Agcom - Autorità per le Garanzie nelle Telecomunicazioni

Consumer loyalty in the fixed and mobile telephony

  • Abstract

Informations and abstract

Keywords: Consumer Loyalty; Mobile Phone; Land Lines; Telecommunications.

In the electronic communications sector, consumers can choose among more providers and among a wide range of services. The Authority for the communications sets the rules for a quick transition without unfounded costs for the users. When the transition from one operator to another is easy, the choice depends on their greater or lesser propensity to change the operator. The reason for changing is a function of the perception that the consumer has of his operator and of the availability of alternatives. What are the characteristics of the consumers who change services provider and what are the variables of the decision-making process?

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