Effect of base transceiver shortage on customer churn in Mobifone

Abstract

In 2018, when the Ministry of Culture and Information (MIC) officially launched MNP, the statistics showed that the current number of Mobifone customers has left this provider and switched to using other telecommunication providers such as Viettel, Vina. This rivals obviously have the same situation but with Mobifone, this is an alert for the company to look back on the quality of its service. By making interview, literature review and analyzing the data in 2018-2019. “Service Quality could not adapt Customer needs” is the main problem make customer switch to other providers. The result of research and interview defined 4 causes affected to problem. These causes has been validated and evaluated to define the level of important to company. As the discussion, Lack of base transceiver is the main cause. Based on these causes, alternative solution has been suggested and discussed to find the suitable one for Mobifone. To make clear for the solution, an action plan was made. This action plan is expected to help Mobifone improve their Network Coverage Quality and Service customer.