Customer Satisfaction On Mobile Phone Services
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Customer Satisfaction On Mobile Phone Services
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Author : Dr. Sakru Ketavath
language : en
Publisher: Lulu.com
Release Date :
Customer Satisfaction On Mobile Phone Services written by Dr. Sakru Ketavath and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Mobile Services In Retail And Their Influence On Customer Satisfaction
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Author : Joern Toellner
language : en
Publisher: Diplom.de
Release Date : 2014-04-15
Mobile Services In Retail And Their Influence On Customer Satisfaction written by Joern Toellner and has been published by Diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-04-15 with categories.
Master's Thesis from the year 2014 in the subject Business economics - Trade and Distribution, grade: 2,3, University of Applied Sciences Essen, language: English, comment: Folgende Themen werden behandelt: Megatrends / Mobile Marketing / Erfolgsfaktoren Mobile Marketing / Smartphone / Apps / Kundenzufriedenheit / Kano Modell / Fallbeispiele Applikationen: Mobile Messaging, Mobile Tagging - extended Packaging, Barcoo, Mobile Payment - Mobile Wallet, Starbucks, Augmented Reality / Mobile Kundenkarte - Payback, Shopkick, Datenschutz. Umfrage zum Thema: Welche Apps verwenden Kunden im Einzelhandel und unter welchen Voraussetzungen., abstract: Worldwide there is a strong growth in smartphone owners in comparison to previous years and the number of them will surpass the 1,4 billion mark worldwide by the end of 2013 (statista, 2013). Today, more than one third of world's population and more than 40 percent of Germany's population own a smartphone (GS1, 2013, 5, statista, 2013). Mobile phones and other mobiles are becoming part of our everyday life and are changing the way people manage it. They are the most used daily consumer good in the world and by this are becoming personal assistants that give users an always-connected and always-on lifestyle - a mobile lifestyle. Users are able to do everything from everywhere at any time with it: from doing business, communicating or playing interactive games to shopping. The increasing number of mobile devices and by this the anywhere accessibility of the Internet have an impact on the consumers' behavior in stationary stores. Customers do price checks with their smartphone, watching product videos or reading product reviews in the store and more often buy the desired product elsewhere. Retailers face the challenge of understanding how customers interact with their mobiles while shopping and take advantage of any opportunities to increase customer conversion and gain loyal customers (comscore, 2012). Customers expect m
Satisfaction With Mobile Phone Services In Lebanon
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Author : Elie Al Hasrouti
language : en
Publisher:
Release Date : 2014
Satisfaction With Mobile Phone Services In Lebanon written by Elie Al Hasrouti and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with Cell phones categories.
An Application Of The American Customer Satisfaction Index Model Acsim In The Nepalese Mobile Phone Sector
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Author : Kaji Bahadur Dahal
language : en
Publisher: GRIN Verlag
Release Date : 2016-05-02
An Application Of The American Customer Satisfaction Index Model Acsim In The Nepalese Mobile Phone Sector written by Kaji Bahadur Dahal and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-02 with Business & Economics categories.
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: B, Maastricht School of Management, course: MBA, language: English, abstract: Nepalese mobile phone market is one of the fast growing businesses with the penetration rate of at least 67.92% for GSM mobile services. Mobile phone providers have also been competing to offer dynamic services to customers. By doing this research, it is expected to offer inputs to enhance customer satisfaction with mobile services in Nepal. The term ‘customer satisfaction’ has become an emerging issue for academic research as business organizations recognize that customer satisfaction is the only way to win in the given tough competitive business world. The aim of this paper is to measure the antecedents and consequences of overall customer satisfaction with mobile services in Nepal. This study is probably the first of its kind in Nepal, which uses standard customer satisfaction measures (American customer satisfaction index model, (ACSIM) to examine the customer satisfaction with mobile services. It uses a structured questionnaire to collect the data from 242 young mobile users from two colleges in Nepal. Based on the observation, it is found that the influencing antecedents of customer satisfaction are customer expectation, perceived quality and perceived value. Similarly, it is also found that highly satisfied customers are more likely to repurchase and higher price tolerance to price increases by current mobile services provider or price decreases by rival. The result of this study is more applicable to young adult mobile services market in Nepal rather than to entire mobile subscriber population. The study reveals that mobile services provider must focus on improving mobile services quality to increase customer satisfaction and customer loyalty. The value of this study is that it uses well known research model to measure customer satisfaction with mobile services in Nepal.
Customer Satisfaction And Customer Loyalty To Mobile Phone Services In The Federal Territory Of Labuan
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Author : Hamizar Bin Hassan
language : en
Publisher:
Release Date : 2013
Customer Satisfaction And Customer Loyalty To Mobile Phone Services In The Federal Territory Of Labuan written by Hamizar Bin Hassan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Consumer satisfaction categories.
Mobile Telecommunication Customer Loyalty In Nigeria Determining Factors
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Author : Olayiwola Bello
language : en
Publisher: Diplomica Verlag
Release Date : 2012-11
Mobile Telecommunication Customer Loyalty In Nigeria Determining Factors written by Olayiwola Bello and has been published by Diplomica Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11 with Business & Economics categories.
