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Dissertations / Theses on the topic 'Cellular telephone services industry – Singapore'

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Published: 4 June 2021

Last updated: 6 February 2022

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1

Fong, Sharon Mei Chan. "Examining re-patronising intentions formation : the intention-as-wants model." University of Western Australia. Graduate School of Management, 2008. http://theses.library.uwa.edu.au/adt-WU2008.0020.

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Competition in the mobile services industry is intense, with players in the industry offering generally similar subscription plans. Opportunities are few for differentiating one service provider from another. In the light of prior research suggesting value is multi-dimensional, the present study, which examines how these dimensions impact customer satisfaction and repurchase intentions, provides differentiation opportunities for mobile service providers through focusing on value dimensions that are important to customers. Of six perceived value dimensions examined in the present research, value for money, reputation and social value dimensions had significant effects on customer satisfaction and repurchase intentions. One way for companies in the highly commoditized mobile service industry to minimize customer defection is to enhance their relationships with customers. However, as relationship building comes with a cost, it is of interest for companies to know whether certain customer groups will reciprocate more than others with loyalty if they are satisfied. The results from the present study show customer relationship inclination, the customer attribute examined, did not moderate the relationship between customer satisfaction and repurchase intention. Finally, recent studies have differentiated measures of repurchase intentions on the basis of volition levels and have suggested that better model fit can be achieved when higher volition measures are used. Intentions-as-expectations represents the lower volition end and intentions-as-wants represents the higher volition end of intention measure. However, the present study did not find any significant differences in model fit with the different intention measures used.

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2

Ouersoontornwatana, Ajana. "Nokia's marketing stategies of mobile phones in Thailand and Hong Kong." CSUSB ScholarWorks, 2002. https://scholarworks.lib.csusb.edu/etd-project/2208.

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In recent years, the mobile phone has been used as a tool to conduct business in many areas. The insufficient number of fixed wireless services has created an opportunity for the entry of mobile phone systems into the market to provide telecommunication sevice in Thailand and Hong Kong. Mobile phone use has been growing dramatically during the past ten years as a result of the high rate of economic growth.

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3

Sung, Che-ming. "A network approach to the study of the next generation in the mobile telephone market /." Hong Kong : University of Hong Kong, 1995. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1470898X.

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4

Park, Dong Un. "Latecomer firms and pursuit of a dual frontier : the case of Korean handset manufacturers." Thesis, University of Sussex, 2016. http://sro.sussex.ac.uk/id/eprint/65094/.

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The subject of this thesis is a group of emergent leading firms in developing countries pursuing a ‘dual frontier', achieving technology supremacy and establishing market autonomy, and entering a newly emerging market in the context of the latter half of the 20th century. Whilst the previous literature on catching-up and transition generally centres on the area of technological development of latecomer firms, this thesis extends the scope of analysis to a broader issue of technological development and marketing strategies of latecomer firms in transition. The thesis builds upon two different streams of literature: first the catching-up process in latecomer firms for the theoretical and empirical rationales, and second the boundaries of a firm and inter-firm coordination in technological frontier firms for the theoretical guidance to a systematic analysis. Using industry case studies of the Korean mobile handset manufacturers Samsung and LG Electronics, the thesis first shows that there could be windows of opportunity available for international technology transfer to emergent leading firms in the emerging stage of a new industry from competition to achieve a dominant compatibility standard among technology leaders. However, the research stresses that the characteristic of these technologies is cutting-edge but technologically incomplete and commercially unproven, which highlights the importance of previous experience and capacity for successful commercialisation. Moreover, the thesis shows that Korean firms pursuing a dual frontier overcame their uneven development between technological and marketing capabilities through intensive inter-firm collaborations with intermediary users, that is Mobile Network Operators (MNOs). In the thesis, it is stressed that Korean firms competed against technology leaders like Nokia in export markets by complementing weak marketing capabilities based on continuous collaborations with MNOs, evolving from von Hippelian to Teecean inter-firm relationships. Lastly, the thesis introduces to the literature on industry organisation a new form of an outsourcing organisation, termed a ‘contract developer' (CD), which has been identified as a group of firms that is unilaterally specialised in, and that carries out development outsourcing projects for, mobile handset Own Brand Manufacturers (OBMs). The thesis reveals that CDs emerged from the industry shake-out and the co-specialised structure between mobile handset OBMs and MNOs in the industry and served as one of main mechanisms that supported the successful globalisation of the Korean firms. Therefore, the thesis argues that the key strategy that Korean emergent leading firms adopted to compete at the world frontier can be described as a ‘quasi' extension of firm boundaries in terms of development resources (the CDs) and in terms of downstream capabilities (the MNOs).

