INFLUENCE OF THE CUSTOMER EXPERIENCE ON SATISFACTION WITH MOBILE PHONES (original) (raw)

A Study on The Customer Satisfaction Towards Smartphones: A Special Reference to MI

International Journal of Research Publication and Reviews

Smart phone, being compact in size, provides an all-in-one solution for mobile calls, emails, and internet access. Recently the Smartphone sales have plunged for several brands at an affordable price as Oppo, Mi, and Vivo. India is set to become the third-largest market for smart phones in four years, according to researcher international data Corporation, with phone manufacturers launching more affordable 4G handsets and looking to tap buyers in small cities and towns. This research is designed to provide information about customer perception and factors affecting their buying behavior with respect to Mi smart phones. The research design used is exploratory in nature which will provide an emphasis on numerical data (number). The data for analysis was gathered by using questionnaire method, with the sample for the representative customer with simple random sampling approach. There are several observations that each Smartphone has their own benefit and luxury offered by the companies...

Examining the Factors Associated with Customer Satisfaction using Smartphones

This paper aims at identifying the key factors that influence customers’ satisfaction to use smartphones. A survey questionnaire was designed to capture the opinions of the customers about a number of characteristics of their smartphone. Correlation and regression analysis were carried to study the association and influence of the factors with the customer satisfaction. The result shows that the predictors found to be the most important to improve customer satisfaction are product price, product attractiveness, perceived quality, and brand experience. It is observed that the brand experience is more rational cause for the customer satisfaction than other predictors. In addition, the study shows that female smartphone users are more likely to have positive attitude towards their phone compared to the male users. Further research can be conducted by expanding the scope of the study with additional predictors, more sample size, and moderating variables.

Satisfaction as a Determinant of Customer Loyalty Towards Mobile Communication

Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 2014

Modern business, characterized by growing user expectations and intense competitive relationships requires companies to survey customer satisfaction in a continuous manner. Customer satisfaction increases loyalty, fosters repurchase intention, enhances positive reaction and reduces the number of complaints. Customer satisfaction survey on regular basis is one of the prerequisites for creating adequate offer that meets customers’ expectations and ensures their long-term loyalty. Namely, loyalty as a long-term preference for the company’s products and services assumes customer who is willing and able to maintain interact with the brand offered by the company. Essentially, brand loyalty implies that the customer, based on the information and his beliefs, prefers the brand that is superior to the others. The main objective of this paper is to examine the level of customer satisfaction with specific aspects of services provided by mobile operators in the Montenegrin mobile communications...

An empirical study on customer satisfaction: Mobile phone users in an emerging market

Journal of Digital Convergence, 2019

For the growing importance of mobile communication, this study sets out to investigate the factors that influencing mobile phone customer satisfaction behavior through a structural equation model. This study proposes six factors model as the key determinants of customer satisfaction. Furthermore, we examine the moderating effect of demographic factors. The study was conducted using a structured questionnaire, data collected from 386 active subscribers. Results confirm that brand name, social influence and after sales service are the three significant determinants of consumer satisfaction. This study finding also suggests that demographic attributes have important consequences on customer satisfaction. The study findings offer an extended theoretical understanding towards customers' mobile satisfaction in the emerging market perspective and for practitioners, potentially to other similar context.

A study on customer satisfaction towards smart phone users

Today, communication is one of the gifts of man. It acts as a repository of wisdom, a propeller for the advancement of knowledge and the telescope to view the vision of the future. Therefore communication is linchpin of a business. The research focuses on customers' satisfaction towards smart phone users particularly college students. Descriptive research method has been used for this study. The data related to Smartphone users were collected through Questionnaire method. Convenience sampling method was used by the researcher to collect the data. The sources of data were primary as well as secondary. The size of sample is 50. The data collected were edited, coded and processed with the help of (SPSS) software. The statistical tools are used for T-Test, F-Test, and Factor analysis. There is a significant difference between the satisfaction level of Smartphone users and gender of the respondents.

Customer Satisfaction in Indian Mobile Industry

2014

This paper attempts to explain the main problems in achieving complete customer satisfaction and possible solutions to it. We notice every month a new model of mobile phone being launched in the market with new advanced features. These new launches leave a psychological impact on customer's mind which leaves them uneasy. It enforces the customers to think upon their present state i.e. whether their current mobile is better than the newly launched phone or not. This changes the customer's level of satisfaction and therefore it becomes difficult to ascertain the real reasons for their dissatisfaction. This cycle of satisfaction to dissatisfaction and gaining satisfaction goes on. This paper discusses various strategies that mobile manufacturing companies may follow to gain better market share of mobile industry. Along with that, the importance of customer retention and its successful strategies are analysed here. The secondary data has been collected from various journals, onl...

CUSTOMER SATISFACTION OF GREEK MOBILE PHONE SERVICES

The mobile telephony market is one of the fastest-growing segments in the global economy. The competition in this sector has become very intense and the companies' need for survival, in these very difficult conditions that dominate in this sector, force them to search for ways to attract and retent customers. The main condition for the maintenance of their brand life, in the long term, is to win customers' loyalty. Customer satisfaction consists a basic factor for achieving this aim.

CUSTOMER SATISFACTION IN THE MOBILE TELECOMMUNICATIONS INDUSTRY IN

Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal.

Customer Satisfaction in the Mobile Commerce

Customer habits, behavior, informational needs and expectations were a subject of change in electronic commerce and are changing further in the mobile commerce. In this spirit, the "mobile" sellers must understand that the ways to assure customer satisfaction are also changing. A new, coherent and fully developed customer strategy is indispensable in the assurance of … mobile satisfaction. This paper analyzes the changes in the mobile customer behavior, and also proposes some recommendations for a successful mobile marketing strategy.

Performance and consumer satisfaction with mobile telecommunications

International Journal of Business and Emerging Markets

Research findings show that the process of consumer satisfaction formation depends on the type of product or service being offered. Nevertheless, few studies have investigated if satisfaction varies among different consumer segments. The present paper aims to verify if the expectation disconfirmation model-original from a developed economycan be used to explain the satisfaction of consumers with mobile telecommunications services in Brazil, an emerging economy with market conditions different from those in developed economies; and also whether consumer income influences satisfaction perception. The expectation disconfirmation model was tested with a sample of 1,028 college students, users of mobile telecommunications services. The data was analysed using descriptive statistics, exploratory factor analysis, confirmatory factor analysis, and structural equation modelling. The results show that performance, differently from expectations, has a significant influence on consumer (dis)satisfaction with mobile telecommunications services. Also, expectations, performance perception and (dis)satisfaction levels do not vary among different income consumer groups.