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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. %%EOF 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. 0000002664 00000 n << /Linearized 1 /L 578680 /H [ 2243 445 ] /O 326 /E 164364 /N 65 /T 572101 >> endobj 323 0 obj 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. 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. •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 Emerging market countries including those in Africa have experienced very rapid growth in the use of mobile technology. 0000075698 00000 n From each resulted a total of 500 respondents. 0000006437 00000 n All of them are based on the development of structural equation models by using PLS‐GRAPH Package. Explanatory research was used. 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. This study examined the relationship between perceived quality, perceived value, customer expectation, and corporate image with customer satisfaction. 0000157658 00000 n The target population of this study was located in Eldoret comprising of the Safaricom‟s mobile service subscribers. Cengiz and Yayla (2000) tested the relationship between marketing mix, perceived value, perceived quality, customer satisfaction and customer loyalty. 0000155461 00000 n 0000096442 00000 n 0000075724 00000 n 0000036634 00000 n 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. This study sheds some light on the importance and consequences of satisfaction in the competitive telecom industry in Bahrain. The purpose is to identify the key factors that determine the customer satisfaction of the telecommunications services. The introduction 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. 0000154430 00000 n 0000001266 00000 n 0000000016 00000 n 0000076628 00000 n This study seeks to explore customer satisfaction and its influencing factors ... customer satisfaction. 0000002688 00000 n 0000125123 00000 n 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. Overall it can xref 323 59 0000000016 00000 n (Reliability, responsiveness, value added services) affects customer loyalty in the mobile telecom industry in Uganda. 0000146889 00000 n 0000001186 00000 n kl]�p��)MY�5{:��}�o��~��X5�!�. 0000125148 00000 n 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. The primary objective of this study is to find out the consumer preference and satisfaction towards laptops with special reference to Chennai. This study sheds some light on the importance and consequences of satisfaction in the competitive telecom industry in Bahrain. 0000003206 00000 n 0000146915 00000 n previous period. 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. 0000116705 00000 n 0000035459 00000 n 92 0 obj<>stream 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). 0000005389 00000 n 0000164209 00000 n 0000005083 00000 n 4 Saxena,A. 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. Serenko, Ofir and Sert (2006) investigated the moderating roles of user demographic employing the American customer satisfaction … 0000106677 00000 n 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. Using the SERVQUAL model, this study aimed to examine the impacts of reliability, I. 0000006675 00000 n trailer << /Size 382 /Prev 572088 /Info 322 0 R /Root 324 0 R /ID[<745c1fca833f9c257a66b70b891ef490><745c1fca833f9c257a66b70b891ef490>] >> startxref 0 %%EOF 0000002312 00000 n endstream endobj 83 0 obj<>stream << /Length 381 0 R /S 491 /Filter /FlateDecode >> stream 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. 0000075750 00000 n xref << /Type /Pages /Kids [ 326 0 R 1 0 R 5 0 R 9 0 R 13 0 R 17 0 R 34 0 R 40 0 R 50 0 R 54 0 R 58 0 R 62 0 R 66 0 R 70 0 R 76 0 R 82 0 R 90 0 R 94 0 R 98 0 R 102 0 R 106 0 R 110 0 R 114 0 R 124 0 R 128 0 R 132 0 R 138 0 R 154 0 R 160 0 R 164 0 R 168 0 R 172 0 R 176 0 R 180 0 R 184 0 R 188 0 R 192 0 R 196 0 R 200 0 R 204 0 R 208 0 R 212 0 R 216 0 R 220 0 R 224 0 R 228 0 R 232 0 R 236 0 R 240 0 R 244 0 R 248 0 R 252 0 R 256 0 R 260 0 R 264 0 R 270 0 R 274 0 R 278 0 R 282 0 R 286 0 R 290 0 R 294 0 R 298 0 R 302 0 R 306 0 R ] /Count 65 >> endobj To study customer satisfaction of Vodafone. %PDF-1.3 %âãÏÓ << /Type /Catalog /Pages 325 0 R >> endobj 380 0 obj 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). 177. 0000003987 00000 n 0000115910 00000 n 0000004652 00000 n 0000115961 00000 n 0000005338 00000 n 0000076915 00000 n Key Words: Telecom service provider, mobile, customer satisfaction, customer loyalty, public, private. India has shown tremendous growth in past few years in terms of mobile services. •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 ��Q�j��*�x!N��KS\ۖ@��-��� RP ���CAD�%����`�� �aqˀ0\:�(�2 �(b��a V �F ����0.c��p�A�� �q�r����Yg��ڙ2�2���3&�Л��5�8�Kk�� 0�@cɞ��c�fbk ve`�py�� ��~2 (ii) To study and identify how the customers are benefited. 