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5

Van, Heerden Johan H. "Detecting fraud in cellular telephone networks." Thesis, Stellenbosch : Stellenbosch University, 2005. http://hdl.handle.net/10019.1/50314.

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Thesis (MSc)--University of Stellenbosch, 2005.
ENGLISH ABSTRACT: Cellular network operators globally loose between 3% and 5% of their annual revenue to telecommunications fraud. Hence it is of great importance that fraud management systems are implemented to detect, alarm, and shut down fraud within minutes, minimising revenue loss. Modern proprietary fraud management systems employ (i) classification methods, most often artificial neural networks learning from classified call data records to classify new call data records as fraudulent or legitimate, (ii) statistical methods building subscriber behaviour profiles based on the subscriber’s usage in the cellular network and detecting sudden changes in behaviour, and (iii) rules and threshold values defined by fraud analysts, utilising their knowledge of valid fraud cases and the false alarm rate as guidance. The purpose of this thesis is to establish a context for and evaluate the performance of well-known data mining techniques that may be incorporated in the fraud detection process. Firstly, a theoretical background of various well-known data mining techniques is provided and a number of seminal articles on fraud detection, which influenced this thesis, are summarised. The cellular telecommunications industry is introduced, including a brief discussion of the types of fraud experienced by South African cellular network operators. Secondly, the data collection process and the characteristics of the collected data are discussed. Different data mining techniques are applied to the collected data, demonstrating how user behaviour profiles may be built and how fraud may be predicted. An appraisal of the performances and appropriateness of the different data mining techniques is given in the context of the fraud detection process. Finally, an indication of further work is provided in the conclusion to this thesis, in the form of a number of recommendations for possible adaptations of the fraud detection methods, and improvements thereof. A combination of data mining techniques that may be used to build a comprehensive fraud detection model is also suggested.
AFRIKAANSE OPSOMMING: Sellulêre netwerk operateurs verloor wêreldwyd tussen 3% en 5% van hul jaarlikse inkomste as gevolg van telekommunikasie bedrog. Dit is dus van die uiterse belang dat bedrog bestuurstelsels geïmplimenteer word om bedrog op te spoor, alarms te genereer, en bedrog binne minute te staak om verlies aan inkomste tot ’n minimum te beperk. Moderne gepatenteerde bedrog bestuurstelsels maak gebruik van (i) klassifikasie metodes, mees dikwels kunsmatige neurale netwerke wat leer vanaf geklassifiseerde oproep rekords en gebruik word om nuwe oproep rekords as bedrog-draend of nie bedrog-draend te klassifiseer, (ii) statistiese metodes wat gedragsprofiele van ’n intekenaar bou, gebaseer op die intekenaar se gedrag in die sellulêre netwerk, en skielike verandering in gedrag opspoor, en (iii) reëls en drempelwaardes wat deur bedrog analiste daar gestel word, deur gebruik te maak van hulle ondervinding met geldige gevalle van bedrog en die koers waarteen vals alarms gegenereer word. Die doel van hierdie tesis is om ’n konteks te bepaal vir en die werksverrigting te evalueer van bekende data ontginningstegnieke wat in bedrog opsporingstelsels gebruik kan word. Eerstens word ’n teoretiese agtergrond vir ’n aantal bekende data ontginningstegnieke voorsien en ’n aantal gedagteryke artikels wat oor bedrog opsporing handel en wat hierdie tesis beïnvloed het, opgesom. Die sellulêre telekommunikasie industrie word bekend gestel, insluitend ’n kort bespreking oor die tipes bedrog wat deur Suid-Afrikaanse sellulˆere telekommunikasie netwerk operateurs ondervind word. Tweedens word die data versamelingsproses en die eienskappe van die versamelde data bespreek. Verskillende data ontginningstegnieke word vervolgens toegepas op die versamelde data om te demonstreer hoe gedragsprofiele van gebruikers gebou kan word en hoe bedrog voorspel kan word. Die werksverrigting en gepastheid van die verskillende data ontginningstegnieke word bespreek in die konteks van die bedrog opsporingsproses. Laastens word ’n aanduiding van verdere werk in die gevolgtrekking tot hierdie tesis verskaf, en wel in die vorm van ’n aantal aanbevelings oor moontlike aanpassings en verbeterings van die bedrog opsporingsmetodes wat beskou en toegepas is. ’n Omvattende bedrog opsporingsmodel wat gebruik maak van ’n kombinasie van data ontginningstegnieke word ook voorgestel.

