0000001617 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. To know the expectation of Vodafone Customers. 249. The study revealed that customer satisfaction positively affects customer retention and that switching cost affects significantly the level of customer retention. 0000096148 00000 n trailer << /Size 382 /Prev 572088 /Info 322 0 R /Root 324 0 R /ID[<745c1fca833f9c257a66b70b891ef490><745c1fca833f9c257a66b70b891ef490>] >> startxref 0 %%EOF <]>> Framework of the research indicates those variable that can effect customer satisfaction in mobile telecom industry. 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. 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 … 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. 0000116984 00000 n From each resulted a total of 500 respondents. •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 (1965) “An Experimental Study of Customer Effort,Expectations and Satisfactions”,Journal of Marketing Research 2, Page No. 0000035485 00000 n 0000075724 00000 n satisfaction in mobile telecommunications research include service quality, price, corporate image, customer service, and network coverage. Another 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. This study seeks to explore customer satisfaction and its influencing factors ... customer satisfaction. The study uses the total Mobile phone users in Ambo town as population. 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 0000000016 00000 n 0000157683 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. 0000164209 00000 n However, this empirical study is initiated to find out what particular factors responsible for customer satisfaction in the mobile tel- ecommunication industry in Bangladesh. 0000005083 00000 n << /Length 381 0 R /S 491 /Filter /FlateDecode >> stream Emerging market countries including those in Africa have experienced very rapid growth in the use of mobile technology. 0000035459 00000 n The purpose is to identify the key factors that determine the customer satisfaction of the telecommunications services. This study examined the relationship between perceived quality, perceived value, customer expectation, and corporate image with customer satisfaction. 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. 0000005338 00000 n 0000000756 00000 n Overall it can Power 2020 U.S. Wireless Customer Care Non-Contract Performance Study SM —Volume 1.. 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. 0000001445 00000 n 0000154430 00000 n 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. (Reliability, responsiveness, value added services) affects customer loyalty in the mobile telecom industry in Uganda. 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). This study examines the customer satisfaction of the telecommunications service in Kurdistan region of Iraq. To study various Marketing activities provided by Vodafone. 0000008650 00000 n (ii) To study and identify how the customers are benefited. 0000036336 00000 n All of them are based on the development of structural equation models by using PLS‐GRAPH Package. 0000004652 00000 n 0000035433 00000 n 0000106677 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). previous period. trailer 0000003014 00000 n 0000002688 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. 380 0 obj 0000115961 00000 n I. on Customer Satisfaction … P a g e |10 Vol. Mobile phone operators are recommended to ... Bangladesh Telecom Limited) is the first mobile phone operator of Bangladesh which, obtained a license in the name These factors were used to measure customer satisfaction in this study. 0000003987 00000 n %PDF-1.4 %���� 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. 0000154481 00000 n 0000002824 00000 n 0000002243 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. COMPANY PROFILE Vodafone is a mobile network operator headquartered in Berkshire, England, UK. 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