customer satisfaction research, based on the customer’s point of view, was a logical conclusion for the final thesis. Other reasons for making the survey are also very important: No previous research has been made in this area of studies in the com-pany explained % of the customer satisfaction towards the GSM telecommunication firm (F=, p customer satisfaction (β=, p This paper focuses on identifying the factors affecting customer's adoption of mobile marketing by examining the effects of perceived usefulness, perceived ease of use, and perceived customer's knowledge in the telecommunications industry of Tanzania
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To browse Academia. edu and the wider internet faster and more securely, please take a few seconds to upgrade your browser. Skip to main content. edu no longer supports Internet Explorer. Log In Sign Up. Download Free PDF. Customer Satisfaction on Internet Service Providers in Albania. European Research paper on customer satisfaction in telecommunication Journal ESJ. Download PDF. Download Full PDF Package This paper. A short summary of this paper.
READ PAPER. European Scientific Journal October edition Vol. v15n28p Abstract The internet access in Albania has been growing steadily over the past decade, enhancing competitiveness and sustaining economic growth. Internet service providers ISPs have been raising significantly and competition is increasing.
Thus, it is relevant to understand why customers stay with a particular service provider. The study sought to investigate the factors influencing customer satisfaction towards Internet Service Providers in Albania. Primary data were collected from subscribers of ISPs by using a face to face survey methodology. The SERVPERF model was employed to identify the factors influencing internet services access. The study implicates the marketing professionals in the telecommunications industry who are responsible for designing marketing strategies to foster competition and increase research paper on customer satisfaction in telecommunication share.
The practical approach of the study involves an analysis of consumer perceptions in this market and strategic recommendations for ISPs. Keywords: Satisfaction, Service quality, research paper on customer satisfaction in telecommunication, SERVQUAL, SERVPERF, Loyalty, Internet Service Providers ISPTelecommunication, Albania Introduction Internet is enhancing development in Albania as it increases the efficiency and competitiveness of the country in the global economy.
It enables better delivery of health and education services and creates new sources of income and employment. Reforms in the telecommunication sector carried out between and contributed immensely towards the transformation of telecommunication services in Albania. The reforms were designed to introduce privatization, liberalization and competition into the telecommunication industry. Internet Service Providers accelerated the modernization and the expansion of the industry as well as enhanced customer satisfaction through improving the service quality and increasing the efficiency of the sector.
The reason for growth of internet customers is aligned to the global trend of rapid growth of internet usage, market liberalization and a positive pressure exerted by government for electronic procurement, tax payments and other fiscal facilities through the Internet positively pressured the rise in demand for Internet service in Albania.
According to Electronic and Postal Communications Authority the number of subscribers to fixed broadband networks amounted thousand. As the telecommunication industry moves from a regulated market to a competitive environment, many organisations are concerned in increasing customer satisfaction. The satisfaction of customers with their Internet provider indicate the attitudinal bonding or contractual relationship with the supplier Gerpott et al.
Expectations are influenced by previous experiences with the service but also what others have said about the brand. According to Reisig and Stroshine Chandekthis theory is summarized in a four-stage process. First, the customer formulates expectations for a product. The customer can imagine performance based on his product knowledge. Second, customer value product performance, research paper on customer satisfaction in telecommunication. Third, a comparison is made between the impression of the customer and his initial expectations.
Finally, the customer's decision on the product is taken. Reisig and Stroshine Chandek, According to Oliver customer satisfaction is the result of a comparison between expectations and perceived performance. When the perceived performance is above expectations, then the customer is satisfied. Conversely, if perceived performance will be under expectations, the customer is dissatisfied. This means that the customer can judge the performance of the product as better or worse, or equal to expectations.
Compatibility between customer's perception of the product research paper on customer satisfaction in telecommunication its initial expectations leads to satisfaction.
The perception of performance is seen as the attribute of satisfaction measurement. Basic factors refer to minimum customer requirements.
If the minimum requirements are not met, the customer will be research paper on customer satisfaction in telecommunication. The emotional factor can increase customer satisfaction. This means that the emotional factor has a positive impact on pleasure. The performance factor is a direct reflection of perceived performance, research paper on customer satisfaction in telecommunication. The three-factor theory has been tested and proven by empirical researchers such as Liu and Yang, According to Füller and Matzlercore factors are considered the most basic condition for satisfaction.
Performance factors are competitive and have a direct impact on the needs and desires of the customer. Emotional factors are termed as surprise factors for consumers, implying that this surprise can increase satisfaction.
