Abstract:
With the development of technology, telecommunications services have emerged a
necessity in the modern world. ln the past mobile service companies only provided voice
calls SMS as forms of communication. Switching behaviour happens when clients choose
services from other providers instead oftheir existing service provider. The procedure of
switching mobile service providers is the main difficulty this business faces. There for,
losing a customer has a significant negative impact on the company's current and future
earnings.
This study examined the factors influencing on switching behaviour of mobile users toward
service providers with a comparison study between young and old adults, with special
reference to selected area tn Trincomalee district. The independent variables are price,
inconvenience, core service failure, service encounter failure, employee responsiveness to
service failure, Attraction by competitor, switching cost technology change and dependent
variable is Switching Behaviour. Shuctured questionnaire was used as the method of data
collection and selected 400 actors infiuencing on switching behaviour customers of young
and old adults in Trincomalee district as the sample of this study. Convenience sampling
method was used to make the sampling frame and quantitative research approach used for
this study. Descriptive statistics, correlation, and regtession, as well as simple analyses were
used to analyse the data.
Last' ,v, the result indicated that there is significant impact of switching behaviour of mobile
users toward service providers of the mobile consumers in Trincomalee district Young and
Old Adult. The finding of this study are useful in further enlarging and enrichment
application ofthese concepts in practice.
