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The Indian market of mobile network providers is growing rapidly. India is the second largest market of mobile network providers in the world and there is intense competition among existing players. In such a competitive market, customer satisfaction becomes a key issue. The objective of this paper is to develop a customer satisfaction model of mob...
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... on the exploratory factor analysis and the literature review, we propose our final research model (Fig. 1) and hypotheses to depict determinants of customer satisfaction of mobile network providers in Kolkata. The study suggests that generic requirements (an aggregation of output quality and perceived value), price, functional quality and flexi- bility are determinants of customer satisfaction which we have obtained from exploratory factor ...
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Citations
... According to several studies (16,(28)(29)(30), the relationship and emotions that exist between service providers and customers have a significant impact on both the dissemination degree and user satisfaction. Specifically, when service personnel demonstrate high levels of empathy, consumers tend to perceive their value as customers, which in turn positively affects the dissemination degree and satisfaction levels. ...
Introduction
Emergency Medical Language Services (EMLS) have played a crucial role in the COVID-19 pandemic. Research on the quality and its influencing factors of EMLS is necessary.
Methods
This study used the SERvice QUALity (SERVQUAL) model to determine factors affecting the quality of EMLS during the pandemic. An online questionnaire was completed by 206 participants who received the service in 2021–2022. Structural Equation Modeling (SEM) indicated that the service provider and service process significantly influenced the Service Results.
Results
In the service process, the evaluation of service content and responsiveness were highly correlated, and both factors significantly affected user satisfaction. In the service provider, tangibility and reliability were highly correlated. The key factors for user willingness to recommend the service were service content and tangibility.
Discussion
Based on the results of the data analysis, it can be inferred that EMLS should be improved and upgraded in terms of service organization, talent cultivation, and service channel expansion. To enhance service organization, an emergency medical language team should establish a close collaboration with local medical institutions and government departments, and an EMLS center should be established with the support of hospitals, government, or civil organizations.
... Perceived quality is one of the major predetermining contributors to boost the extent of customer satisfaction (Suchanek et al., 2015). The study of Chakraborty and Sengupta (2014) in case of mobile networks explains that quality of services plays a vital role in heightening the extent of customer satisfaction. Nezhad and Akbari (2017) elicit that satisfaction acts as an intermediate variable to create the link between perceived quality and customer loyalty. ...
Purpose
This paper aims to examine the impact of innovativeness on customer satisfaction through mediation of perceived quality and also examines the effect of consumer involvement and communication strategy as moderating variables to validate relationship between innovativeness and perceived quality from the perspective of Generation M.
Design/methodology/approach
Cluster sampling method is used and data is collected from 451 graduates studying in different universities of Sahiwal division to know their perception regarding mobile phones brands. Structural equation modelling technique is used, and all analyses are performed using SPSS 23.0 and SmartPLS 2.0 to know the findings of the study.
Findings
This study finds positive significant nexus between innovativeness-satisfaction, innovativeness-perceived quality and perceived quality-customer satisfaction at brand level. This study also finds that perceived quality is a significant mediator between brand innovativeness and customer satisfaction. However, moderating variables do not help to boost the relationship among brand innovativeness and perceived quality to transmit their impact on customer satisfaction.
Practical implications
This study may help to understand the preferences of different generations. Findings of the study can also benefit the firms in investment decisions, brand management and formulation of innovative strategies for future.
Originality/value
To the best of the authors’ knowledge, this work is one of the first studies to investigate the integrated model of BI-CS through mediating and moderating variables to know the perception of Generation M regarding smartphone brands in developing economies like Pakistan.
... It may induce an increase in sales volume if offered at a low price. Additionally, the concept of e-commerce is highly effective and efficient, and it may save time and space, particularly now that the internet network is simple to access, backed by a rising number of wifi hotspots and improved network providers (Kumar, 2013;Chakraborty, 2014). ...
... It is a person's decision to repurchase a product or reuse a service that has been purchased or used, which is usually based on the satisfaction obtained after using the product or service (Sihombing, 2012). Repurchase intention reflects the action of consumers to buy or not buy a product (Chakraborty, 2014). In the consumption process, this purchase intention or repurchase intention is closely related to the motivation to use or buy particular products (Akbar, 2009). ...
