial Services by Smallholder Farmers in Kenya

2020 ◽  
Vol 2 (1) ◽  
pp. 81-92
Author(s):  
Joseph Masinde Wabwire
Keyword(s):  
Mobile Phone ◽  
Mobile Phones ◽  
Financial Services ◽  
Service Providers ◽  
Smallholder Farmers ◽  
Linear Regression Analysis ◽  
Demographic Factors ◽  
Simple Random Sampling ◽  
Mobile Service ◽  
Factors Influencing

The study aimed at assessing the demographic factors influencing adoption of mobile phones in the utilization of formal financial services by smallholder farmers in Kenya. Financial access household survey showed that 80 percent of Kenyan adults own a formal bank account. Whilst significant advances have been made in financial technology products, their penetration and usage among smallholder farmers in utilizing financial services and particularly the demographic factors influencing them remains unestablished. Research into more innovative, intermediated solutions, effective participation and inclusion of appropriate community-based groups in mobile financial services is, therefore, necessary. The target population for this study were smallholder farmers from Nakuru, Busia and Kirinyaga Counties in Kenya.  Simple random sampling and Convenience sampling techniques were used to select 496 smallholder farmers as respondents for the study. Data was collected using copies of a researcher developed questionnaire and data collection sheet. Quantitative data was analysed using multiple linear regression analysis with the aid of SPSS software. The findings revealed that demographic factors were important in predicting mobile phone utilization for formal financial services among smallholder farmers in Kenya. Therefore, the study recommends that mobile phone mobile service providers should collaborate with financial service providers to enable the farmers upgrade their phones to access more financial services platforms.

scholarly journals Brand Switching Pattern Discovery by Data Mining Techniques for the Telecommunication Industry in Australia

2016 ◽  
Vol 20 ◽  
Author(s):  
Md Zahidul Islam ◽  
Steven D’Alessandro ◽  
Michael Furner ◽  
Lester Johnson ◽  
David Gray ◽  
...  
Keyword(s):  
Data Mining ◽  
Mobile Phone ◽  
Domain Knowledge ◽  
Service Providers ◽  
Mobile Service ◽  
Data Mining Techniques ◽  
Brand Switching ◽  
Switching Patterns ◽  
Switching Models ◽  
Mobile Phone Usage

There is more than one mobile-phone subscription per member of the Australian population. The number of complaints against the mobile-phone-service providers is also high. Therefore, the mobile service providers are facing a huge challenge in retaining their customers. There are a number of existing models to analyse customer behaviour and switching patterns. A number of switching models may also exist within a large market. These models are often not useful due to the heterogeneous nature of the market. Therefore, in this study we use data mining techniques to let the data talk to help us discover switching patterns without requiring us to use any models and domain knowledge. We use a variety of decision tree and decision forest techniques on a real mobile-phone-usage dataset in order to demonstrate the effectiveness of data mining techniques in knowledge discovery. We report many interesting patterns, and discuss them from a brand-switching and marketing perspective, through which they are found to be very sensible and interesting.

scholarly journals Modeling the rationality of customers’ switching mobile services behavior

2019 ◽  
Vol 11 ◽  
pp. 184797901986541 ◽  
Author(s):  
Sa’Ed M Salhieh
Keyword(s):  
Customer Loyalty ◽  
Service Provider ◽  
Rational Choice Theory ◽  
Choice Theory ◽  
Service Providers ◽  
Mobile Services ◽  
Switching Behavior ◽  
Mobile Service ◽  
Logistics Regression ◽  
True Choice

This article analyzes the rationality of customer’s behavior when switching mobile services. Customer rationality is manifested by selecting the service provider capable of delivering the highest amount of benefits to the customer. A model based on multinomial logistics regression that makes use of the rational choice theory is developed to emulate customers’ service switching behavior and predicts the probability of switching mobile services. Customer rationality is assessed by comparing the choice predicted by the model with the true choice of customers and rationality is considered as achieved when a customer chooses a service provider that maximizes his/her benefit. The model was tested and validated by modeling the behavior of customers in the Jordanian telecommunication market and a rationality assessment was conducted. The results show that mobile service customers in Jordan are making rational decisions and would be willing to switch their current service provider if offered a better service. The study encourages service providers to challenge their assessment of customer loyalty and investigate new ways to enhance customer experience and guarantee customer loyalty.

