Malaysia Mobile Brand Perceptions and Customer Churn, 2008

This publication has been discontinued on June 28, 2011.

Introduction

Abstract

This IDC study represents the findings of the IDC Malaysia Mobile Brand Perceptions and Customer Churn, 2008 survey. The results of this study include the percentage of mobile subscribers with dual subscriber identification module (SIM) cards, key loyalty factors, and the potential impact of mobile number portability (MNP).

"Despite the fact that the mobile subscriber penetration rate in Malaysia exceeded 90% in 2008, IDC' s latest survey shows that 30.9% of the existing mobile subscribers owned additional mobile phone lines. This shows that there are still opportunities for mobile SPs to acquire new subscribers in the country. In addition, five months after the implementation of MNP, only 11.5% of the survey' s 2,340 respondents indicated their intent to switch SPs. This indicates that the overall public is generally quite contented with the services that their mobile operators offer," says Chua Fong Yang, associate market analyst, Telecommunications Research, IDC Malaysia.

Table of Contents

• IDC Opinion
• In This Study
• Methodology
• Situation Overview
• Introduction
• Survey Results
• Maxis Postpaid Users
• Maxis Prepaid Users
• Celcom Postpaid Users
• Celcom Prepaid Users
• Digi Postpaid Users
• Future Outlook
• Essential Guidance
• Actions That Maxis Should Consider
• Actions That Celcom Should Consider
• Actions That Digi Should Consider
• Learn More
• Related Research
• Synopsis
• Table: Malaysia Survey Respondent Sample Size Breakdown by Segment and Mobile SP
• Table: Malaysia Survey Respondent Sample Size Breakdown by Region and Mobile SP
• Table: Malaysia Survey Respondent Sample Size Breakdown by Race and Mobile SP
• Table: Malaysia Survey Respondent Sample Size Breakdown by Age and Mobile SP
• Table: Malaysia Survey Respondent Sample Size Breakdown by Household Income and Mobile SP
• Figure: Malaysia Reasons Why the Respondents Chose Their Current SPs
• Figure: Malaysia Percentage of Respondents with Secondary Mobile Phone Lines
• Figure: Malaysia Respondents' Most Preferred SPs for Their Secondary Mobile Phone Lines
• Figure: Malaysia Respondents' Reasons for Having Secondary Mobile Phone Lines
• Figure: Malaysia Respondents' Who Planned to Switch SPs Due to Mobile Number Portability
• Figure: Malaysia Respondents' Reasons for Remaining Loyal to Their SPs
• Figure: Malaysia Respondents' Reasons for Switching SPs
• Figure: Malaysia SPs That Mobile Users Would Likely Switch to Due to Mobile Number Portability
• Figure: Malaysia Respondents' Criteria for Choosing Postpaid Plans
• Figure: Malaysia Respondents' Reasons for Using Prepaid Plans
• Figure: Malaysia Reasons Why Respondents Used Maxis' Postpaid Plans as Their Primary Mobile Phone Lines
• Figure: Malaysia Percentage of Maxis' Postpaid Plan Users with Secondary Mobile Phone Lines
• Figure: Malaysia SPs That Maxis' Postpaid Plan Users Subscribed to for Their Secondary Mobile Phone Lines
• Figure: Malaysia Reasons Why Maxis' Postpaid Plan Users Have Secondary Mobile Phone Lines
• Figure: Malaysia Percentage of Maxis' Postpaid Plan Users That Are Likely to Switch SPs Due to Mobile Number Portability
• Figure: Malaysia Reasons Why Maxis' Postpaid Plan Users Remained Loyal
• Figure: Malaysia Reasons Why Maxis' Postpaid Plan Users Want to Switch SPs
• Figure: Malaysia Maxis' Postpaid Plan Users' Preferred SPs
• Figure: Malaysia Respondents' Reasons for Subscribing to Maxis' Postpaid Plans
• Figure: Malaysia Respondents' Reasons for Using Maxis' Prepaid Plans as Their Primary Mobile Phone Lines
• Figure: Malaysia Percentage of Maxis' Prepaid Plan Users with Secondary Mobile Phone Lines
• Figure: Malaysia Maxis' Prepaid Plan Users Preferred Secondary Mobile Phone Line SPs
• Figure: Malaysia Reasons Why Maxis' Prepaid Plan Users Had Secondary Mobile Phone Lines
• Figure: Malaysia Maxis' Prepaid Plan Users That Are Likely to Switch SPs Due to Mobile Number Portability
• Figure: Malaysia Reasons Why Maxis' Prepaid Plan Users Remained Loyal to the SP
