Factors affecting switching behaviour for mobile users in Egypt: A proposed conceptual framework

The rapid growth of services has arguably changed the conditions of business in terms of customer attraction and retention. Slow or rapid market growth makes markets more competitive, thus, firms are more likely to attempt to maintain their market share by focusing on the customer retention and aiming to block switching behaviour. This conceptual study aims at exploring and identifying the main factors that lead to customer switching behaviour in the telecommunications industry for mobile users in Egypt. This study is planned to be followed by another paper on empirical testing of propositions to determine the significant effect of each factor on the customer switching behaviour and find out the differential effects among different factor groups.