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Measuring the Competitiveness Factors in Telecommunication Markets

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Competitiveness in Emerging Markets

Part of the book series: Contributions to Management Science ((MANAGEMENT SC.))

Abstract

Telecommunication sector has emerged as the fastest growing tech market in the world. This chapter measures the competitiveness of factors in telecommunication markets and focuses on service quality and customer satisfaction in telecommunication markets. Moreover, this chapter is mainly descriptive in nature and, is conducted based on a mixture of primary and secondary data. It proposes an approach to develop the conceptual framework of service quality, competitive factors of customer satisfaction and loyalty in the telecommunication markets. It is also proved in the constructed model and hypotheses development on the six-independent competitive factors and those are value-added service (VAS), price and tariff, conveniences, customer care which has a positive significant influence on customer satisfaction, communication and coverage and sales promotion which has a negative influence on customer satisfaction in telecommunication markets. It emphases on emerging telecommunication markets where having seven features as emerge from the change in technology, change in Government law and regulation, change in value-added service, change in social media demand, change in sales promotion, change in user behaviour and change in market competition. A summary of the main findings of the study has been presented with addressing managerial implications and recommendations in telecommunication markets. The chapter can help researchers to generate new thoughts and service provider of telecommunication operators to retain the customer on the basis of findings.

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Notes

  1. 1.

    The Mobile Economy 2017, website at www.gsma.com

  2. 2.

    GSMA Intelligence Analysis.

  3. 3.

    Mobile Industry Impact Report 2016: Sustainable Development Goals, GSMA, 2016.

  4. 4.

    Transforming our world: the 2030 Agenda for Sustainable Development, United Nations (UN).

  5. 5.

    GSMA Intelligence report, web site at http://gsmaintelligence.com/

  6. 6.

    Ericsson report, web site at https://www.ericsson.com/mobility-report

  7. 7.

    Investopedia, The World’s Top 10 Telecommunications Companies|Investopedia website at http://www.investopedia.com/articles/markets/030216/worlds-top-10-telecommunications-companies.asp#ixzz4mXnU2RKo

  8. 8.

    Web site at http://alert-komunikacije.com/2016/10/31/top-10-telecom-companies-world-2016/

  9. 9.

    Bangladesh Telecommunication Regulatory Commission (BTRC) Report 2017, website at http://www.btrc.gov.bd

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Authors and Affiliations

  1. Department of Marketing, Begum Rokeya University, Rangpur, Bangladesh

    Md. Nekmahmud

  2. Australian Academy of Business Leadership, Minto, NSW, Australia

    Shafiqur Rahman

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Correspondence to Md. Nekmahmud .

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  1. University of Teheran, Tehran, Iran

    Datis Khajeheian

  2. Berlin University of Digital Sciences, Berlin, Germany

    Mike Friedrichsen

  3. Stuttgart Media University, Stuttgart, Germany

    Wilfried Mödinger

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Nekmahmud, M., Rahman, S. (2018). Measuring the Competitiveness Factors in Telecommunication Markets. In: Khajeheian, D., Friedrichsen, M., Mödinger, W. (eds) Competitiveness in Emerging Markets. Contributions to Management Science. Springer, Cham. https://doi.org/10.1007/978-3-319-71722-7_18

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