“The Effects of Switching Costs on Customer Perceived Value amongst University Students using Mobile Phone Services in Kenya” was the title of Francis’ research proposal. He has today defended his thesis, which was passed by a panel of senior lecturers from Strathmore University/Business School.
Customers in the mobile telecommunication industry, have options to choose among a number of mobile phone service providers and actively put into effect, their rights of switching from one service provider to another. Francis’ proposed study was conceived amongst university students in Nairobi, to investigate the effects of switching costs on customer value and ultimately, customer loyalty. The study, looked at the perspective of the user and it geared towards helping the seller (service provider), on how they can build long-term customer value.
Francis’ working experience is predominantly in sales and marketing as shown by his career track of the various organisations that he was worked with. Prior to Diversey (where he held the position of Customer Group Director 5 years ago) he was in Sales and Marketing at Proctor & Allan, held position in customer service at Zain (now Airtel) and is now the Marketing Director – Africa for the last one year.
Strathmore Business School prides itself in equipping leaders such as Francis, with the tools necessary to transform themselves and society, through a rich mix of faculty, fellow participants from whom immense knowledge can be tapped from, and the nature of delivery of the SBS MBA programs, among other executive programs that span its portfolio.
Strathmore Business School congratulates Francis and wishes all the other candidates the very best as they prepare for their defences ahead of their June 2013 graduation.