Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers

Abstract

This study explores the factors influencing the quality of telecommunication services in Hanoi and Ho Chi Minh City. By conducting an online survey of 413 office workers, the results indicate that among the five components of the perceived quality of telecommunications services, reliability, assurance, and empathy are Key factors affecting consumer satisfaction in Hanoi and Ho Chi Minh City. The findings of this research help mobile service providers to understand how consumers perceive the quality of mobile services. Thus, mobile service providers would effectively design marketing strategy to improve customer loyalty as well as enter new markets.
 Keywords: Mobile service, service quality, online survey, empirical study, Vietnam.
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A Conceptual Framework to Unmask the Relationship between Marketing Mix Strategies, Marketing Culture and Sales Performance of Ugandan Manufacturing Firms

“…These findings are in agreement with the findings of Hong and Hai (2018), Flynn et al (2018), Bintu (2017), Mwenda (2017), and Kotler (2015), who carried out studies on the relationship between marketing strategies and sales performance and found a significant relationship. According to Hong and Hai (2018), product quality is the extent to which a product meets the needs of its customer and a firm's product development strategy must therefore focus quality. Flynn et al (2018) also found quality to be an important element in the design and manufacture of products that customers considered superior to those of the competitors, thus increasing sales.…”

“…Several studies indicate a relationship between marketing strategies and sales performance (Bintu, 2017;Chang et al, 2021;Hong & Hai, 2018;Kotler, 2015;Mwenda, 2017;Wawira, 2016). According to Hong and Hai (2018), product quality refers to the extent to which a product meets the needs of its customer and, hence, a product development strategy must be focused on just that.…”

“…Several studies indicate a relationship between marketing strategies and sales performance (Bintu, 2017;Chang et al, 2021;Hong & Hai, 2018;Kotler, 2015;Mwenda, 2017;Wawira, 2016). According to Hong and Hai (2018), product quality refers to the extent to which a product meets the needs of its customer and, hence, a product development strategy must be focused on just that. Flynn et al's (2018) study showed that quality is an important element in the design and manufacture of products that are considered superior to those of competitors, and therefore improvements to product quality lead to an increase in sales.…”

Predicting m-Commerce Continuance Intention and Price Sensitivity in Indonesia by Integrating of Expectation-Confirmation and Post-acceptance Model

“…M. Lee & Chen, 2014; Shang & Wu, 2017; Wu et al, 2009), which show the stage at which the user achieves what is expected after consumption (Bhattacherjee, 2001). However, there are contextual factors such as perceived risk, trust, efficiency, and functional benefits that could affect m-consumers’ satisfaction levels and impact the continuance use of m-commerce (Hong & Hai, 2018; Rodríguez-Torrico et al, 2019; Wu et al, 2009). Hence, this study integrates perceived risk, trust, efficiency, functional benefits, satisfaction, continuance intentions, and price sensitivity within the ECM for the Indonesian consumer group.…”