Modelling the antecedents and consequence of consumer switching behaviour in Ghanaian mobile telecommunication industry

Simon Gyasi Nimako and Benjamin Aggrey Ntim

International Journal of Business and Emerging Markets, 2015, vol. 7, issue 1, 37-75

Abstract: The paper proposed and empirically validated a theoretical model for explaining antecedents and consequence of consumer switching intentions in the mobile telecommunication service context. The proposed model was validated with data from 736 subscribers of six global providers of telecommunication services. Results indicate that the proposed model explains 59% of switching intentions; all antecedents under push, pull and three types of mooring effects significantly influence switching intentions. Switching intention was found to negatively affect loyalty and recommendation behaviour, but did not influence switching behaviour. The study provides theoretical extensions to the push-pull-mooring model of consumer switching. While the study is limited to the mobile telephony context, it offers a new theoretical model that enables marketing managers to fully conceptualise competing factors that affect consumer switching process.

Keywords: consumer switching intentions; relationship strength; MNP; mobile number portability; telecommunications industry; structural equation modelling; Ghana; PPM theory; push pull mooring; telecoms; mobile phones; mobile communications; cell phones; SEM; global providers; loyalty; recommendations; recommending; marketing managers; competing factors. (search for similar items in EconPapers)
Date: 2015
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Citations: View citations in EconPapers (1)

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