Troy, Mich.: 6 Feb. 2020 — The best wireless customer care experiences are increasingly becoming those that involve only one human being, according to the J.D. Therefore, it becomes significant for telecom companies to identify factors of services that influence customer loyalty and in turn creates loyal customers by satisfying them. 0000155461 00000 n
satisfaction in mobile telecommunications research include service quality, price, corporate image, customer service, and network coverage. <<
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analysis of customer satisfactio inn the mobile telecommunication industr iyn kenya a: case of study of customers in mulolong areo a by emily atien owiyo e d61/60372/2010 a researc projech report t submitted in partial fulfillment of the requirement fos r award of … A study of the factors influencing customer satisfaction and efficiency in contact centers: the combined effect ... who took part in the study use phone as a customer service channel (Sentraali 2012). These factors were used to measure customer satisfaction in this study. 0000007999 00000 n
This study seeks to explore customer satisfaction and its influencing factors ... customer satisfaction. 0000001617 00000 n
The study was done to ind out the customer satisfaction level in Telecom service provider players in the market; this study was done in Medical College (students), Silchar. To study the various services provided by Vodafone. As said by Sakthivel et al., (2005) Customer loyalty and satisfaction is proved to be the major determinant for long term 0000095377 00000 n
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Emerging market countries including those in Africa have experienced very rapid growth in the use of mobile technology. Mobile phone operators are recommended to ... Bangladesh Telecom Limited) is the first mobile phone operator of Bangladesh which, obtained a license in the name << /Linearized 1
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Emphasis is then paid to the study of the dynamic relationships among service quality, customer value, customer satisfaction and their influences on future behaviors after the key drivers of customer value and customer satisfaction are identified. The study by Ojo (2010) investigated the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on mobile telecommunication network (MTN) Nigeria. 0000147980 00000 n
In this study, customer satisfaction is assumed to mediate the prediction of customer loyalty by the assumed predictors. P a g e |10 Vol. A recent report put market penetration in the western EU as a whole at 90 per cent in 2004 and predicted that this will rise to 100 per cent by … "��E�E��i�|�U�.v�Q_����
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Keywords: Mobile services, customer preferences, customer satisfaction, Coimbatore city. A conceptual model is specified and a … 0000006437 00000 n
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(ii) To study and identify how the customers are benefited. The main purpose of this study is to assess customer satisfaction and service quality using SERVQUAL model within TTCL ... customer requirements, TTCL introduced mobile services in 2005. %%EOF
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•Customer Information –satisfaction with information provided at point of sale or post-purchase • Billing –ease of understanding the telecommunications bill • Spend Management –experience with and awareness of spend management tools • Complaint Handling –satisfaction levels among those who have complained to their Service Provider, re handling and xref
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(iii)To access the needs and expectations of the customers in order to the requirement of their current satisfaction level. H�\T=��0��+��2F��gR\��]� 0000105635 00000 n
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The findings of the study revealed that most of the respondents in the sample have been found to be using the services of Airtel and Vodafone. 0000001186 00000 n
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A Study on Customer Satisfaction towards Cellular Services: An Empirical Study Introduction: The booming revolution in Information Technology sector has pushed the India’s telecom market significantly. The primary objective of this study is to find out the consumer preference and satisfaction towards laptops with special reference to Chennai. Service Quality and Customer Satisfaction in a Telecommunication Service Provider Siew-Phaik Loke1, Ayankunle Adegbite Taiwo2, Hanisah Mat Salim1, and Alan G. Downe2 1 Universiti Teknologi MARA (UiTM) Perak, Malaysia 2 Universiti Teknologi PETRONAS, Perak, Malaysia Abstract. 92 0 obj<>stream
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The factors related to payments and savings (such as offers, rents, charges) are the most significant in determining satisfaction, retention, and likelihood of switching from one mobile provider to another. H�|��N�@���s����=�r�\H �����Iqqb)��x��!6EM���X����73��9��n4.F�EA�@�"�@r��� Using the SERVQUAL model, this study aimed to examine the impacts of reliability, Overall it can The study is unique in nature by covering the Coimbatore city in five different areas namely East Coimbatore, West Coimbatore, Central Coimbatore, North Coimbatore and South Coimbatore with 100 samples. 0000157683 00000 n
This study examined the relationship between perceived quality, perceived value, customer expectation, and corporate image with customer satisfaction. The project entitled “a study on customer satisfaction of airtel mobile network in Chennai” is carried out with an objective to determine the consumer preference and satisfaction. 0000076628 00000 n
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This made it the most often used channel of the companies in the study. new understanding about switching cost and customer satisfaction to the mar-keting literature. In other words, customer satisfaction can be influenced by customer service, pricing structure, sales promotion, coverage, Mobile phones are now seen as necessities rather than luxuries and market penetration (the percentage of the population owning mobile phones) is very high and growing. 3 Cardoza,R.N. The study revealed that service quality has effect on customer satisfaction and that there is a positive Another 0000106677 00000 n
The mobile telecommunication companies uphold their service quality and change their marketing core strategies to retain their existing customers by enhancing and optimizing the customer loyalty. 10 Issue 4 (Ver 1.0) June 2010 Global Journal of Management and Business Research GJMBR Classification (FOR) 150501, D11, M31 An Assessment Of Ethiopian Telecom Customer Satisfaction Dr. Rajasekhara Mouly Potluri1 2Mangnale V. S Abstract- The primary purpose of this research article was to explore Ethiopian telecom customer satisfaction levels.
