Emmanuel Posadas Paulino and Gladys Cuenca Esteban
The purpose of the study is to discover clusters or homogenous groups of work-from-home (WFH) Internet subscribers in the Philippines based on the attributes of speed, network…
Abstract
Purpose
The purpose of the study is to discover clusters or homogenous groups of work-from-home (WFH) Internet subscribers in the Philippines based on the attributes of speed, network quality, customer service, after-sales support, price, contract and value for money. Another objective is to determine if the formed clusters are related to the demographic profile.
Design/methodology/approach
A total of 275 internet subscribers from Metro Manila were surveyed. K-means cluster analysis using the Hartigan-Wong algorithm was performed on the data to generate the clusters.
Findings
Results generated four significant clusters, which were named service value expecters, average expecters, low expecters and high expecters. Most of the subscribers are under the high expecters, followed by the service value expecters. The age and income of the subscribers are the profile that can affect the formulation of clusters in the Internet service industry. Those people in the younger age groups can be seen as more demanding, while older people tend to be content with the Internet service. Counter-intuitively, people with higher income seem to be more easily satisfied with Internet service features, while those people with lower income seem to be more demanding. Educational attainment and the number of household members do not have a direct effect on the formulation of clusters of Internet subscribers.
Originality/value
This is the first study to use cluster analysis in identifying possible segments of WFH Internet subscribers based on Internet service attributes. Its value is the provision of market segments based on which can be the basis for formulating marketing strategies and policies for the telecommunications industry.
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Stewart Selase Hevi, Clemence Dupey Agbenorxevi, Ebenezer Malcalm, Nicodemus Osei Owusu, Gladys Nkrumah and Charity Osei
This paper investigates the moderating-mediation roles of synchronous and asynchronous learning, as well as virtual self-efficacy between digital learning space experience and…
Abstract
Purpose
This paper investigates the moderating-mediation roles of synchronous and asynchronous learning, as well as virtual self-efficacy between digital learning space experience and continuous use among learners in Ghanaian institutions of higher learning.
Design/methodology/approach
A convenience sampling technique was used in the selection of 604 students who answered questions on digital learning space experience, synchronous and asynchronous learning, virtual self-efficacy and learner continuous use within the Greater Accra Region of Ghana. The study employed regression analysis to measure the hypothesized paths.
Findings
The findings show that asynchronous learning partially mediates between digital learning space experience and learner continuous use, but the mediating effect of synchronous learning between digital learning space experience and learner continuous use was not significant. Further, virtual self-efficacy significantly moderates the mediated relationship between asynchronous learning and learner continuous use, but the moderated mediated role of synchronous learning was not established in the study.
Research limitations/implications
Generalization of the study findings is limited due to the sampling scope, which was restricted to students of IHL in the Greater Accra Region of Ghana.
Originality/value
In this research, the academic scope of digital transformation was expanded from both digital structure elements and psychological perspectives within the domain of higher education literature.
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Myung-Joong Kim, Juil Kim and Sun-Young Park
This study aims to investigate customers’ churning out of Internet Protocol Television (IPTV) service, one of the most prevalent forms of IT convergence.
Abstract
Purpose
This study aims to investigate customers’ churning out of Internet Protocol Television (IPTV) service, one of the most prevalent forms of IT convergence.
Design/methodology/approach
Based on the review of current literature, a research model is introduced to depict the effects of select independent variables on customer churning behavior. First of all, the two groups are compared in terms of predictor variables, including switching barriers, voice of customer (VOC), membership period and degree of contents usage. Then, a curvilinear regression was applied to understand the association relationship between the level of IPTV contents usage and variables of switching barriers, VOC and membership period. Third, a logit regression was performed to predict customer churning through the variables of switching barriers, VOC, membership period and level of IPTV contents usage.
Findings
Through the empirical analysis, this study analyzed the factors affecting customer churning behavior of IPTV service providers based on switching barriers, VOC and contents usage.
Originality/value
Although several studies on IPTV have been undertaken globally, they have largely depended on self-reporting surveys to examine dynamics between antecedent variables and IPTV performance in terms of customer satisfaction, usage intension and customer retention. This empirical study is performed to understand influential factors of IPTV service defection through the weblog analysis of 3,906 service users, who represented both service defectors and non-defectors during a specific month.
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Thalia Anthony, Juanita Sherwood, Harry Blagg and Kieran Tranter