scholarly journals Perspectives of Adolescents, Parents, Service Providers and Teachers on Mobile Phone Ownership, Access and use For SRH Information Among Adolescents

2021 ◽  
Author(s):  
Beverlyn Marion Ochieng ◽  
Monica A Magadi ◽  
Lesley Smith ◽  
Bev Orton ◽  
Mark Hayter ◽  
...  
Keyword(s):  
Mobile Phone ◽  
Mobile Phones ◽  
Health Knowledge ◽  
Service Providers ◽  
Qualitative Content Analysis ◽  
Public Health Practice ◽  
Cost Effective ◽  
Mobile Phone Use ◽  
Ease Of Access ◽  
School Heads

Abstract Introduction: Mobile health (mHealth) programmes offer opportunities to improve sexual and reproductive health (SRH) for adolescents by providing information. Researchers define mHealth as a “medical and public health practice supported by mobile devices”. mHealth is increasingly used to deliver health interventions including adolescent SRH. However, knowledge gaps remain regarding the utilization and effectiveness of these programmes. This study reports findings of a qualitative study carried out in Homabay County, Kenya. Purpose: We aimed to establish if mHealth would facilitate access of SRH information by adolescents, and whether adolescents would participate in SRH-related content delivered on mobile phones, based on their experiences and existing constraints.Methods: This was a qualitative exploratory study seeking to gain an understanding of the experiences of adolescents concerning their mobile phone ownership, access and use. The study population included adolescents, parents, teachers and health care workers and community health volunteers (CHVs). Data were collected through 25 Focus Group Discussions (FGDs) and 19 key informant interviews (KIIs). The FGDs consisted of five groups each for girls, boys, fathers, mothers and CHVs. We purposively selected five primary school heads, five secondary school heads and nine health facilities in-charges for KIIs. Data were analyzed through thematic and qualitative content analysis.Results: Mobile phone use was frequent among adolescents accessing phones from parents and friends. The most popular use of mobile phones was short messaging service (SMS) with girls and boys citing chatting, SMS and watching movies. Service providers emphasized accessing health knowledge. Teachers emphasized accessing SRH information. All respondent categories highlighting ease of access and potential reach to large numbers of adolescents and hence an effective and efficient approach. Respondents lauded the potential of mobile phones to promote learning of useful SRH information among adolescents to influence their behavior formation, modification and or change by learning about diseases and receiving advice. Mobile phones overcame barriers experienced by adolescents when seeking sensitive SRH information and services such as stigma, discrimination, and lack of privacy and confidentiality. Conclusion: Mobile phones can provide safe, accurate, cost-effective, and timely SRH information and services tailored to the needs of adolescents to influence their behavior

scholarly journals Mobile phone-assisted agricultural extension services: User competency and usage frequency in eastern Ghana

2021 ◽  
Vol 21 (105) ◽  
pp. 18886-18911
Author(s):  
C Nyaplue-Daywhea ◽  
◽  
JK Ahiakpa ◽  
OA Mensah ◽  
F Annor-Frempong ◽  
...  
Keyword(s):  
Mobile Phone ◽  
Mobile Phones ◽  
Service Providers ◽  
Smallholder Farmers ◽  
Agricultural Extension ◽  
Adoption Process ◽  
Eastern Region ◽  
Extension Services ◽  
Mobile Phone Use ◽  
Usage Frequency