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6

Ho, Ming-Ju. "System deployment and capacity enhancing techniques for mobile radio." Diss., Georgia Institute of Technology, 1996. http://hdl.handle.net/1853/14816.

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7

So, Hong-pak Ryan. "A study on the segmentation of Hong Kong mobile communications market and its marketing implications /." Hong Kong : University of Hong Kong, 1995. http://sunzi.lib.hku.hk/hkuto/record.jsp?B14038614.

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8

Kchao, Camroeum. "Direct sequence spread spectrum cellular radio." Diss., Georgia Institute of Technology, 1991. http://hdl.handle.net/1853/13719.

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9

Wong, Wing-lun Alan. "The development and competition of the mobile phone industry in Hong Kong /." Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19872124.

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10

Caffery, James Joseph Jr. "Wireless location in CDMA cellular radio systems." Diss., Georgia Institute of Technology, 1998. http://hdl.handle.net/1853/15504.

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11

Wang, Li-Chun. "Channel modeling and architecture for cellular-based personal communications." Diss., Georgia Institute of Technology, 1996. http://hdl.handle.net/1853/13716.

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12

Conner, William J. "The effects of China entering the World Trade Organization on the South Korean wireless telecommunication industry." Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2003. http://handle.dtic.mil/100.2/ADA420219.

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Thesis (M.S. in National Security Affairs)--Naval Postgraduate School, December 2003.
Thesis Advisor(s): H. Lyman Miller, Glenn R. Cook. "December 2003." Includes bibliographical references (p. 63-67). Also available in print.

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13

Conner, William J. "The effects of China entering the World Trade Organization on the United States' wireless telecommunication industry." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2003. http://library.nps.navy.mil/uhtbin/hyperion-image/03Dec%5FConner%5FITM.pdf.

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Thesis (M.S. in Information Technology Management)--Naval Postgraduate School, December 2003.
Thesis advisor(s): H. Lyman Miller, Glenn Cook. Includes bibliographical references (p. 69-74). Also available online.

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14

Joung, Jinsoup. "Cochannel interference canceling receivers for TDMA systems." Diss., Georgia Institute of Technology, 2000. http://hdl.handle.net/1853/21806.

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15

Davoli, Mario. "Cellular phone network service prototyping direct manipulation 3D virtual environment for design, training, marketing and documentation /." Swinburne Research Bank, 2001. http://hdl.handle.net/1959.3/22429.

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Thesis (PhD) - Swinburne University of Technology, 2001.
Submitted for the degree of Doctor of Philosophy, Swinburne University of Technology - 2001. Typescript. Includes bibliographical references (p. 120-128).

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16

Sung, Che-ming, and 宋志明. "A network approach to the study of the next generation in the mobile telephone market." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1995. http://hub.hku.hk/bib/B31266824.

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17

Ghaziasgar, Mehrdad. "The use of mobile phones as service-delivery devices in sign language machine translation system." Thesis, University of the Western Cape, 2010. http://etd.uwc.ac.za/index.php?module=etd&action=viewtitle&id=gen8Srv25Nme4_7216_1299134611.

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This thesis investigates the use of mobile phones as service-delivery devices in a sign language machine translation system. Four sign language visualization methods were evaluated on mobile phones. Three of the methods were synthetic sign language visualization methods. Three factors were considered: the intelligibility of sign language, as rendered by the method
the power consumption
and the bandwidth usage associated with each method. The average intelligibility rate was 65%, with some methods achieving intelligibility rates of up to 92%. The average le size was 162 KB and, on average, the power consumption increased to 180% of the idle state, across all methods. This research forms part of the Integration of Signed and Verbal Communication: South African Sign Language Recognition and Animation (SASL) project at the University of the Western Cape and serves as an integration platform for the group's research. In order to perform this research a machine translation system that uses mobile phones as service-delivery devices was developed as well as a 3D Avatar for mobile phones. It was concluded that mobile phones are suitable service-delivery platforms for sign language machine translation systems.

