Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Abstract

Purpose: The contribution is a treatise on the issue of quality of the telecommunication services, assessing services of mobile phone operators active in the Slovak market. Based on a survey, it presents evaluation of customer satisfaction with the services provided by the Telefónica Slovakia, Ltd. operating under the trademark of O2. Methodology:In this article, we have shown the possibilities for evaluating customer satisfaction in the telecommunications field. For assessing satisfaction of hundred respondents included in this study, we used a questionnaire in accordance with the Likert's format. Findings:The results shows, although O2 is the shortest time in the Slovak market compared to other providers, that the customers are globally satisfied with the services provided. The questionnaire-based survey has clearly also shown the areas where the Telefónica Slovakia, Ltd. still has to improve and focus its marketing strategy. Value of paper:The main contribution of the article is pointing out to the ways to approach the evaluation of customer satisfaction in the field of customer services, which may yield innovative marketing strategies of a companies.