Measuring customer satisfaction for mobile phone services usually entails measuring satisfaction about network quality, call rates, customer care services etc. Is there any reference(s) that could collectively be studied to develop a comprehensive scale for measuring customer satisfaction in this regard? Thanks.
There are many factors/dimensions that affect customer satisfaction --- such factors include:
--friendly employees,
-- courteous employees,
--knowledgeable employees,
--helpful employees,
--accuracy of billing,
--billing timeliness,
--competitive pricing,
--service quality,
--good value,
--billing clarity and
--quick service
From the studies carried out in many countries, factors like: service quality, and perceived value, are the key constructs affecting the customer’s satisfaction with mobile services. Studies also point out that customer satisfaction results ultimately in trust, price tolerance, and customer loyalty. Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. Issues like: customer satisfaction, service quality, customer perception, customer loyalty, are the main concerns of the nowadays service companies, which improves organization’s performance and translates into more profits.
http://www.hrmars.com/admin/pics/381.pdf
http://www.diva-portal.org/smash/get/diva2:448657/fulltext02
http://www.unipi.gr/faculty/ysiskos/files/paper4.pdf
You can see: Liang, D., Ma, Z., & Qi, L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research, 66(8), 1161-1167.
Dear Colleagues,
Good Day,
"Cell Phones
The ACSI has a decade of experience analyzing customer satisfaction with cellular telephone manufacturers serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with their cell phones. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.
Cell Phone Customer Experience Benchmarks
Unique to the cell phone industry, the ACSI captures customer opinions about critical elements of the customer experience, including:
- Ease of phone calling
- Ease of text messaging
- Battery life
- Operating system/software
- Menu/setting navigation
- Phone design
- Feature variety
- Audio quality
- Video quality
- Website"....
Please, see the link for detail....
http://www.theacsi.org/industries/manufacturing/cell-phone
Dear all, thank you for your advises, recommendation and suggestions... it was very helpful... I am done with my thesis now :) thank u again for ur effort !!
On top of the factors stated above you might also be interested in individuals personality, usability and ease of use of use of the said technology
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