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18

Fung, Victor. "Bit error simulation of FSK, BPSK, and pi/4 DQPSK in flat and frequency-selective fading mobile radio channels using two-ray and measurement- based impulse response models." Thesis, This resource online, 1991. http://scholar.lib.vt.edu/theses/available/etd-08142009-040410/.

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19

Landron, Orlando. "Microwave multipath resolution in microcellular channels." Thesis, This resource online, 1992. http://scholar.lib.vt.edu/theses/available/etd-03032009-040639/.

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20

Cosgrove, Stephen Richard. "Mobile data services adoption in New Zealand future predictions : a thesis submitted to the graduate faculty of Design and Creative Technologies, Auckland University of Technology, School of Computer and Information Sciences in partial fulfilment of the requirements for the degree of Master of Computing Information Systems, Auckland, New Zealand, 2007." Click here to access this resource online, 2007. http://hdl.handle.net/10292/402.

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Thesis (MCIS - Computer and Information Sciences) -- AUT University, 2007.
Includes bibliographical references. Also held in print (xii, 100 leaves : ill. ; 30 cm.) in the Archive at the City Campus (T 384.5 COS)

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21

Pendyala, Chandra Mohan. "On the optimal location of transmitters for micro-cellular radio communication system design." Thesis, This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-07112009-040406/.

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22

Dlamini, Joe. "Framework for identifying areas in the operations division of Vodacom that could be outsourced." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/80787.

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Thesis (MBA)--Stellenbosch University, 2008.
ENGLISH ABSTRACT: Telecommunication operators are faced with the challenges of rising upward pressure by the competition; this is mainly due to the saturation of subscribers and the aggressive battle for a share of the customer wallet. This has forced mobile network operators to look for new opportunities to drive growth and to cut costs in business operations. The battleground rules are mainly defined by the speed with which new technologies are introduced, customer perception of the quality of the network, and site planning. The purpose of this study is to identify a framework to help the company identify activities which, due to their level and quality of performance, either help or hinder the performance of critical success factors. The starting point for this process is defining the critical success factors based on the company‟s high level priorities. Thereafter, activities that are critical or non-critical, based on their influence on each critical success factor, are identified. Finally, Vodacom‟s operations group activities in a value chain are analysed. The framework is applied to analyse Vodacom‟s operations group activities in a value chain with a view to improve sustainable execution of critical success factors. The report concludes with a decision to outsource activities that are non-critical and are being performed poorly, and the strategic outsourcing of those critical activities which require specialised skills easily sourced outside the company instead of Vodacom spending huge amounts of money in attracting and retaining such specialised skills.
AFRIKAANSE OPSOMMING: Telekommunikasie-ondernemings staan voor die uitdaging om toenemende opwaartse druk van hul mededingers doeltreffend aan te spreek, hoofsaaklik as gevolg van die oorversadigde intekenaarmark en die agressiewe stryd om 'n aandeel van die kliënt se beursie. Dit noop selfoonnetwerkondernemings om te soek na nuwe geleenthede om groei te dryf en om die bedryfskostes van die onderneming te besnoei. Die reëls op die gevegsfront word neergelê deur onder andere die tempo waarteen nuwe tegnologie bekend gestel word, die kliënt se persepsie van die netwerkkwaliteit, en terreinbeplanning. Hierdie studie het ten doel om 'n raamwerk te identifiseer wat die onderneming kan gebruik om te help met die identifisering van aktiwiteite wat as gevolg van hul vlak en gehalte van prestasie die kritiese suksesfaktore óf positief óf negatief beïnvloed. Die vertrekpunt in hierdie proses is die bepaling van kritiese suksesfaktore gegrond op die maatskappy se hoë-vlak prioriteite, en daarna moet aktiwiteite wat kritiek of nie-kritiek is op grond van hul invloed op elk van die kritiese suksesfaktore, geïdentifiseer word. Daarna word Vodacom se operasionele groepsaktiwiteie in 'n waarde-ketting ontleed. Die raamwerk word gebruik om Vodacom se operasionele groepsaktiwiteie in 'n waarde-ketting te ontleed met die oog op die verbetering van die volhoubare uitvoering van die kritiese suksesfaktore. Die verslag sluit af met 'n aanbeveling dat nie-kritiese aktiwiteite wat swak verrig word, uitgekontrakteer moet word; en dat ook daardie kritiese aktiwiteite wat gespesialiseerde vaardighede vereis en waarvan daar 'n oorvloed buite die onderneming bestaan, uitgekontrakteer moet word eerder as wat Vodacom groot bedrae geld spandeer aan die werwing en instandhouding van sulke gespesialiseerde vaardighede.