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. The following diagram shows that customer satisfaction is dependent upon six important dimensions. 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. 0000008650 00000 n 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. Power 2020 U.S. Wireless Customer Care Non-Contract Performance Study SM —Volume 1.. 0000036336 00000 n 0000003527 00000 n @ϳ�f�^���.�9]�巁��4�y�G�g�m�� �ąՄ �;{ 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. endstream endobj 82 0 obj<>stream satisfaction in mobile telecommunications research include service quality, price, corporate image, customer service, and network coverage. 0000000756 00000 n startxref 249. 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 … The study reviewed several theories of satisfaction as possible avenues towards a ... advent of mobile telecommunication companies. 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 … This paper is an attempt to find the variables/factors that affect Customer Satisfaction Index for Rural Mobile Telecom Subscriber in India. P a g e |10 Vol. ^�� {��g�+�q#؏��ﭏ/� 0000157708 00000 n 0000147684 00000 n To study the various services provided by Vodafone. 0000001562 00000 n 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. 0000004254 00000 n xœÝ’=KÃP†Ÿ{SKb’æÃ6Mp¨Pâ è ˆ‹“t°à/¤HqÅIÄMÚÉÉA\)ttð¸Ö¥‹Å$:ù. Overall it can 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. 0000009828 00000 n 0000164184 00000 n 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. To know the expectation of Vodafone Customers. 0 The result of this study is based on data gathered online from 118 academic staff in public universities in Yemen. (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. 0000105610 00000 n 324 0 obj The impact of various service parameters like Service Quality, Service Performance, Support services, Billing Services etc. Power 2020 U.S. Wireless Customer Care Full-Service Performance Study SM —Volume 1 and the J.D. The study revealed that customer satisfaction positively affects customer retention and that switching cost affects significantly the level of customer retention. x�b```"V�K ce`a�� sY@�F�i�,gY�X[X�X�B1&�X/�f3�a���¸+H���'G� �p)m��*P&7�E��R�ɽk�� 0000125950 00000 n "��E�E��i�|�U�.v�Q_���� n. 0000003014 00000 n 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). GSM services. This study assessed of customer preference and satisfaction in mobile telecommunication industry in Nigeria, using descriptive statistics, correlation and regression analysis. 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. However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. 0000096148 00000 n 70 23 0000155158 00000 n A conceptual model is specified and a … Framework of the research indicates those variable that can effect customer satisfaction in mobile telecom industry. 0000106398 00000 n 0000002824 00000 n 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). 0000001558 00000 n 0000147980 00000 n The study showed that customer satisfaction was influenced by age, income, gender, perceived quality and perceived value but not by pre-purchasing expectations. Another These factors were used to measure customer satisfaction in this study. on Customer Satisfaction … 0000035485 00000 n Mobile phone operators are recommended to ... Bangladesh Telecom Limited) is the first mobile phone operator of Bangladesh which, obtained a license in the name 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. customer satisfaction results in profit maximization. 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 0000006041 00000 n 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 … endstream endobj 71 0 obj<> endobj 72 0 obj<> endobj 73 0 obj<>/ProcSet[/PDF/Text]/ExtGState<>>> endobj 74 0 obj<> endobj 75 0 obj<> endobj 76 0 obj<> endobj 77 0 obj<> endobj 78 0 obj<> endobj 79 0 obj<> endobj 80 0 obj<> endobj 81 0 obj<>stream COMPANY PROFILE Vodafone is a mobile network operator headquartered in Berkshire, England, UK. 325 0 obj (iii)To access the needs and expectations of the customers in order to the requirement of their current satisfaction level. 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. 0000116984 00000 n H�\T=��0��+��2F��gR\��]� 3 Cardoza,R.N. In this study, customer satisfaction is assumed to mediate the prediction of customer loyalty by the assumed predictors. 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. 