Chapter VII Findings
From the study it is found that there are many influencing factors like ads, family& friends (word of mouth), retailer play an important role in selecting the service provider. From the study it is found that advertisement media plays a important role in selecting the service provider. Customers rely on advertisements in knowing about the information regarding various operators. From the study it is found that customers exhibit different reasons which influence the customers to switch the operator. The reasons vary from customer to customer. From the study it is found that there is a relationship between loyalty of the customer and the occupation. The usage rate varies from customer to customer. There is a direct relationship between usage rate and to the occupation. The monthly investment of the customers on their phone is depends on their occupation and income level. From the study it is found that people irrespective of their satisfaction exhibited switching. There are many reasons for this. These reasons vary from customer to customer. The reasons are as follows low switching cost, fancy number, change in usage pattern, variety seeking. Some of the respondents replied that they switched voluntarily their operator. The selection of new service provider depended on their experience with the previous service provider. The future plans of the customers regarding their service provider depend upon their experience with their present service provider and their needs. From the factor analysis it is found that among all the factors better offers from competitors is the most influencing factor in switching decision, frequent network position in second place.
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