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23

So, Hong-pak Ryan, and 蘇康伯. "A study on the segmentation of Hong Kong mobile communications market and its marketing implications." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1995. http://hub.hku.hk/bib/B31266812.

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24

Fong, Sharon Mei Chan. "Examining re-patronising intentions formation : the intention-as-wants model /." Connect to this title, 2007. http://theses.library.uwa.edu.au/adt-WU2008.0020.

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25

Li, Yingjie. "Bit error rate simulation of a CDMA system for personal communications." Thesis, This resource online, 1993. http://scholar.lib.vt.edu/theses/available/etd-07282008-135717/.

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26

Wong, Wing-lun Alan, and 黃永倫. "The development and competition of the mobile phone industry in Hong Kong." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31269448.

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27

Chiu, Wan Lan. "Competitive analysis : a case study of the mobile telecommunication services industry in Hong Kong." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636643.

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28

Lichtenstein, Joseph. "Low computational complexity bit error rate simulation for personal communications systems in multipath and fading environments." Thesis, This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-06102009-063138/.

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29

Wan, Ching-gee, and 溫靜之. "Customer loyalty in Hong Kong's cellular market: an integrated framework and empirical study." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2003. http://hub.hku.hk/bib/B29852298.

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30

Parameswaran, Subramanian T. "Software for site specific propagation prediction." Thesis, This resource online, 1994. http://scholar.lib.vt.edu/theses/available/etd-06232009-063433/.

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31

Tran, Thuy Thomas. "Propagation prediction for PCS design in urban microwave channels." Thesis, This resource online, 1993. http://scholar.lib.vt.edu/theses/available/etd-03042009-040358/.

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32

Chinje, Nathalie Beatrice. "The economic impact of MTN's involvement in Cameroon." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/803.

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Thesis (MBA (Business Management))--Stellenbosch University, 2008.
ENGLISH ABSTRACT: The motive for this research was to provide clarity on the increasingly divergent opinions on the role and behaviour of South African companies in the rest of the African continent. The key question that can be asked is: “Are South African investments, saviour or villain of African Development” (Thomas, 2007)? Are they “exporting Apartheid” (Mkhabela, 2007) or are the fears raised against South African companies unfounded? The primary research objective of this study is to assess MTN-C’s contribution to the economic development of Cameroon. The specific research questions addressed in this study are: 1. What are the possible areas of economic impact? 2. How can the effects of MTN-C’s presence in Cameroon be measured—both qualitatively and quantitatively? 3. What recommendations can be made to MTN-C? To answer these questions, the researcher takes a multi-dimensional view of the economic impact across eight areas, viz., inflow of foreign direct capital, interaction with government, training and development of local staff, employment creation, local procurement, spread of local shareholding, the local mobile communications sector and corporate social investment initiatives. She assesses each of the above-mentioned eight elements and then draws some conclusions on what is perceived to be the true effect of MTN-C’s investments in Cameroon. After close to three years of in-depth research, which included several trips to Cameroon, in-depth interviews with key stakeholders, direct observation, group discussions and survey research, it can be concluded that MTN-C has indeed had a positive impact in areas like Corporate Social Investment, training and development of local staff, employment creation and the inflow of foreign capital. However, much still needs to be done. The areas that have been identified as weak include the development of local suppliers, the interaction with government and the spread of local shareholding.
AFRIKAANSE OPSOMMING: Die studie is gemotiveer deur die soeke na groter helderheid met betrekking tot uiteenlopende beoordelings van die rol en optrede van Suid-Afrikaanse ondernemings in die res van die Afrika-kontinent. Die kernvraag is: “Are South African investments saviour or villains of African development?” (Thomas, 2007) Is hulle besig om apartheid “uit te voer” (Mkhabela, 2007) of is dié vrese teenoor Suid-Afrikaanse ondernemings ongegrond? Die primêre navorsingsoogmerk is die beoordeling van MTN Cameroon se bydrae tot die ekonomiese ontwikkeling in Kameroen. Spesifiek drie vrae word aangespreek. 1. Watter dimensies word ingesluit in ‘n studie van die “ekonomiese impak”? 2. Hoe kan die invloed van MTN Cameroon se teenwoordigheid in dié land gemeet word – sowel kwalitatief asook kwantitatief? 3. Watter aanbevelings kan op grond van dié beoordelings aan die maatskappy gemaak word? Om hierdie vrae te beantwoord word ‘n multi-dimensionele benadering gevolg, gebaseer op agt verskillende invloed-gebiede. Hulle sluit in die invloei van buitelandse kaptiaal, interaksie met die regering, opleiding en ontwikkeling van plaaslike werknemers, werkskepping, plaaslike aankope, die verspreiding van plaaslike aandeelhouding, die mobiele kommunikasiebedryf en sosiale investerings-inisiatiewe. Elkeen van dié elemente word ontleed op grond van vraelys-reaksies en ander insigte. Dit lei tot gevolgtrekkings op elkeen van die vlakke, wat tesame die volle omvang van die betrokkenheid weerspieël. Na drie jaar se interaksie van die navorser met Kameroen, diepte-onderhoude met vername rolspelers, direkte waarnemings, groepbesprekings en 40 voltooide vraelyste kom sy tot die gevolgtrekking dat MTN Cameroon wel ‘n positiewe rol speel in gebiede soos korporatiewe sosiale investerings, opleiding, werkskepping en die invloei van kapitaal, maar dat daar nog heelwat ruimte vir verbeterings is, veral wat plaaslike aankope, interaksie met die regering en plaaslike aandeelhouding betref.

