A Study on Customer Satisfaction in Mobile Telecommunication Market by Using SEM and System Dynamic Method

Li, Yuanquan; Qi, Jiayin; Hu, Shu

doi:10.1007/978-0-387-76312-5_48

Cited by 6 publications

(7 citation statements)

References 7 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Thus, this study seeks to investigate consumer behaviour, in terms of satisfaction, towards apparel brands, and brand perceived value on Chinese social media platforms. According to the theoretical model of Li et al (2008), the American Customer Satisfaction Index (ACSI) indicates that customer expectation, perceived quality, and perceived value affect the customer satisfaction, and they are the antecedent variables of customer satisfaction. Based on the classical structure of Technology Acceptance Model (TAM) (Davis, 1989) and Theory of Reasoned Action (TRA) (Fishbein & Ajzen, 1977), Li et al (2008) formed a research model, where customer satisfaction depended on many constructs including perceived value.…”

Section: Introductionmentioning

confidence: 99%

The Influence of Social Media Marketing on Apparel Brands’ Customers’ Satisfaction: The Mediation of Perceived Value

Yang

Khan

Zhang

2020

AAMJ

View full text Add to dashboard Cite

The development of social media has changed traditional media by providing a platform to conduct marketing and advertising activities. Nowadays, social media offers the opportunity to build a relationship between customers and brands. The strategic use of social media marketing has significant importance for customers as well as for marketers. In this paper, the influence of social media marketing activities (SMMAs) is assessed on apparel brands’ perceived value and Chinese customers’ satisfaction. The data was collected through a quantitative survey-based approach from Chinese social media and apparel brands’ users (n = 355). The collected data from respondents were analysed through the confirmatory factor analysis (CFA) and Hayes PROCESS macro. Based on our findings, it is noted that SMMAs play an essential role in improving the brand perceived value and customers’ satisfaction in China. Moreover, it is also concluded that the apparel brand’s perceived value significantly mediates the relationship between SMMAs and customers’ satisfaction. This study provides several theoretical and practical guidelines to the marketers in China to effectively implement their advertising activities on social media platforms.

show abstract

Section: Introductionmentioning

confidence: 99%

The Influence of Social Media Marketing on Apparel Brands’ Customers’ Satisfaction: The Mediation of Perceived Value

Yang

Khan

Zhang

2020

AAMJ

View full text Add to dashboard Cite

show abstract

“…SEM can be used to test a theorized relationship, but the effect of this model is limited as it cannot be used to dynamically analyze the impacts of the variation in leadership on project performance. SD consumes much time in determining the weights between nodes by expert knowledge acquisition (Li et al , 2008). The SEM model is used to construct the SD model, which can reduce the errors and biases of expert judgments in the SD model establishment.…”

Section: Methodsmentioning

confidence: 99%

“…Several significant correlation coefficients in the SD model can be obtained from the SEM model. The main functions of the SD model are built with these correlation coefficients, and the evolution of the system is simulated with the help of the Ventana Simulation Environment (VENSIM) (Li et al , 2008). The VENSIM is a representative computer simulation language, which can easily solve relationships among variables and the structural elements of a model diagram with a model equation.…”

Section: Methodsmentioning

confidence: 99%

A hybrid approach for investigating impacts of leadership dynamics on project performance

Luo

Zhang

Zheng

et al. 2021

ECAM

View full text Add to dashboard Cite

PurposeThis paper proposes a novel hybrid simulation approach that incorporates the structural equation model (SEM) and system dynamics (SD) to investigate the impacts of leadership dynamics on project performance under different scenarios.Design/methodology/approachSEM is used to identify and validate a correlation between leadership variables and project performance statically. On this basis, the SD model is constructed to depict a system model connecting the leadership and project performance. Different scenarios are simulated to dynamically model the variation in leadership on the evolution of project performance.FindingsResults indicate that (1) leadership can be divided into personal ability, relationship atmosphere and organizational strategy in complex construction projects; (2) personal ability, relationship atmosphere and organizational strategy positively correlate with project performance over time; and (3) L1 (stress management ability), L7 (team building) and L17 (institution support) are the leading factors influencing project performance and should be paid more attention under limited resources.Originality/valueThis research contributes to (1) the state of the knowledge by proposing a hybrid methodology that can systematically model the impacts of leadership dynamics on project performance over time and (2) the state of the practice by gaining a better understanding of the strategy of resource distribution for enhancing project performance in complex construction projects.

show abstract

“…Recommending products by loyal customers is essential for business ventures to flourish. Li, Qi, and Shu 3 Demonstrated that satisfied customers through word of mouth influence the level of profitability due to the positivity of the customer and the referral of the services to others through word of mouth. Simultaneously, the more satisfaction achieved, the better loyalty could be obtained, as discussed by Yuksel, Yuksel & Bilim.…”

Section: Literature Reviewmentioning

confidence: 99%

“…22 However, this is highly related to other factors such as price, quality of services, service attributes, and value-added services provided to the customers. The factors such as perceived value, perceived quality, company image, index of service as part of the four factors as mentioned earlier included in the model developed by Li, Qi, and Shu 3 that was created based on the American Customer Satisfaction Index (ACSI) and Technology Acceptance Model (TAM) model.…”

Section: Literature Reviewmentioning

confidence: 99%

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

Abdullah

Prabhu

Othman

2022

International Journal of Engineering Business Management

View full text Add to dashboard Cite

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.

show abstract

A Study on Customer Satisfaction in Mobile Telecommunication Market by Using SEM and System Dynamic Method

Cited by 6 publications

References 7 publications

The Influence of Social Media Marketing on Apparel Brands’ Customers’ Satisfaction: The Mediation of Perceived Value

The Influence of Social Media Marketing on Apparel Brands’ Customers’ Satisfaction: The Mediation of Perceived Value

A hybrid approach for investigating impacts of leadership dynamics on project performance

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

Contact Info

Product

Resources

About