
An Analytic Hierarchy Process Analysis: Application to Subscriber Retention Decisions in the Nigerian Mobile Telecommunications
References
- Ahmad, R., Buttle F. (2001), Customer retention: a potentially potent marketing management strategy,, No. 9, pp. 29–45.
- Ahna, J. H., Hana, S. P., Lee, Y. S. (2006), Customer Churn Analysis: Churn determinants and mediation effects of partial defection in the Korean mobile telecommunications service industry,, Vol. 30, No. 10–11, pp. 552–568.
- Arthur, M. H (2008),, Data base Marketing Institute,, (accessed: September 19, 2013).
- Behravan, N., Rahman, M. S. (2012), Customer Relationship Management Constructs under Social Networks towards Customers’ Retention,, Vol. 6, No.7, pp. 271–282.
- Carroll, P. (1992), The Fallacy of Customer Retention,, Vol. 13, No. 4, pp. 15–20.
- Cedric, A., Laanya, H., Martin, A., Khenchaf, A. (2004),, IEEE.
- Colgate, M., Stewart, K., Kinsella, R. (1996), Customer Defection: A Study of the Student Market in Ireland,, Vol. 14, No. 3, pp. 23–45.
- Dawes, J. (2009), The effects of service price increases on customer retention: The moderating role of customer tenure and relationship breadth,, No. 11, pp. 232–245.
- Dey, P. K. (2003), Analytic hierarchy process analyzes risk of operating cross-country petroleum pipelines in India,, (4), pp. 213–221.
- Douligeris, C., Pereira, I. J. (1994), A Telecommunications Quality Study Using the Analytic Hierarchy Process,Vol. 12, No. 2, pp. 241–250.
- Dowling, G. R., Uncles, M. (1997), Do Customer Loyalty Programs Really Work?,, Vol. 38, No. 4, pp. 71–82.
- East, R., Hammond, K., Gendall, P. (2006), Fact and Fallacy in Retention Marketing,, Vol. 22, No. 1, pp. 5–23.
- Fluss, D. (2010), Customer Retention is a Priority for Mobile Phone Providers,, (accessed: February 16, 2014).
- Gee, R., Coates, G., Nicholson, M. (2008), Understanding and profitably managing customer loyalty,, Vol. 26, No. 4, pp. 359–374.
- Gupta, S., Lehmann, D. R. (2003), Customers as Assets,, Vol. 17, No. 1, pp. 9–24.
- Gupta, S., Zeithaml, V. (2006), Customer metrics and their impact on financial performance,Science, Vol. 25, No. 6, pp. 718–739.
- Harker, P. T., Vargas, L. G. (1990), Reply to ‘Remarks on the analytic hierarchy process’ by J. S. Dyer,, Vol. 36, No. 3, pp. 269–273.
- Hennig-Thurau, T., Hansen, U. (2000),, Germany, Springer.
- Hurley, T. (2004), Managing Customer Retention in the Health and Fitness Industry: A Case of Neglect,, Vol. 17, No. 1/2, pp. 14–34.
- Jain, D., Singh, S. S. (2002), Customer Lifetime Value Research in Marketing: A Review and Future Directions,, Vol. 16, No. 2, pp. 34–46.
- Joseph, I. G., Oyatoye, E. O., Ihie, I. (2011), An integrated Analytic Hierarchy Process- Linear Programming, Model for Capital Budgeting,, Vol. 3, No. 4, pp. 246–258.
- Lombard, M. R. (2009), Customer retention strategies implemented by fast food outlets in the Gauteng, Western Cape, and Kwazulu-Natal provinces of South Africa. A focus on something fishy, nando’s and steers,, Vol. 1, No. 2, pp. 70–80.
- Malthouse, E. C., Blattberg, R. C. (2004), Can We Predict Customer Lifetime Value?,, Vol. 19, No. 1, pp. 2–16.
- Molapo, M. E., Mukwada, G. (2011), The Impact of Customer Retention Strategies in the South African Cellular Industry: The Case of the Eastern Free State,, Vol. 1, No. 2, pp. 52–60.
- Mostert, P. G., Meyer, D., Rensburg, L. R. (2009), The influence of service failure and service recovery on airline passenger’s relationships with domestic airline: An exploratory study,, Vol. 13, No. 2, pp. 34–51.