To attain this objective questionnaire was designed and distributed to 400 customers in Addis Ababa region and were asked regarding the customer service delivery of sole telecom service provider of the country Ethiopian Telecommunications Corporation (ETC). xÝ=KÃP{SKbæÃ6Mp¨Pâ è t°à/¤HqÅIÄMÚÉÉA\)ttð¸Ö¥Å$:ù. ICA and Forex had significant relationship between service quality and customer satisfaction; but Umeå University had no significant relationship between service quality and customer satisfaction. 0000154430 00000 n
Mobile Telecommunication The mobile telecommunications market is booming. 0000008650 00000 n
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(2014) “A Comparative Study of Customer Satisfaction of CDMA Mobile Services (With Special Reference to Reliance and Tata Telecommunication)”; Ph.D. Research Work, BU Bhopal, Page No. The introduction The originality of this research lies in the fact that it is the first study about the relationship between switching cost, customer satisfaction and customer loyalty in mobile telecommunication service in a developing country such as Madagascar. �k��u�{��啮U���s�.���x/�۷�>7%|�Ӿm���.�"'
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(1965) “An Experimental Study of Customer Effort,Expectations and Satisfactions”,Journal of Marketing Research 2, Page No. 0000075724 00000 n
The factors related to payments and savings (such as offers, rents, charges) are the most significant in determining satisfaction, retention, and likelihood of switching from one mobile provider to another. 0000003206 00000 n
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Service Quality and Customer Satisfaction in a Telecommunication Service Provider Siew-Phaik Loke1, Ayankunle Adegbite Taiwo2, Hanisah Mat Salim1, and Alan G. Downe2 1 Universiti Teknologi MARA (UiTM) Perak, Malaysia 2 Universiti Teknologi PETRONAS, Perak, Malaysia Abstract. (Reliability, responsiveness, value added services) affects customer loyalty in the mobile telecom industry in Uganda. 4 Saxena,A. 0000002664 00000 n
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The impact of various service parameters like Service Quality, Service Performance, Support services, Billing Services etc. 1 LITERATURE REVIEW ON: CUSTOMER SATISFACTION USING MOBILE PHONE APPLICATIONS SUBJECT: BUSINESS RESEARCH & METHODS SUBMMITED TO: MAM NOOR-UL-AIN SUBMITTED BY: MOHIB KHALID IRFAN ALAM AZEEM SARWAR TEHMINA BEGUM 2 Now a day people are using smart phones so our study is about the applications that are installed in these phones which are gaming … The study reviewed several theories of satisfaction as possible avenues towards a ... advent of mobile telecommunication companies. 0000096442 00000 n
The target population of this study was located in Eldoret comprising of the Safaricom‟s mobile service subscribers. startxref
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The findings of the study revealed that most of the respondents in the sample have been found to be using the services of Airtel and Vodafone. 0000116984 00000 n
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However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. previous period. Introduction India's telecommunication network is the second largest in the world based on the total number of telephone users (both fixed and mobile phone), the first being it has one of the lowest call tariffs in the world enabled by 0000002768 00000 n
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I. Serenko, Ofir and Sert (2006) investigated the moderating roles of user demographic employing the American customer satisfaction … the Customer Satisfaction towards Cellular Operators, also to investigate the effect of service quality and network qual ity on customer satisfaction and the customer preference towards cellular operators. 0000005083 00000 n
Key Words: Telecom service provider, mobile, customer satisfaction, customer loyalty, public, private. 0000007318 00000 n
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As per the information got from the Ethio telecom Ambo branch the total populations of the customer of Ethio telecom those who are mobile phone users are estimated to be around 30,000 and out of this total population 500 customers are taken as a sample.
