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Modeling customer satisfaction in cellular phone services

Low tariffs, wider coverage and decent quality keep Pakistani cellular phone market growth at an alarming pace. Despite highest growth rate in the region, the lucrative Pakistani market is not free from challenges. The intensified competition is depicting a pattern of customer churn while the compan...

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Main Authors: Muhammad Mohsin, Butt, Ernest Cyril, de Run
Format: E-Article
Language:English
Published: Jurnal Kemanusiaan 2009
Subjects:
AC Collections. Series. Collected works
HM Sociology
T Technology (General)
Online Access:http://ir.unimas.my/id/eprint/544/1/30%20Modeling%20customer%20satisfaction%20in%20cellular%20phone%20services%20%28abstract%29.pdf
http://ir.unimas.my/id/eprint/544/
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spelling my.unimas.ir.5442016-04-12T06:32:43Z http://ir.unimas.my/id/eprint/544/ Modeling customer satisfaction in cellular phone services Muhammad Mohsin, Butt Ernest Cyril, de Run AC Collections. Series. Collected works HM Sociology T Technology (General) Low tariffs, wider coverage and decent quality keep Pakistani cellular phone market growth at an alarming pace. Despite highest growth rate in the region, the lucrative Pakistani market is not free from challenges. The intensified competition is depicting a pattern of customer churn while the companies are still enjoying growth. This creates serious challenges for organizations in managing their existing customer while striving for growth. The common answer to such challenges is retaining customers through satisfaction. This research aims at answering what are the factors contributing towards customer satisfaction in Pakistani mobile cellular services? A typical two-stage survey was conducted. A qualitative research was conducted in first stage to collect factors, which contribute towards the customer satisfaction of a typical Pakistani cellular phone user. It was followed with a questionnaire to gather quantitative data for further analysis using conformity factor analysis. The results confirmed a multidimensional construct of customer satisfaction in Pakistani cellular phone communication sector. The findings suggest that customer satisfaction of cellular phone users in Pakistan constitute of four factors including price, transmission quality, usage ease and service support. This is in line with the previous research exploring the issue in other countries. Jurnal Kemanusiaan 2009-06 E-Article PeerReviewed text en http://ir.unimas.my/id/eprint/544/1/30%20Modeling%20customer%20satisfaction%20in%20cellular%20phone%20services%20%28abstract%29.pdf Muhammad Mohsin, Butt and Ernest Cyril, de Run (2009) Modeling customer satisfaction in cellular phone services. Modeling customer satisfaction in cellular phone services, 13.
institution Universiti Malaysia Sarawak
building Centre for Academic Information Services (CAIS)
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sarawak
content_source UNIMAS Institutional Repository
url_provider http://ir.unimas.my/
language English
topic AC Collections. Series. Collected works
HM Sociology
T Technology (General)
spellingShingle AC Collections. Series. Collected works
HM Sociology
T Technology (General)
Muhammad Mohsin, Butt
Ernest Cyril, de Run
Modeling customer satisfaction in cellular phone services
description Low tariffs, wider coverage and decent quality keep Pakistani cellular phone market growth at an alarming pace. Despite highest growth rate in the region, the lucrative Pakistani market is not free from challenges. The intensified competition is depicting a pattern of customer churn while the companies are still enjoying growth. This creates serious challenges for organizations in managing their existing customer while striving for growth. The common answer to such challenges is retaining customers through satisfaction. This research aims at answering what are the factors contributing towards customer satisfaction in Pakistani mobile cellular services? A typical two-stage survey was conducted. A qualitative research was conducted in first stage to collect factors, which contribute towards the customer satisfaction of a typical Pakistani cellular phone user. It was followed with a questionnaire to gather quantitative data for further analysis using conformity factor analysis. The results confirmed a multidimensional construct of customer satisfaction in Pakistani cellular phone communication sector. The findings suggest that customer satisfaction of cellular phone users in Pakistan constitute of four factors including price, transmission quality, usage ease and service support. This is in line with the previous research exploring the issue in other countries.
format E-Article
author Muhammad Mohsin, Butt
Ernest Cyril, de Run
author_facet Muhammad Mohsin, Butt
Ernest Cyril, de Run
author_sort Muhammad Mohsin, Butt
title Modeling customer satisfaction in cellular phone services
title_short Modeling customer satisfaction in cellular phone services
title_full Modeling customer satisfaction in cellular phone services
title_fullStr Modeling customer satisfaction in cellular phone services
title_full_unstemmed Modeling customer satisfaction in cellular phone services
title_sort modeling customer satisfaction in cellular phone services
publisher Jurnal Kemanusiaan
publishDate 2009
url http://ir.unimas.my/id/eprint/544/1/30%20Modeling%20customer%20satisfaction%20in%20cellular%20phone%20services%20%28abstract%29.pdf
http://ir.unimas.my/id/eprint/544/
_version_ 1644508648136769536
score 13.211869

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