کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
556752 874483 2013 15 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Satisfaction of individual mobile phone users in Spain
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر سیستم های اطلاعاتی
پیش نمایش صفحه اول مقاله
Satisfaction of individual mobile phone users in Spain
چکیده انگلیسی


• Customer satisfaction of individual mobile phone users.
• Two novelties are a focus on individual consumers and the usage of rich data.
• ACSI and ECSI models; econometric models.

Consumer satisfaction is a key determinant of consumer retention, consumer welfare, and is also a strategic variable for competition and international comparisons. Spain's mobile customer satisfaction is the lowest in the European Union. The focus of this paper is to identify the determinants of residential mobile phone users' satisfaction among private consumers of mobile telecommunications in Spain. Two innovative aspects of this paper are the focus on a nationwide representative sample of residential consumers in Spain, and the usage of rich individual data to convey high quality statistical information. The correlation of each of the aspects to the overall satisfaction are measured. Also, relationships between different aspects of satisfaction and its determinants are formulated. The paper specifies econometric models and estimates them using a survey of 4249 mobile phone users. The results indicate that customers are less satisfied with larger carriers, and are more satisfied with smaller and newer operators. Policy recommendations are suggested to improve customer satisfaction, contribute to customer retention and improve the position of the country in the international rankings.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Telecommunications Policy - Volume 37, Issue 10, November 2013, Pages 940–954
نویسندگان
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