• Figure: Malaysia Reasons Why Maxis' Prepaid Plan Users Would Likely Switch to Other SPs
• Figure: Malaysia SPs That Maxis' Prepaid Plan Users Would Likely Switch to Due to Mobile Number Portability
• Figure: Malaysia Reasons Why the Respondents Preferred Maxis' Prepaid Plans
• Figure: Malaysia Reasons Why Respondents Decided to Subscribe to Celcom' s Postpaid Plans for Their Primary Mobile Phone Lines
• Figure: Malaysia Percentage of Celcom' s Postpaid Plan Users with Secondary Mobile Phone Lines
• Figure: Malaysia SPs That Celcom' s Postpaid Plan Users Subscribed to for Their Secondary Mobile Phone Lines
• Figure: Malaysia Reasons Why Celcom' s Postpaid Plan Users Had Secondary Mobile Phone Lines
• Figure: Malaysia Percentage of Celcom' s Postpaid Plan Users That Would Likely Switch SPs Due to Mobile Number Portability
• Figure: Malaysia Reasons Why Celcom' s Postpaid Plan Users Remained Loyal to the SP
• Figure: Malaysia Reasons Why Celcom' s Postpaid Plan Users Would Likely Switch SPs
• Figure: Malaysia SPs That Celcom' s Postpaid Plan Users Would Likely Switch to Due to Mobile Number Portability
• Figure: Malaysia Reasons Why Celcom' s Postpaid Plan Users Subscribed to the SP
• Figure: Malaysia Reasons Why the Respondents Decided to Use Celcom' s Prepaid Plans for Their Primary Mobile Phone Lines
• Figure: Malaysia Percentage of Celcom' s Prepaid Plan Users with Secondary Mobile Phone Lines
• Figure: Malaysia Celcom' s Prepaid Plan Users Preferred SPs for Their Secondary Mobile Phone Lines
• Figure: Malaysia Reasons Why Celcom' s Prepaid Plan Users Had Secondary Mobile Phone Lines
• Figure: Malaysia Percentage of Celcom' s Prepaid Plan Users That Would Likely Switch SPs Due to Mobile Number Portability
• Figure: Malaysia Reasons Why Celcom' s Prepaid Plan Users Remained Loyal to the SP
• Figure: Malaysia Reasons Why Celcom' s Prepaid Plan Users Would Likely Switch SPs
• Figure: Malaysia SPs That Celcom' s Prepaid Plan Users Would Likely Switch to Due to Mobile Number Portability
• Figure: Malaysia Reasons Why Celcom' s Prepaid Plan Users Subscribed to the SP
• Figure: Malaysia Reasons Why the Respondents Subscribed to Digi' s Postpaid Plans for Their Primary Mobile Phone Lines
• Figure: Malaysia Percentage of Digi' s Postpaid Plan Users with Secondary Mobile Phone Lines
• Figure: Malaysia SPs That Digi' s Postpaid Plan Users Subscribed to for Their Secondary Mobile Phone Lines
• Figure: Malaysia Reasons Why Digi' s Postpaid Plan Users Had Secondary Mobile Phone Lines
• Figure: Malaysia Digi' s Postpaid Plan Users That Were Likely to Switch SPs Due to Mobile Number Portability
• Figure: Malaysia Reasons Why Digi' s Postpaid Plan Users Remained Loyal to the SP
• Figure: Malaysia Reasons Why Digi' s Postpaid Plan Users Would Likely Switch SPs
• Figure: Malaysia SPs That Digi' s Postpaid Plan Users Would Likely Switch to Due to Mobile Number Portability
• Figure: Malaysia Reasons Why the Respondents Subscribed to Digi' s Postpaid Plans
• Figure: Malaysia Reasons Why the Respondents Decided to Subscribe to Digi' s Prepaid Plans for Their Primary Mobile Phone Lines
• Figure: Malaysia Percentage of Digi' s Prepaid Plan Users with Secondary Mobile Phone Lines
• Figure: Malaysia SPs That Digi' s Prepaid Plan Users Subscribed to for Their Secondary Mobile Phone Lines
• Figure: Malaysia Reasons Why Digi' s Prepaid Plan Users Had Secondary Mobile Phone Lines
• Figure: Malaysia Digi' s Prepaid Plan Users That Were Likely to Switch SPs Due to Mobile Number Portability
• Figure: Malaysia Reasons Why Digi' s Prepaid Plan Users Remained Loyal to the SP
• Figure: Malaysia Reasons Why Digi' s Prepaid Plan Users Would Likely Switch SPs
• Figure: Malaysia SPs That Digi' s Prepaid Plan Users Would Likely Switch to Due to Mobile Number Portability
• Figure: Malaysia Reasons Why the Respondents Subscribed to Digi' s Prepaid Plans
• Figure: Malaysia Percentage of Users with Secondary Mobile Phone Lines by Segment
• Figure: Malaysia Effects of Mobile Number Portability on Postpaid and Prepaid Mobile Users by SP

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