Analysing driving factors of customer satisfaction among telecommunication service providers in Kurdistan region

Nabaz Nawzad Abdullah, M. Prabhu, Masayu binti Othman
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引用次数: 5

Abstract

Due to unprecedented innovation in information and communication technology, customers interact more with telecommunication service providers. Customer satisfaction is the extent of customer psychological sense and expectation towards a particular product or service. Satisfaction is a core to business success where corporates strive to fulfil them in the competitive market, where customers have more options. The lack of understanding of customer expectations created a gap between telecommunication companies operating in Kurdistan Region and subscribers. The current study intends to understand factors affecting customer satisfaction among telecommunication service companies in Kurdistan Region. It also identifies the customer’s critical factors concerning telecommunication services. Convenience sampling has been used to investigate the impacts of service quality, service attitude, value-added services, and price on customer satisfaction. The result revealed a significant and positive relationship between all independent variables except for the value-added services found to have a significant but reverse impact on customer satisfaction. The negative impacts of value-added services on customer satisfaction rely on the fact that roaming services, money transfer, reward points, and easy recharge are not concerns for customers compared to the price, quality of networks, and connectivity. The study signifies that nourishing customers by telecommunication companies in Kurdistan Region improve their market share and creates competitive value and uniqueness. This study highlights that competitive advantage and uniqueness offers more customer-oriented services to mobile subscribers and could be perceived as a precondition to the survival of operating firms. In return, the general public delivers cheaper and more reliable services with improved connectivity and internet service at a competitive price.
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库尔德斯坦地区电信服务提供商客户满意度驱动因素分析
由于信息和通信技术的空前创新,客户与电信服务提供商的互动越来越多。顾客满意是顾客对某一特定产品或服务的心理感受和期望的程度。满意度是企业成功的核心,在竞争激烈的市场中,客户有更多的选择,企业努力实现他们。由于缺乏对客户期望的了解,在库尔德斯坦地区运营的电信公司与用户之间产生了差距。本研究旨在了解库尔德斯坦地区电信服务公司客户满意度的影响因素。它还确定了客户对电信服务的关键因素。采用便利抽样法考察了服务质量、服务态度、增值服务和价格对顾客满意度的影响。结果显示,除了增值服务发现对客户满意度有显著但反向的影响外,所有自变量之间都存在显著的正相关关系。增值服务对客户满意度的负面影响取决于这样一个事实,即与价格、网络质量和连接性相比,漫游服务、转账、奖励积分和容易充值并不是客户关心的问题。研究表明,库尔德斯坦地区电信公司对客户的滋养提高了其市场份额,创造了竞争价值和独特性。本研究强调,竞争优势和独特性为移动用户提供了更多以客户为导向的服务,可以被视为运营公司生存的先决条件。作为回报,公众将以更便宜、更可靠的服务,改善连接和互联网服务,并以具有竞争力的价格提供服务。
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来源期刊
CiteScore
7.50
自引率
6.10%
发文量
17
审稿时长
15 weeks
期刊介绍: The International Journal of Engineering Business Management (IJEBM) is an international, peer-reviewed, open access scientific journal that aims to promote an integrated and multidisciplinary approach to engineering, business and management. The journal focuses on issues related to the design, development and implementation of new methodologies and technologies that contribute to strategic and operational improvements of organizations within the contemporary global business environment. IJEBM encourages a systematic and holistic view in order to ensure an integrated and economically, socially and environmentally friendly approach to management of new technologies in business. It aims to be a world-class research platform for academics, managers, and professionals to publish scholarly research in the global arena. All submitted articles considered suitable for the International Journal of Engineering Business Management are subjected to rigorous peer review to ensure the highest levels of quality. The review process is carried out as quickly as possible to minimize any delays in the online publication of articles. Topics of interest include, but are not limited to: -Competitive product design and innovation -Operations and manufacturing strategy -Knowledge management and knowledge innovation -Information and decision support systems -Radio Frequency Identification -Wireless Sensor Networks -Industrial engineering for business improvement -Logistics engineering and transportation -Modeling and simulation of industrial and business systems -Quality management and Six Sigma -Automation of industrial processes and systems -Manufacturing performance and productivity measurement -Supply Chain Management and the virtual enterprise network -Environmental, legal and social aspects -Technology Capital and Financial Modelling -Engineering Economics and Investment Theory -Behavioural, Social and Political factors in Engineering
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