... A customer's repurchase intention shows the customer's desire to make repeat purchases (Ahmed, 2014). Some characteristics of repurchase intention according to Chakraborty (2014) are as follows: Intention is considered a "trap" or intermediary between motivational factors that influence behavior. Intention also indicates how far someone has the will to try. ...
The phenomenon in this study is that consumers have not repurchased travel tickets at Traveloka in the future. Consumers have not recommended other people to buy travel tickets on Traveloka. Data security in purchasing Traveloka services is not guaranteed. User friendliness in purchasing Traveloka services is still lacking. Accordingly, this study aims to determine whether the service quality of e-ticketing technique has an effect on word of mouth and repurchase intention through customer satisfaction as an intervening variable at Traveloka online services in Binjai City. The data analysis technique used is a quantitative method, and this study uses path analysis. The sample consisted of 160 respondents, and we used a questionnaire to collect the data. The results showed that the service quality of the e-ttcketing technique had a positive and significant effect on customer satisfaction. The service quality of the e-ticketing technique has a positive and significant effect on word of mouth. The service quality of the e-ticketing technique has a positive and significant effect on repurchase intention. Consumer satisfaction has a positive and significant effect on word of mouth. Consumer satisfaction has a positive and significant effect on repurchase intention. The service quality of the e-ticketing technique has a positive and significant effect on word of mouth through customer satisfaction as an intervening variable. The service quality of the e-ticketing technique has a positive and significant effect on repurchase intention through customer satisfaction as an intervening variable. Keywords: service quality of e-ticketing technique, customer satisfaction, word of mouth, repurchases intention
... Tuy nhiên, việc xác định các thành phần vẫn còn khoảng trống cần được triển khai nghiên cứu. Nhiều nghiên cứu tập trung vào sự hài lòng và ảnh hưởng đến sự gắn kết thông qua thói quen và sự hài lòng mà chưa tập trung vào nhận thức giá trị của sản phẩm dịch vụ mang lại (Chakraborty & Sengupta, 2014;Thaichon & cộng sự, 2014). Đồng thời, việc xác định các yếu tố ảnh hưởng đến sự gắn kết của KH trong lĩnh vực VTDĐ trên cơ sở các lý thuyết nền tảng chưa được nghiên cứu sâu. ...
... 2.2 Các yếu tố ảnh hưởng đến sự gắn kết của khách hàng mạng viễn thông di động Trong một nghiên cứu của Chakraborty & Sengupta (2014) về mô hình cấu trúc của yếu tố quyết định sự hài lòng của KH về NCCDV di động tại Kolkata, Ấn Độ, nhóm tác giả giải thích sự hài lòng của khách hàng đối với NCCDV thông qua ảnh hưởng của các yếu tố như các yêu cầu dịch vụ cơ bản, giá cả dịch vụ, chất lượng tính năng dịch vụ và sự linh hoạt. Nghiên cứu này chỉ ra rằng 3 yếu tố, đó là giá cả dịch vụ, chất lượng tính năng dịch vụ và sự linh hoạt có ảnh hưởng đến sự hài lòng của KH. ...
Gần đây, thị trường viễn thông di động (VTDĐ) tại Việt Nam cho thấy sự phát triển rất nóng và tồn tại nhiều yếu tố không ổn định, đặc biệt là ảnh hưởng của sự phát triển công nghệ và thay đổi chính sách liên quan. Bài viết này xem xét ảnh hưởng của các yếu tố đến giá trị cảm nhận, sự hài lòng và sự gắn kết của khách hàng (KH) trong lĩnh vực VTDĐ tại Thành phố Hồ Chí Minh (TP. HCM). Nghiên cứu sử dụng phương pháp phân tích mô hình cấu trúc tuyến tính (PLS - SEM) đối với số liệu được thu thập từ 273 KH đang sử dụng dịch vụ mạng viễn thông di động (DVMVTDĐ) của các nhà cung cấp dịch vụ (NCCDV) hiện nay. Kết quả phân tích dữ liệu chỉ ra rằng các giả thuyết đề xuất đều được ủng hộ; giá trị cảm nhận và sự hài lòng đóng vai trò trung gian giữa chất lượng hệ thống, chất lượng mạng, hình ảnh thương hiệu, chi phí sử dụng và sự gắn kết của KH với NCCDV. Hơn nữa, sự hài lòng có tác động mạnh hơn đến sự gắn kết so với giá trị cảm nhận của KH.