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33

Jho, Whasun. "Building telecom markets evolution of governance in the Korean mobile telecommunication market /." 2003. http://catalog.hathitrust.org/api/volumes/oclc/55891953.html.

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34

Puenpatom, Tosmai. "Competitive strategies in Thai cellular telephone market." 1999. http://catalog.hathitrust.org/api/volumes/oclc/43989546.html.

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35

Amirthalingam, Danabalan. "Gaining competitive advantage in telecommunications (cellular) industry through enhanced service quality and customer satisfaction." 2005. http://arrow.unisa.edu.au:8081/1959.8/81962.

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The purpose of this study is to describe the telecommunications industry in Malaysia and conduct a strategic analysis. There are 3 mobile operators in Malaysia and these three players are competing in a fierce competition to capture the market share.
Critical analysis and assessment of secondary data revealed that the strongest force of competition is rivalry among the incumbent operators and the bargaining power of buyers. The threat of entry and the bargaining power of suppliers are of medium strength while the pressure from substitute products is weak. The most important resources and competencies depend on pursued strategy. A configuration of the network aligned with the operator's overall strategy is a source of potential competitive advantage. Other operations may also be a source of competitive advantage in terms of distribution, branding and low cost.
The market is getting very tough. Customers are more demanding than ever. Service continues to get worse. The pressure is increasing to reduce cost and prices. Most organizations do not find out about their unhappy customers until it is too late. Customer-base growth and retention is crucial for long-term viability. To accomplish this, one must have a sound understanding of needs. In the telecommunications market, service quality relates to being able to exceed customer expectations while at the same time reducing costs.
The relationship between service quality, customer satisfaction and behaviour responses in the cellular industry (especially in the way the three constructs have been operationalized) is still shrouded in uncertainty.
This paper aims to understand the current situation of the cellular service in the telecommunications industry and relate it to the general understanding of service quality, customer perceived service quality, customer value, customer satisfaction and customers' behavioural response. The rationale of this is to enable the management of the organization to understand the possible implication on the firm based on the customers' satisfaction and to adopt strategic change to be competitive in the industry.
A case study measuring service quality is focused on the Klang Valley. The research was conducted via a structured questionnaire based on the SERVQUAL model and modified to suit the Malaysian environment. The overall study scale reliability shows 0.919, indicating a reasonably good indicator as to 0.92 by Parasuraman et.al (1985). The findings further indicate that 'Tangibles' is being perceived the best compared to the rest of the dimensions and Celcom customers perceive higher satisfaction compared to the Digi and the Maxis.
The study investigates the behavioural consequences of customer satisfaction in the Malaysian cellular industry. More specifically, this study examines the impact of customer satisfaction on behavioural variables. The analysis also identifies that there are no differences among the races on behavioural responses variables. The assessment indicates that tangible has the highest impact on the behavioural variables and network quality (product quality) is seen as the most important factor for customers as decision making criteria.
However, when the analysis is conducted based on racial groups, it shows that there are differences in the decision making criteria to subscribe to a cellular operator in Malaysia, The 'Indians' generally perceive the price as the most important criteria and the Network Quality is second. However, the rest of the racial groups perceive Network Quality as the most important criteria and price as the second priority.
Thesis (DBA(DoctorateofBusinessAdministration))--University of South Australia, 2005