Internet service providers try to please customers to survive the intense research paper on customer satisfaction in telecommunication. Studies in this field indicate that the quality of the internet connection is key driver to customer satisfaction.
According to Vassileva and Balloni the service quality is the most studied area of services literature leading to customer relationship. It is closely related to costs, profitability, customer satisfaction and customer retention Vassileva and Balloni The origins of the service quality study occur in early theoretical works from Nordic School Grönroos, ; Lehtinen and Lehtinen, Most descriptions of quality are customer centred and according to Parasuraman et al.
The complex issue of access quality is primarily narrowed down to objectively measured or subjectively experienced download and upload transmission speeds of Internet connections Quach et al. Authors review the quality parameters of Internet access services. and suggest that the bandwidth of Internet connections tend to have significant positive and negative, respectively, research paper on customer satisfaction in telecommunication, effects on satisfaction of customers with the internet provider Giovanis et al.
The connection speed is an extraordinarily important quality feature. The testing instruments enable users to measure the transmission rates they actually get from their Internet connection supplier Elkins, Service quality assessment with internet services depends directly on monitoring customer interaction with the provided service. Khatibi, Ismail and Thyagarajan studied the relationship between quality perceptions of perceived related to price and customer satisfaction in the Malaysian telecommunication industry.
The study discovers that there is a significant correlation between customer satisfaction and service quality. More frequent losses contribute to a lower experienced value or quality of a service and result in decreasing customer loyalty to the Internet provider. There are several factors that can be used to measure the service quality.
Research paper on customer satisfaction in telecommunication tool was developed to be used in the marketing industry. It is used to perform gap analysis which is based on the difference between perceptions and expectations of quality of services. The tool can be used in wide range of services. According to Parasuraman et al. The original SERVQUAL model consisted of 10 general dimensions: 1 tangibles, 2 reliability, 3 responsiveness, 4 competence, 5 courtesy, 6 credibility, 7 security, 8 access, 9 communication, and 10 understanding Parasuraman et.
Further study by Parasuramanrevealed correlated dimensions, reducing the number of dimensions from 10 to 5. The first factor is the tangibility which is based on physical facilities and personnel appearance, second is reliability as the ability to perform the services accurately and dependable, research paper on customer satisfaction in telecommunication, third factor is responsiveness, which is the willingness to help customers and provide prompt services, fourth factor is assurance as the knowledge and courtesy of employees and ability to build trust and confidence to customers and fifth is empathy which is caring individual attention to customers.
Parasuraman et al. In order to examine the applicability of SERVQUAL model in the Telecommunication industry, several empirical studies have been conducted by adapting SERVQUAL instrument. Cronin and Taylor developed an alternative measurement tool, SERVPERF. This model takes a quite different approach than the SERVQUAL to eliminate the expectations problems.
It was proved to have better applicability in the examined industry. Cronin and Taylor, To support this idea, Lee, Lee and Yoo developed research focusing on the determinants of perceived service quality. The finding of their study indicate that the performance-based measures of service quality SERVPERF work better and detect more of the variations in service quality.
For the reasons discussed above, research paper on customer satisfaction in telecommunication, the measurement of service quality in this study will be based on the SERVPERF model as it would have managerial interest to test the applicability of that model to the Internet Industry in Albania Methodology The research aims to explore the factors influencing customer satisfaction with Internet Service Providers in Albania.
The primary data collected tend to evaluate customers as rational. The survey was conducted face to face and increased the level of trust and cooperation between interviewer and respondent. Sekaran The target population of the study are internet users aged who have home-based Internet connections. According to Electronic and Postal Communications Authority the number of subscribers to fixed broadband networks at the end of wasinhabitants. The population sample is individuals.
The sampling method is probability in proportion to size. The probability of an individual to be selected is proportional to the size of the cluster to which he belongs, giving greater clusters greater probability of selection and small groupings the lower probability.
The national distribution of the sample Number of subscribers Region Index by region size Sample with Broadband access Vlorë 16, 0.
Every third person in the main city centers is selected for interview. This allows all members of the targeted population to have an equal chance of being included in the sample. The randomly selected respondents had to meet the criteria of using the internet service at home and fall in the users age group years old.
The collected data was analyzed via Statistical Package for the Social Sciences SPSS. The distribution and profile of the respondents who participated in this research is presented in table 2.
Table 2. Number of respondents by regions Valid Cumulative Frequency Percent Percent Percent Valid Berat 6 1.
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