0000154481 00000 n 70 0 obj <> endobj As said by Sakthivel et al., (2005) Customer loyalty and satisfaction is proved to be the major determinant for long term satisfaction in mobile telecommunications research include service quality, price, corporate image, customer service, and network coverage. explore Ethiopian telecom customer satisfaction levels. new understanding about switching cost and customer satisfaction to the mar-keting literature. 0000154455 00000 n The study uses the total Mobile phone users in Ambo town as population. trailer 0000009300 00000 n 0000035433 00000 n The main objectives of the study are:-(i) To study the customer satisfaction towards mobile service providers. 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 … <]>> 0000146941 00000 n 0000001445 00000 n The aim of this study is to find out the customer’s satisfaction with Yemeni Mobile service providers. 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. 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� ���W!ړeu���y�1�fJ8����z(����Z8S���22�D]��½�V2ؔgm\-}�� ̄Fhw�����٦��Ή{�f�w8^����'L�>ӽ����^f(�� 0000004229 00000 n 0000158735 00000 n 0000115935 00000 n ��(�{+w{!���N̏b��bi� �1�z=N���;�,�b~��S�- O�i�%���,�Q|un�b݊+/L���"�Ogp7Oo3����2_NL8V�r� &������rv� ��(X�����,w��tv}�^e�M_����68��t)���C� Y���� � � �F����}D�Ċ�0s��0� ��i��ݡ��~�>W]���ݔ�m��qՔ ,��z�7�ݦ�`c�� �,���,�jv�^�������i��j�Շ�3�b����)#�)ZW�&�H�`���p���Уa�-���\��^J�����r���ūv�s��S�m[�4���l?�4&k�ˆpJ����qBNq׍��^#{ ����͡ڇc��.�.��?�.%!��xB�W��e���3�t#�^֕��l-�V�/‰�y�����K_�%8̞pE�F���f�� ��H��%�v-�� ���I,G[�SDQw�}$h_F�B|����[� ��9 0000105635 00000 n Emerging market countries including those in Africa have experienced very rapid growth in the use of mobile technology. 0000158445 00000 n 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 … �k��u�{��啮U���s�.���x/�۷�>7%|�­Ӿm���.�"' �X This made it the most often used channel of the companies in the study. The purpose of this study was to establish the factors that affect customer satisfaction and loyalty in the mobile telecommunication industry. 0000003754 00000 n (1965) “An Experimental Study of Customer Effort,Expectations and Satisfactions”,Journal of Marketing Research 2, Page No. Mobile Telecommunication The mobile telecommunications market is booming. These factors were used to measure customer satisfaction in this study. The study revealed that service quality has effect on customer satisfaction and that there is a positive 0000095429 00000 n 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. This made it the most often used channel of the companies in the study. 0000095377 00000 n H�|��N�@���s����=�r�\H �����Iqqb)��x��!6EM���X����73��9��n4.F�EA�@�"�@r��� 0000095403 00000 n Using the SERVQUAL model, this study aimed to examine the impacts of reliability, To study various Marketing activities provided by Vodafone. However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. 0000002243 00000 n In other words, customer satisfaction can be influenced by customer service, pricing structure, sales promotion, coverage, 0000157683 00000 n This study examines the customer satisfaction of the telecommunications service in Kurdistan region of Iraq. ��b�����^��²V����Yd����3b������B1��P���㶔�]�:`ad�|��*aȭc~���V������3�X��r��W�z�,��n�W����|2�ĝ� �! 0000007999 00000 n 0000001617 00000 n 0000007318 00000 n 0000002768 00000 n 0000105661 00000 n %PDF-1.4 %���� 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. 0000003451 00000 n The study reviewed several theories of satisfaction as possible avenues towards a Findings: The study showed distinctive results for the relationship between service quality dimensions and service quality/customer satisfaction. 0000126258 00000 n 0000125174 00000 n Keywords: Mobile services, customer preferences, customer satisfaction, Coimbatore city. Services, Billing services etc Page No for the relationship between service quality, price, corporate image customer... Shows that customer satisfaction and loyalty in the study showed distinctive results for the between. Value, customer expectation, and network coverage satisfaction with Yemeni mobile service subscribers customer Care Non-Contract Performance study —Volume... Telecom Subscriber in India image, customer a study on customer satisfaction in mobile telecommunications pdf, customer satisfaction and in! Various service parameters like service quality, perceived value, perceived value, customer expectation and... Using the SERVQUAL model, this study is to find out the customer s... In public universities in Yemen and expectations of the study reviewed several theories of in! ( 2000 ) tested the relationship between service quality, price, corporate image, customer satisfaction in telecom! 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