Adoption studies have mainly focused on econometric and quantitative modelling that usually assume smallholder farmers competently adopt agricultural technologies. This study provides novel insights on user competency and frequency of usage of mobile telephony for agricultural extension services among smallholder farmers and agricultural extension agents (AEAs) and key factors that impede the adoption process. The study examined users’ competencies and mobile phone usage frequency for access and delivery of agricultural extension services in Eastern Ghana. A multi-stage sampling procedure was used to select 95 AEAs and 330 smallholder farmers in five districts of the Eastern region of Ghana and data were collected through semi-structured interviews. Descriptive statistics, Pearson correlation and regression analyses were performed to analyse the data. Results showed substantial differences between AEAs and smallholder farmers’ competency in the use of mobile phones for agricultural extension services. Socio-demographic characteristics of smallholder farmers and AEAs correlated with usage frequency of mobile phones for access to extension services and delivery. Educational level, amount of weekly expenditure of money on mobile phone use, mobile phone network quality, income level, and age of both AEAs and smallholder farmers had positive and significant correlations with frequency of usage of mobile phones. User competency differentially impacts the frequency of mobile phone use in agricultural extension services between AEAs and smallholders. High call tariffs and access to recharge cards are major challenges in using mobile phones for agricultural extension in the study areas. The study shows components of the adoption theory of compatibility, and complexity where an innovation fits within the socio-cultural framework and perceived difficulty of use. Thus, the frequent use of voice calls is indicative of early stages of the diffusion process and may diversify into other applications in the future. Farmer-based organisations should be resourced to support training of farmers to use mobile phones to improve access to agricultural information dissemination. Integrating voice-based agricultural information services (IVRs) into the current SMS-based agricultural extension services in Ghana could potentially boost extension service delivery to smallholder farmers in the Eastern region and across the country. The Ministry of Food and Agriculture may partner with key stakeholders and mobile service providers to offer hands-on capacity building to smallholder farmers and AEAs in video calling/conferencing, multimedia service, and social media to enhance their competencies for improved agricultural extension services.

IoT Digital Service Provider

2019 ◽  
pp. 221-244
Author(s):  
Filipe Cabral Pinto ◽  
Isabel Borges ◽  
Fernando Santiago
Keyword(s):  
Service Provider ◽  
Value Chain ◽  
Service Providers ◽  
Digital Transformation ◽  
Cutting Edge ◽  
Communication Service ◽  
Deep Knowledge ◽  
Digital Service ◽  
New Business ◽  
The Way

Digitalization is changing the way people live and interact. A new society has been built supported by cutting-edge technology changing even the most conservative habits. This new dynamic also changes the way people consume and relate to different brands. Communication service providers are evolving their business and taking digital transformation initiatives to engage customers by putting them at the center of their operations. But only the deep knowledge of customers guarantees a change with value. The advent of the IoT enables getting useful insights about people context facilitating the delivery of personalized offers and first-class experiences all over the journey. New business can be created in an endless market across different domains. However, the IoT value chain is complex and interactions between stakeholders are not always clear. This chapter presents the on-boarding of the IoT on the service provider actuation sphere.

Customers' Continuance Intention Regarding Mobile Service Providers

2016 ◽  
Vol 24 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Anis Khedhaouria ◽  
Roy Thurik ◽  
Calin Gurau ◽  
Eric van Heck
Keyword(s):  
Service Provider ◽  
Service Providers ◽  
Status Quo ◽  
Status Quo Bias ◽  
Mobile Service ◽  
Continuance Intention ◽  
Phone Service ◽  
Using Data ◽  
Moderating Role

Using a status quo bias perspective, this paper examines the relation between customers' inertia and continuance intention, identifying the moderating role of contractual subscription on this relationship. The authors' model is validated using data collected from 457 mobile phone service customers and partial least squares. Results show that customers continue with mobile service providers due to their inertia resulting from habit and switching costs. The effect of customers' inertia on their continuance intention is stronger when they have a contractual subscription with the mobile service provider. The authors' results show the importance of including inertia when studying customers' continuance intention and taking into account the specific moderating effect of contractual subscription.

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