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FACTORS INFLUENCING KENYAN TELECOMMUNICATION OPERATOR LOYALTY TO INTERNATIONAL SUPPLIERS OF WIRELESS EQUIPMENT

FACTORS INFLUENCING KENYAN  TELECOMMUNICATION OPERATOR LOYALTY TO INTERNATIONAL SUPPLIERS OF WIRELESS EQUIPMENT

John Kipchumba Tanui Author

Dr. John Yabs - Co-Author

 


ABSTRACT

The objective of the study was to identify the factors that influence wireless telecom operators’ loyalty and to identify the effect of switching barrier on customer loyalty in the telecommunications equipment supply industry. To satisfy the research objectives the author used a descriptive research design comprising a census survey of wireless telecommunication operators in Kenya. Primary data was collected using semi-structured questionnaires. The questionnaire was administered through telephone survey, face to face interviews, or through email depending on the interviewee. The target respondents were the wireless telecoms operator companies’ staff and managers. The data analysis was done using mean scores, percentages and standard deviations. Where appropriate, the study results are presented in pie charts and graphs. The results of the study showed that the leading factors of selecting a vendor are reliability of equipment, technical support and low cost.


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