... Chakraborty and Sengupta [52] reported that India is the second-largest market for mobile phone network providers in the world. There is intense rivalry between competitors in this market, and customer satisfaction becomes a critical problem. ...
The main objective of this study is to apply structural equation modeling with partial least squares and based on covariance to assess the satisfaction of residential electricity consumers. The methodology used compares the results of both structural equation models to indicate the model that best fits the problem of measuring the satisfaction of residential consumers of electricity concessionaires and licensees. The sample used in the survey contained questionnaire responses from 86.175 individuals considering the period from 2014 to 2018. The constructs evaluated were satisfaction, quality, value, loyalty, and trust. Confidence interval analysis shows that all weights are significant, demonstrating the importance of all the indicators that represent the constructs. The trust, quality, and value constructs can explain 74.4% of the variability of the satisfaction construct, so the explanatory capacity of this relationship is considered substantial. Finally, the evaluation of the performance of the service provided by the electric energy concessionaires/licensees, measured by customer satisfaction, allows for the continuous improvement of services and meeting, even if minimally, the expectations of its consumers.
... Machine learning and statistical techniques for identifying important factors that influence customer experience have been applied on telecommunications customer survey data. As examples, these include genetic algorithm, multiple regression, confirmatory factor analysis, structural equation modelling and supervised classification techniques [11], [12], [13], [14]. Nonetheless, there is usually a lack of clear and accurate association between the customer experience metric and the customer attributes which are supposed to provide root cause explanation [11]. ...
... It has been observed that highly complex pricing plans can lead to confusion among clients. Chakraborty and Sengupta (2014) have proposed a model of customer satisfaction in the telecommunications industry that focuses on quality, value, and price, which is defined as important factors in assessing customer satisfaction. The conceptualization of customer satisfaction has been clarified in different ways to suit the research undertaking context. ...
... 30) and the results explained about 59.2%of the variance in customer loyalty, the second-highest R 2 value for direct effect testing (refer toTable 4.31). Numerous studies such asEid and El-Gohary (2015) in Muslim tourism,Wu (2014) in China gaming industry,Verma and Singh (2017) in Bhutan Telecom Sector and ...
The main aim of this study is to explore the impact of the dimensions of Umrah service quality on customer satisfaction for Umrah and customer loyalty for Umrah in the travel industry. Increasingly intense competition and structural shifts in the business environment are now pushing companies to adopt a customer-focused strategy that elevates the value of customer-related constructs such as customer satisfaction, quality of service, and consumer loyalty in describing the success of a company. Umrah service efficiency, Umrah customer satisfaction, and Umrah customer loyalty were calculated from the literature using a 5-point Likert scale. Structural equation modeling was carried out to analyze the impact of Umrah service quality on customer satisfaction in Umrah and customer loyalty in Umrah. The result showed that all dimensions of service quality influenced customer satisfaction and loyalty of Umrah's customers. The study's key drawback is that it was confined only to the Malaysian nation. Second, the present study only focuses on the traveling industry in Umrah. The results clearly indicate the dimensions of the quality of Umrah service that the practitioners must concentrate on in order to provide a better quality of service.
... quality through of the SERVQUAL model has received broad attention from various service sectors (Chakraborty and Sengupta 2014;Chatzoglou et al. 2014;Graa et al. 2017;Durdyev et al. 2018), including waste management sector (Tabernero et al. 2016;Mohd-Zikry 2017). The indicators under consideration and SERVQUAL service quality dimensions associated are summarized in Table 2, so this table depicts quality indicators within the USWCS, which therefore provides a basis for achievement of the first objective of the study. ...
