Research On The Influencing Factors And Mechanism Of Customer Loyalty Of IoT Operators

With the maturity and commercialization of cloud computing,big data and Internet of Things technology represented by low-power WAN technology,traditional Internet extends and combines with each other in three dimensions:content data,function application and participant object under the multiple influence of demand transition,information content and network technology,thus forming multiple frontier scenarios,and data exchange and use by people and users.The diffusion between people and things,between things and things.Driven by this wave of development of information industry,human society will enter the era of all wisdom,and the Internet of Things industry,as a new industry,will gradually form and grow with the advent of the new era.Similar to the development path of Internet and mobile Internet,the Internet of Things industry will gradually mature around the scale of "connection",and show great business prospects.First,it will expand the scale of networking equipment,and then,based on a large number of connections and massive data,interactive derivation of rich Internet of Things value-added application services,such as intelligent travel,automatic driving,smart home,and so on,which will further promote the Internet of Things.The network industry has entered a stage of full prosperity.Relevant data show that the number of Internet of Things connections doubles every six to nine months,and China's Internet of Things connections will exceed 4 billion by 2021.The Internet of Things operators mentioned in this paper refer to the entities that operate and provide services based on the Internet of Things,that is,the providers of Internet of Things connections.At present,the competition of Internet of Things operators around the Internet of Things connection market is becoming increasingly fierce,which leads to the continuous decline of unit connection value,and the Internet of Things operators show the situation of increasing revenue.At the same time,the connection services provided by Internet of Things operators have obvious characteristics of indiscriminate pipelining,which makes customers move frequently among operators.But unlike traditional telecom operators or Internet providers,Internet of Things(IOT)operators focus on not only the connection itself but also the data brought by the future connection.Therefore,in order to win the competition,they need to consider how to obtain new customers,and how to maintain the existing customers and gradually enhance their value.That is to say,we need to pay attention to the establishment and striving for customer loyalty in the Internet of Things.Therefore,combining the characteristics of the Internet of Things industry and customers,it is of great practical and theoretical significance to deeply study the influencing factors and mechanism of customer loyalty of Internet of Things operators.From the point of view of research purposes,this study focuses on the essential analysis of the competition in the Internet of Things,that is,how to form a competitive equilibrium on price and service based on customer transfer cost,and how to get a firm and secure mechanism between operators and customers for further customer loyalty,and then systematically studies the influencing factors of customer loyalty of Internet of Things operators and its mechanism.?In terms of research content,this paper firstly expounds the research results of customer loyalty at home and abroad,and finds that the price effectiveness and service effectiveness oriented by transfer cost are the main factors affecting the customer loyalty of Internet of Things operators.Subsequently,combined with the industrial characteristics of the Internet of Things,this study constructs a theoretical model of customer transfer cost for Internet of Things operators,and improves the price competition model and service effectiveness perception model.On this basis,the results of multi-stage price competition of Internet of Things operators are simulated through game analysis.Starting from two dimensions of service and price,the significant factors affecting customer loyalty are summarized through empirical analysis.Finally,the management suggestions are given for the customer competition strategy of Internet of Thingsoperators.The main research results of this paper are as follows:Starting from the essential analysis of the Internet of Things business,this paper explores the main characteristics of customer loyalty in the Internet of Things,and establishes an analytical framework with horizontal and vertical transfer costs as its grasp.It clarifies the important role of vertical transfer cost as incremental customer discovery and horizontal transfer cost as stock customer competition in customer loyalty of the Internet of Things.Using differential equation and dynamic simulation,the price competition of Internet of Things operators is balanced according to different market conditions and locations.It reveals the important role of transfer cost in price competition strategy and competition equilibrium.This paper clarifies the main performance of customer service in the transfer cost,introduces the analysis framework of service effectiveness,analyses the equilibrium principle of value interaction and customer satisfaction between Internet of Things operators and customers,and refines the service effectiveness principle of forming sustainable customer satisfaction.A hypothetical framework is established by sorting out the relevant theoretical research and verifying the factor function model of customer loyalty of Internet of Things operators through empirical analysis.The results show that price has a significant impact on customer satisfaction and customer satisfaction has a significant impact on customer loyalty,but the impact of service effectiveness established from the customer perspective on customer service perception is not from the enterprise perspective.The validity of customer service is remarkable,which shows that it is possible to improve customer service perception only by satisfying customer needs without considering the sustainable investment of enterprise cost.The above research results have a certain guiding role for enterprise practice.The conclusion of this paper is that for Internet of Things operators,their customer competition strategy must consider customer transfer cost,customer price perception and customer service perception comprehensively.Through defining and distinguishing the composition and source of customer transfer cost accurately,it is clear how to formulate corresponding price strategy and service strategy under the premise of limited cost,so as to enhance customer loyalty.To win the market competition.