- Mozer, M. C., Dodier, R., Colagrosso M. D., Guerra-Salcedo C., Wolniewicz R. (2002),, 14, MIT Press.
- Okeola, O. G., Sule, B. F. (2012), Evaluation of management alternatives for urban water supply system using Multicriteria Decision Analysis,, No. 24, pp.19–24.
- Oluwafemi O. J., Oyatoye, E. O. (2012), Corporate Social Responsibility: Are firms in Nigeria actually given back or giving away?,, Vol. 5, No. 1/2, pp.116–129.
- Ogunyemi, O., Ibiwoye, A., Oyatoye, E. O. (2011), Analytic Hierarchy Process for Prioritising Production Functions: Illustration with Pharmaceutical Data,, Vol. 3, No. 14, pp. 749–760.
- Oyatoye, E. O, Okpokpo, G. U., Adekoya, A. G. (2010), An application of analytic hierarchy process (AHP) to investment portfolio selection in the banking sector of the Nigerian capital market,, Vol. 2, No. 12, pp. 321–335.
- Oyatoye, E. O., Okafor, A. A. (2011), An evaluation of the service delivery of telecommunication companies. A case study of the Nigeria telecommunication industry,, Vol. 3, No. 2, pp. 879–900.
- Oyatoye E. O, Adebiyi S. O., Amole, B. B. (2015), Modelling Switching Behaviour of Nigeria Global System for Mobile Communication Multiple SIMs Subscribers’ Using Markov Chain Analysis,, Vol. 14, No. 1, pp. 7–31.
- Payne, A. (2006),, Great Britain: Butter-worth-Heinemann.
- Portela, S., Menezes, R. (2011), Detecting Customer Defections: An Application of Continuous Duration Models,, No. 9, pp. 22–30.
- Rahul, J. (1999), TELECOMS: High-tech revolution.,, (accessed: April 20, 2014).
- Ramanathan, R. (2001), A note on the use of the analytic hierarchy process for environmental impact assessment,, No. 63, pp. 27–35.
- Rashid, T. (2010), Classification of Churn and non-churn customers for telecommunication companies,, Vol. 3, No. 5, pp. 82–89.
- Reichheld, F. F., Kenny, D. W. (1990), The Hidden Advantages of Customer Retention,, No. 12 (Winter), pp. 39–53.
- Reichheld, F. F., Sasser, W. E. (1990), Zero Defections: Quality Comes to Services,, Vol. 68, No. 5, pp. 105–111.
- Reinartz, W., Kumar, V. (2000), On the Profitability of Long-Life Customers in a Non-contractual Setting: An Empirical Investigation and Implications for Marketing,, Vol. 64, No. 4, pp. 17–35.
- Ramakrishnan, K. (2006), Customer retention: the key to business performance (online),, (accessed: February 16, 2014).
- Rust, R., Zahorik, A. (1993), Customer Satisfaction, Customer Retention and Market Share,Retailing, Vol. 69, No. 2, pp. 193–215.
- Saaty, T. L. (2000),, Pittsburgh, PA: RWS Publications.
- Siber, R. (1997), Combating the churn phenomenon, Telecommunications, Vol. 31, No. 10, pp. 77–81.
- Storbacka, K., Strandvik, R. Gronroos, Ch. (1994), Managing Customer Relationship for Profit: The Dynamics of Relationship Quality,, Vol. 5, No. 5, pp. 21–38.
- Thomas, J. S., Reinartz, W., Kumar, V. (2004), Getting the Most Out of All Your Customers,, Vol. 82, No. 7/8, pp. 116–123.
- Taylor III, B. W. (2002),, (7th ed.), New Jersey: Pearson Prentice-Hall, Inc.
- Wilson, D. T., Soni, P. K, O’Keeffe, M. (1995),, Institute for the Study of Business Markets, The Pennsylvania State University.
DOI: https://doi.org/10.1515/ijme-2015-0035 | Journal eISSN: 2543-5361 (formerly 2299-9701) | Journal ISSN: 2299-9701
Language: English
Page range: 63 - 83
Published on: Feb 29, 2016
Published by: SGH Warsaw School of Economics
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year
Keywords:
Related subjects:
© 2016 Sulaimon Olanrewaju Adebiyi, Emmanuel Olateju Oyatoye, Owolabi Lateef Kuye, published by SGH Warsaw School of Economics
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.