With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry. This book attempts to assess and analyze the variables that influence a mobile phone subscriber?s loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire, constituting an 87% response rate, could be used for the analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers, while the generally low satisfaction with the present state of service delivery in the industry also plays a role. Therefore, the retention which the service providers were able to enjoy can be described as circumstantial. The given recommendations include that the service providers embark upon drives that will reduce dropped calls to a bare minimum, that they improve call quality, and that they develop SMS delivery standards.
Customer Satisfaction And Retention In The Mobile Phone Service In Peru
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Author : Clarisa Martinez Rondon
language : en
Publisher:
Release Date : 2009
Customer Satisfaction And Retention In The Mobile Phone Service In Peru written by Clarisa Martinez Rondon and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with categories.
Quantifying The Dynamic Effects Of Service Recovery On Customer Satisfaction
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Author : Zheng Fang
language : en
Publisher:
Release Date : 2014
Quantifying The Dynamic Effects Of Service Recovery On Customer Satisfaction written by Zheng Fang and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with categories.
This study examines two issues which have challenged prior experimental or survey research: (1) whether the time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay and (2) why and what service recovery efforts have a higher and quicker buildup, with respect to the significance and timing of recovering customer satisfaction losses due to service failures. We do so with a real-world dataset from China's mobile phone markets. We developed multivariate time-series model to simulate the dynamic service recovery process and implemented Bayesian estimation to resolve over-parameterization problem. The empirical results surprisingly reveals that apology-based service recovery efforts are the least effective in salvaging customer satisfaction, with the shortest decay and lowest buildup intensity. In contrast, quality improvement is the most effective, with the highest buildup and longest decay but slowest buildup toward the peak impact point. Compensation has a moderate and stable impact over time. Communications' impact on customer satisfaction builds up the quickest, though with mild endurance and magnitude. Also, the decomposition models enable managers to monitor how many percentages of customer satisfaction gains are originated from which types of service rescue efforts.
Customers Perception Towards Mobile Services And Their Influencing Factors In The Choice Of Service Providers
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Author : Muhammad Sabbir Rahman
language : en
Publisher:
Release Date : 2011
Customers Perception Towards Mobile Services And Their Influencing Factors In The Choice Of Service Providers written by Muhammad Sabbir Rahman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Cell phone services industry categories.
Given the importance of customers' perception in telecommunication business and the recent development of cellular phone business in Malaysia, a critical research agenda have arisen that requires attention of understanding the perception of consumers towards operators and the factors those are influencing in the choice of the providers. The research has set as its objective in the discovery of the influencing factors of customers' perception in their decision-making towards purchasing mobile phone line, to determine services information for formulating customers' perception of the mobile phone operators. To accomplish the objectives this research has explained the related concepts and theories; revealed and synchronized literature on consumer behaviour and developed a research framework grounded on a strong theoretical and literature review background. The empirical study was conducted in major cities in Malaysia where the emergency is required for this type of research to understand the customers' perception of mobile phone operators. The target population of this study were general customers' (N=400) of three main operators in Malaysia form significant cities where hand phone users are proportionately significant compared with other cities in Malaysia. The survey instruments included with demographic survey, and service quality, advertising and promotion, brand image, corporate image, customer satisfaction and service provider's price with seven point rating scale. The proposed research model described the direct relationships of service quality, advertising and promotion, brand image, corporate image, customer satisfaction and service providers' price towards customers' perception. These paths were related to causal processes. Thus structural equation modeling approach is necessary to examine these variables in this research. The data analysis of this study was organized into four stages (Stage I - Descriptive Analysis; Stage II - Exploratory Factor Analysis; Stage III - Confirmatory Factor Analysis; Stage IV - Structural Equation Modeling). Data were coded and analyzed by using the Statistical Packages for Social Sciences (Statistical Package for the social Science Version 15 SPSS Inc., Chicago, IL) and AMOS7(Analysis of Moment Structure Version). The research findings are based on perceptions of customers' about mobile phone operators. The study produced mixed result from the statistical outcomes; some of these results were expected and some, although obvious were interesting. Finally, it is proposed that, brand image is considered to be significant factor that influences customers' perception towards an operator, effect of advertising and promotion on customers' perception towards an operator is significant, there is a positive relationship existed between customer satisfactions toward customers' perception towards mobile phone operators, price or call rate of an operator is considered a substantial factor that influences customers' perception towards an operator, effect of service quality on customers' perception towards an operator is significant. Interestingly the effect of corporate image is not significant with customers' perception towards an operator. The findings of this research are valuable asset for mobile phone operators in Malaysia those who are struggling to implement a successful strategy for retaining consumers. Academicians, practitioners, researchers, policy-makers can also benefit from this research and its findings.
Study On Service Quality And Customer Satisfaction On The Mobile Phone Provider
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Author : Ibrahim Albaroni Salem Khbresh
language : en
Publisher:
Release Date : 2012
Study On Service Quality And Customer Satisfaction On The Mobile Phone Provider written by Ibrahim Albaroni Salem Khbresh and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Consumer satisfaction categories.