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Mokadikwa, Tyson. "Factors influencing customer churn rate and retention in the mobile market." Thesis, 2008. http://hdl.handle.net/10321/466.

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Dissertation submitted in compliance with the requirements for the Masters Degree in Technology: Business Administration, 2008.
The aim of the study was to identify causes of churning, to find ways of managing it and to diagnose customers‟ communication needs. Furthermore the research tested the impact of messaging services on customer retention and whether these services could compensate for the declining revenue or become new cash cows for service providers. The units of analyses were young people of ages ranging from 15 to 24. This group was chosen because it was found, during the study, that they used new services more often than any other age group. The initial plan, however, was to interview the entire population of cellphone users. Stratified random sampling was used to randomly select the units of analysis. Interviews were conducted at the homes of respondents, in the streets and at a shopping centre. Causes of customer churning were found to be billing by service providers that confused customers and „better phone deals offered by the competitors‟ resulting in some of the respondents switching providers. Other aspects about which respondents complained and which therefore could cause churning are „poor network quality‟, „confusing pricing structure‟ and „long waiting on customer care line‟. The respondents indicated that their communication needs could be satisfied by services that are easy to use, a helpful customer care agent and being able to retain a number when switching a service provider. Therefore churning could be managed by removing or reducing the causes of it and attracting the customers by meeting their communications needs, which are, improving customer care service and designing services that are easy to use. The research was inconclusive on the messaging services. Of the three new messaging services that were studied, only one was extremely popular, while the other two were hardly used. Instant messaging was the second most used service to voice and SMS and it was also ranked second, in order of importance. The other two messaging services, mobile email and MMS, received low rankings from the respondents. In addition more than a quarter (27%) of the respondents had never used mobile email. The implications of these findings are that service providers should improve their customer care service and design services that are easy to use.

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Ali, Fuaad. "New marketing opportunities for fixed line telecommunication operators in South Africa : a strategic evaluation." Thesis, 2003. http://hdl.handle.net/10500/18529.

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Information, communication and broadcasting convergence is changing the business landscape in South Africa, as organisations adopt new converged information, communication technology (ICT) products and services to satisfy the needs of customers. Simultaneously, major changes are taking place in the South African telecommunications business environment creating new marketing opportunities and threats for Telkom SA, the only fixed line telecommunication operator in South Africa. Some of the findings of the study are • the commodization of the fixed line telecommunication network • political and regulatory changes are reshaping the telecommunications landscape by allowing the entry of new competitors • new technological innovations in Information Communication Technology (ICT) and mobile communication is driving change • social and economic change is fueling the speed of environmental change poor economic climate is quickening the competitive pace amongst South African businesses forcing them to attain efficiencies and effectiveness for survival • organisations worldwide are competing for limited resources and markets and turning to ICT to achieve their objectives • customer needs are changing - demanding better and innovative communication products and services - providing opportunities to competitors • the Internet is reshaping traditional business models as businesses are seeking to establish competitive advantages through the Internet • the migration of the Internet to the mobile telephony sector These changes are creating new marketing opportunities and threats for South African fixed line telecommunication operators and are threatening the survival of fixed line telecommunication operators worldwide and in South Africa. Information Technology, broadcasting and telecommunication technology convergence, has created many new ICT products and services opportunities that telecommunication competitors are offering existing customers of the fixed line operators network indicating lethargy from their side. In order for the fixed line operators to survive they must apply innovation and revise their strategic planning models.
Business Management
DCOM (Business Management)

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