This work explores determinants of public satisfaction with urban solid waste collection service quality of the city of Burgos (Spain). A Structural Equation Modeling is conducted based on the indicators of the service quality offered by the SEMAT S.A. company and the dimensions offered by SERVQUAL service quality model. The findings show that Assurance and Responsiveness have a positive and significant effect on public satisfaction. However, Reliability, Empathy, and Tangible have no significant effect. Regarding Assurance, cleanliness of pavements and cleanliness of walkways are the indicators that provide a significant influence on this dimension. Otherwise, daily collection of organic waste and daily collection of selective waste are the indicators that provide a significant effect on the Responsiveness dimension. We can emphasize that increasing public satisfaction can be achieved by increasing the frequency of pavements and walkways cleanliness and the frequency of organic and selective waste collection and that this has a clear relationship with the increase in costs and pollution impact. Find a balance between frequency of collection and cost and pollution is necessary. Despite this, the significance of these indicators is strong enough to motivate decision-makers to address their efforts and investments in improving them, enabling thus an effective and efficient service at the required level of quality and adjusting their strategies to increase public satisfaction. Moreover, the study highlights that 84.37% of citizens are satisfied with the service. In addition to this practical validation at the management level, we also discuss environmental and sustainability repercussions.
... It obtains from the perception of service quality, perceived value, variation, and intensity of use, user satisfaction, and interest in the next generation of cellular technology. Research by Chakraborty and Sengupta (2014) regarding the main factors of consumer satisfaction with mobile operators in India, resulted in findings that mobile operators need to identify the level of user satisfaction because it can affect service adoption and use. It is in line with the cost of acquiring new users is higher than the cost of serving existing customers. ...
... For the long-term relationship between cellular operators and their customers (subscribers) to be maintained, customer satisfaction is a determinant factor. The results of the study by Chakraborty and Sengupta (2014) show that MNO that offer services, namely quality networks, the ability to connect to others, and reasonable prices, can satisfy consumer needs. ...
During the last few years, the growth of mobile data service users has increased, followed by stagnant usage and even tends to decline. The challenge that mobile telecommunications operators face is increasing revenue in a situation of intense competition in the mature telecommunications industry market. It takes customers systematically, through ordering, behavior based on the suitability of technology that functions to meet user’s needs. Thus, Mobile Network Operator (MNO) provides user satisfaction scores, thereby increasing use and loyalty to the MNO it has chosen. This study aims to cyclically analyze the decision to choose an operator in shaping evaluation use behavior to create loyalty and continued use. In this study, quantitative data was carried out through a survey of 250 respondents and data analysis using Structural Equation Modelling (SEM). The findings in this study are: (1) The decision to choose MNO affects usage behavior and vice versa (2) The decision to choose MNO influences user evaluation and vice versa; (3) Usage behavior influences user evaluation. The results of this study can enrich the literature with theoretical contributions related to the concept of behavior in organizations, especially the telecommunications industry. Besides, it can assist mobile operators in designing usage behavior.
... According to porter's 5 forces model, if close substitutes available in a market, it increases the probability of customers switching to alternatives in response to price increase (Ojo, 2010). Price or value of money determines the benefits that customer obtain by way of consuming the service (Kotler & Armstrong, 2017) The high competition will create a positive avenue for the customers on to perceive a good price in terms of acquiring a service (Corrocher & Lasio, 2013).This is the fact that the most operators enter telco markets with low pricing strategies to make maximum use of the competitive advantages which prevailing in the industry (Chakraborty & Sengupta, 2014). With ample choices of similar products and services in the market, the business needs to keep abreast with innovative pricing trends to attract new and retain the existing customers for a profitable business (Ndubisi, 2007). ...
It is obvious that customers are important stakeholders in organizations and their retention is a priority to the business. From the years, mobile telecommunications industry is evolving drastically by creating utmost competition resulting an increased level of customer penetration throughout years. Maintaining existing customers are less costly than acquiring new customers, thus this study is focused to identify factors affecting on customer retention and measure the impact of each identified factor on customer retention. Based on the literature, network quality, customer experience and perceived price are important factors that decides the level customer retention. Primary data were collected through survey method and sample techniques applied was convenience sampling and sample size is 384. The developed hypotheses were tested using Multiple Regression analysis in SPSS. All the hypotheses were accepted proving that network quality, customer experience and perceived price have a significant impact on the level of customer retention.
