Abstract
This article tests a predictive model of Consumer Complaint Behavior (CCB) in telecom industry of three countries (India, Sri Lanka, and Bangladesh). It utilizes a part of the dataset that explores the service efficiency of electricity, telecom, and government services. The data were collected from microentrepreneurs. Logisitic regression was used to validate the model that included factors business characteristics, telecom service characteristics, complaining behavior, and demographic details.
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Appendix
Appendix
ICT acess and use | Please tell me how many active mobile SIM cards/connections you have in total that you regularly use | Change in number |
Is your mobile phone connection prepaid | 1 = No | |
What is average total recharge per week | Change in number | |
How many times do you recharge in a month | Change in number | |
What is your average total monthly expense for the mobile phone | Change in number | |
How do you get your bills | 1 = Hard Copy, 2 = SMS, 3 = Email, 4 = Check online Bill, 5 = I don’t Know | |
How do you normally make payments | 1 = Through dealer, 2 = Through registered office, 3 = I pay amount to 3rd party, 4 = I give money to my family/friend, 5 = Online payment, 6 = other | |
Number of service used | Change in number | |
Who is Telecom Service Provider (Dummy-Public Company) | 1 = No | |
Who is Telecom Service Provider (Dummy-Private Company) | 1 = No | |
Smartphone availability | Change in number | |
CRM in telecom | Have any of your major complaints not been attended by the service provider | 1 = No |
Did you change your primary telecom service provider in the last year | 1 = No | |
How do you Normally contact to your service Provider. (Dummy Variable- Direct Contact) | 1 = Other | |
How do you Normally contact to your service Provider. (Dummy Variable- Direct Contact) | 1 = Other | |
Are you satisfied with the services provided to you by telecom operator? | Ranking (0–11) | |
Please tell me the mobile phone-related problem you have faced. (Dummy Variable-Billing Problem) | 1 = No | |
Please tell me the mobile phone-related problem you have faced. (Dummy Variable-Call Drop) | 1 = No | |
Please tell me the mobile phone-related problem you have faced. (Dummy Variable-Coverage) | 1 = No | |
Gender | ||
Do you have any bank account in your name | 1 = No | |
How much highest formal education have you had | 1 = Illiterate, 6 = Master’s Degree |
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Singh, A., Ilavarasan, P.V. (2019). Predicting Consumer’s Complaint Behavior in Telecom Service: An Empirical Study of India, Sri Lanka, and Bangladesh. In: Satapathy, S., Joshi, A. (eds) Information and Communication Technology for Intelligent Systems . Smart Innovation, Systems and Technologies, vol 106. Springer, Singapore. https://doi.org/10.1007/978-981-13-1742-2_46
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DOI: https://doi.org/10.1007/978-981-13-1742-2_46
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