Effective factors on mobile phone customer satisfaction

Abstract

Cellular phone is one of the most profitable industries in the world and especially in middle east regions. There is a growing competition among different firms in this market and the market share is exchanged very quickly depending on the features and equipments introduced. Customer satisfaction plays an important role on retaining present marker share or absorbing new customers. In this paper, we present an empirical study to measure the effects of different factors influencing customer satisfaction such as the effect of perceived expectations on perceived quality and the effect of perceived expectation on perceived value. The survey is performed among customers who live in Tehran, the capital city of Iran and it shows there are some meaningful and positive relationship between perceived expectations and other factors such as perceived quality and perceived value. There is also positive relationship between perceived quality and perceived value. perceived expectation and customer satisfaction.

The Quality of Customer Service and the Level of Consumer Satisfaction in Timor Leste Telecommunications

“…However, none of these works has been implemented on East Timor, except for a United Nations' questionnaire on the telecommunications market (UNMIT, 2011). Amongst the studies on that subject, we emphasize the work of Turel and Serenko, 2006;Samuel, 2006;Miranda, 2007;Kang et al, 2009;Bayraktar et al, 2012;Uddin and Akhter, 2012;Mohafez et al, 2012;Asghar et al, 2012;Liu et al, 2013). Mohafez et al (2012) developed a study for Teheran's market, the capital of Iran, in which they found a significant positive connection between perceived expectations and perceived quality and value, being client satisfaction in a position of significance for customer attraction and maintenance.…”

“…Amongst the studies on that subject, we emphasize the work of Turel and Serenko, 2006;Samuel, 2006;Miranda, 2007;Kang et al, 2009;Bayraktar et al, 2012;Uddin and Akhter, 2012;Mohafez et al, 2012;Asghar et al, 2012;Liu et al, 2013). Mohafez et al (2012) developed a study for Teheran's market, the capital of Iran, in which they found a significant positive connection between perceived expectations and perceived quality and value, being client satisfaction in a position of significance for customer attraction and maintenance. Samuel (2006) suggests to mobile telecommunication companies to maximize their client satisfaction (and therefore improve their businesses' performance), segment the market and adopt specific strategies for different customer segments.…”