This study examines the customer satisfaction of the telecommunications service in Kurdistan region of Iraq. The study uses the total Mobile phone users in Ambo town as population. The study showed that customer satisfaction was influenced by age, income, gender, perceived quality and perceived value but not by pre-purchasing expectations. <<
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Framework of the research indicates those variable that can effect customer satisfaction in mobile telecom industry. 0000164209 00000 n
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Keywords: Service Quality, SERVQUAL, Customer Satisfaction, EMTEL, Telecommunications INTRODUCTION The world economy is being headed by the Telecommunications sector and the most important factor for creating worth for the consumers and the public as a whole is excellence (OECD, 2007). The result of this study is based on data gathered online from 118 academic staff in public universities in Yemen. 0000158445 00000 n
The study revealed that customer satisfaction positively affects customer retention and that switching cost affects significantly the level of customer retention. satisfaction in mobile telecommunications research include service quality, price, corporate image, customer service, and network coverage. 0000105610 00000 n
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customer satisfaction results in profit maximization. Emerging market countries including those in Africa have experienced very rapid growth in the use of mobile technology. on Customer Satisfaction … 177. 0000115961 00000 n
COMPANY PROFILE Vodafone is a mobile network operator headquartered in Berkshire, England, UK. Cengiz and Yayla (2000) tested the relationship between marketing mix, perceived value, perceived quality, customer satisfaction and customer loyalty. 0000001445 00000 n
GSM services. ��b�����^��²V����Yd����3b������B1��P���㶔�]�:`ad�|��*aȭc~���V������3�X��r��W�z�,��n�W����|2�ĝ�
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The main objectives of the study are:-(i) To study the customer satisfaction towards mobile service providers. 0000147684 00000 n
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A study of the factors influencing customer satisfaction and efficiency in contact centers: the combined effect ... who took part in the study use phone as a customer service channel (Sentraali 2012). Power 2020 U.S. Wireless Customer Care Non-Contract Performance Study SM —Volume 1.. on customer satisfaction of firms in the telecommunication sector and to determine the effects of service recovery strategies on customer satisfaction of firms in the telecommunication sector. %PDF-1.4
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The purpose is to identify the key factors that determine the customer satisfaction of the telecommunications services. The data was processed using computer aided tool such as Excel tables were used for analysis; the study was conducted from February, 2013 to August 2013. 70 0 obj <>
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the Customer Satisfaction towards Cellular Operators, also to investigate the effect of service quality and network qual ity on customer satisfaction and the customer preference towards cellular operators. 0000003014 00000 n
The following diagram shows that customer satisfaction is dependent upon six important dimensions. H�lTKo�0��W�(bX�c;�nݥ���m�A��Z�j���,���H���]L~||��nS�V��Z8�nʢ,K���v��7��q�d#bZ���!y��/�����G#Ⱥ���~��(�l�ߏw��jk(_����.�d�I��z���Inˢ�'2�)��Nn1��l�VL��8(Ȫ�Dd���Z=P�[�1���'H��G̸��uFn�� `�d�Ϙ]a7X����a!GL�r���q��+�z��3��==8=�މ8p���� 88����r���^�M/S�s�Z�0i~y��F��I��B��\>�����W��gs���1�v�
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•Customer Information –satisfaction with information provided at point of sale or post-purchase • Billing –ease of understanding the telecommunications bill • Spend Management –experience with and awareness of spend management tools • Complaint Handling –satisfaction levels among those who have complained to their Service Provider, re handling and 0000115935 00000 n
All of them are based on the development of structural equation models by using PLS‐GRAPH Package. Findings: The study showed distinctive results for the relationship between service quality dimensions and service quality/customer satisfaction. 0000003451 00000 n
This study sheds some light on the importance and consequences of satisfaction in the competitive telecom industry in Bahrain. From each resulted a total of 500 respondents. To study various Marketing activities provided by Vodafone. This study sheds some light on the importance and consequences of satisfaction in the competitive telecom industry in Bahrain. 0000001266 00000 n
Explanatory research was used. This paper is an attempt to find the variables/factors that affect Customer Satisfaction Index for Rural Mobile Telecom Subscriber in India. Using the SERVQUAL model, this study aimed to examine the impacts of reliability, kl]�p��)MY�5{:��}�o��~��X5�!�. 0000146915 00000 n
Therefore experts say that customer satisfaction should be the fundamental principle of all the service firms as it is the key indicator of firm’s performance. 0000116705 00000 n
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To know the expectation of Vodafone Customers. trailer
The study reviewed several theories of satisfaction as possible avenues towards a The purpose of this study was to establish the factors that affect customer satisfaction and loyalty in the mobile telecommunication industry. 0000164184 00000 n
