The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic

Principal Investigator(s):  View help for Principal Investigator(s) Petr Suchanek, Mendel University in Brno

Version:  View help for Version V1

Name File Type Size Last Modified
Slovak Mobil operlators factory of satisfaction dataset.xlsx application/vnd.openxmlformats-officedocument.spreadsheetml.sheet 60.9 KB 12/11/2024 08:52:PM
demographic dataset.xlsx application/vnd.openxmlformats-officedocument.spreadsheetml.sheet 65.8 KB 12/11/2024 09:19:PM

Project Citation: 

Suchanek, Petr. The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic. Ann Arbor, MI: Inter-university Consortium for Political and Social Research [distributor], 2024-12-12. https://doi.org/10.3886/E213141V1

Project Description

Summary:  View help for Summary The subject of this paper is modeling customer satisfaction in the mobile telecommunication industry following the Covid-19 pandemic. Based on standard customer satisfaction models, a specialized model tailored for the mobile telecommunication industry has been developed to account for its unique characteristics, including market concentration. This model was created within the Slovakian context using the Structural Equation Modelling method. The respondents were customers of all mobile operators in this market. The model revealed a positive relationship between image and perceived service quality and a negative relationship between customer expectations and perceived service value. However, it was not possible to demonstrate a relationship between image and customer loyalty or between customer expectations and customer satisfaction. Therefore, it seems that the factors influencing customer satisfaction in the telecommunications sector of an emerging EU economy differ from those in other sectors and economies in the post-Covid-19 context.



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V1 [2024-12-12]

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