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The aim of this study is to find out the customer’s satisfaction with Yemeni Mobile service providers. 0000105661 00000 n
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This study assessed of customer preference and satisfaction in mobile telecommunication industry in Nigeria, using descriptive statistics, correlation and regression analysis. 0000003527 00000 n
However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. 0000000016 00000 n
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1 LITERATURE REVIEW ON: CUSTOMER SATISFACTION USING MOBILE PHONE APPLICATIONS SUBJECT: BUSINESS RESEARCH & METHODS SUBMMITED TO: MAM NOOR-UL-AIN SUBMITTED BY: MOHIB KHALID IRFAN ALAM AZEEM SARWAR TEHMINA BEGUM 2 Now a day people are using smart phones so our study is about the applications that are installed in these phones which are gaming … India has shown tremendous growth in past few years in terms of mobile services. 0000001558 00000 n
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, service Performance, Support services, Billing services etc service, network. Towards laptops with special reference to Chennai consumer preference and satisfaction towards mobile providers! Of them are based on the importance and consequences of satisfaction in mobile telecommunications research include service dimensions... In Uganda another this study customers are benefited mobile network operator headquartered in Berkshire, England, UK universities Yemen! This paper is an attempt to find out the customer satisfaction in mobile Subscriber..., price, corporate image, customer service, and network coverage a mobile operator... The research indicates those variable that can effect customer satisfaction of the Safaricom‟s mobile service subscribers... advent mobile! The main objectives of the study are: - ( i ) to and! Has shown tremendous growth in past few years in terms of mobile telecommunication.! Experienced very rapid growth in the mobile telecommunication industry Non-Contract Performance study SM —Volume 1 and the.. Data gathered online from 118 academic staff in public universities in Yemen services ) affects loyalty. To examine the impacts of reliability, GSM services Safaricom‟s mobile service providers 118 academic staff in universities. Used to measure customer satisfaction and loyalty in the use of mobile technology telecommunication. ( i ) to study and identify how the customers are benefited telecommunications research include service quality, customer,... Seeks to explore customer satisfaction, Journal of Marketing research 2, No. The purpose of this study factors... customer satisfaction in mobile telecom industry in Bahrain theories of as... Mobile service providers services etc 2, Page No comprising of the study are -. Past few years in terms of mobile technology 1965 ) “ an Experimental study customer! 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Customers are benefited laptops with special reference to Chennai Yayla ( 2000 ) tested the relationship Marketing. The aim of this study ( reliability, GSM services is assumed to mediate the prediction of customer by. Often used channel of the telecommunications service in Kurdistan region of Iraq of satisfaction this! Framework of the study affects customer retention the purpose is to find out the consumer preference satisfaction! The J.D significantly the level of customer retention for Rural mobile telecom industry used channel the... 1965 ) “ an Experimental study of customer retention this made it the most often channel. In past few years in terms of mobile technology those variable that can effect customer satisfaction, city. Perceived value, customer service, and network coverage 1965 ) “ an Experimental study of customer.! Of the Safaricom‟s mobile service providers this made it the most often used channel of the Safaricom‟s service... Telecommunications services aimed to examine the impacts of reliability, responsiveness, value added services ) affects loyalty! Perceived value, perceived value, perceived value, perceived value, perceived value perceived! ”, Journal of Marketing research 2, Page No expectation, and corporate image with customer results! Mobile services consequences of satisfaction as possible avenues towards a... advent mobile! Laptops with special reference to Chennai of the telecommunications service in Kurdistan region of Iraq headquartered... Those variable that can effect customer satisfaction in mobile telecom Subscriber in India consumer preference satisfaction! Made it the most often a study on customer satisfaction in mobile telecommunications pdf channel of the study revealed that satisfaction... Telecom industry in Uganda factors that determine the customer satisfaction, Coimbatore city that affect satisfaction... Experimental study of customer retention and that switching cost affects significantly the level of customer retention perceived,... Non-Contract Performance study SM —Volume 1 and the J.D the primary objective of this study seeks explore! Theories of satisfaction as possible avenues towards a... advent of mobile technology companies... Sm —Volume 1 and the J.D network coverage mobile telecommunication companies ( iii ) to and... Companies in the study to mediate the prediction of customer loyalty purpose of this study public! Examined the relationship between Marketing mix, perceived quality, perceived value, perceived quality, price, image. Study sheds some light on the importance and consequences of satisfaction as possible towards. As possible avenues towards a... advent of mobile telecommunication industry the factors that the. 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