Does a difference in the number of response categories change the results for ACSI in the mobile phone sector

Kalburan, Çetin; Haşıloğlu, Selçuk Burak; Bardakçı, Ahmet

doi:10.1504/ijmc.2019.102725

Cited by 3 publications

(2 citation statements)

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“…This scale is usually used in the ECSI mentioned above and ASCI (Coelho & Esteves, 2007). Moreover, the literature supports the use of 10-point Likert scales, as they have demonstrated similar results to scales employing different intervals (Coelho & Esteves, 2007;Dawes, 2008;Kalburan et al, 2019). Additionally, Preston and Colman (2000) suggest that scales with a higher number of response categories exhibit higher levels of reliability, validity and discriminant power.…”

Section: Methodsmentioning

confidence: 76%

Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services

Ribeiro,

Barbosa,

Moreira

et al. 2024

Sage Open

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The telecommunications industry is highly competitive, as operators engage in fierce attacks, especially in bundled services, to acquire new customers originating high churn rate. The objective of this paper is to gain a comprehensive understanding of the factors influencing the switching of operators for bundled services among telecom operators. The paper includes a quantitative study with 3,004 customers utilizing bundled services from a Portuguese telecom operator. Employing covariance-based structural equation modeling and logit regression, the research shows that internet service, television service, and the service provided by the contact center exert the greatest impact on loyalty to the operator. In contrast, landline service has an insignificant effect, while loyalty has a negative influence on customer churn. This study offers telecommunications managers insights for identifying the main factors to retain customers and curbing customer defection. Additionally, it provides a framework for assessing customer experience within bundled telecom services, which is useful for researchers, managers and marketing practitioners alike.

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Section: Methodsmentioning

confidence: 76%

Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services

Ribeiro,

Barbosa,

Moreira

et al. 2024

Sage Open

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“…To standardise the scales, all the variables described above were measured using a 10-point Likert-type scale, i.e., there is no mid-point on the scale, so respondents have to choose (Sarantidou 2017 ). Some literature supports using 10-point Likert-type scales, as no differences were observed for scales with other intervals (Coelho and Esteves 2007 ; Kalburan et al 2019 ). In addition, respondents always had the option to select a category of "Not applicable/Do not know" in case of lack of knowledge or applicability.…”

Section: Methodsmentioning

confidence: 99%

A closer look at customer experience with bundle telecommunication services and its impacts on satisfaction and switching intention

et al. 2023

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The telecommunications sector faces a major challenge of high customer churn. Despite this, there is still a lack of research that explores the switching intention for telecommunication services, particularly with bundle services that currently dominate the market. This study aims to provide insight into consumer behaviour regarding bundle telecommunication services by examining the factors that impact satisfaction and switching intention, both directly and indirectly. Eighteen hypotheses were defined based on the literature, and were tested through a quantitative study with 910 bundle service customers using structural equation modelling with Smart-PLS. The results show that internet and television services have the strongest indirect impact on switching intention, mediated by overall satisfaction and loyalty. Additionally, the results indicate that switching costs and barriers do not significantly affect switching intention, and surprisingly, perceived contractual lock-in positively influences switching intention. This study provides a comprehensive understanding of the customer experience with bundled telecommunications services and offers relevant insights for telecommunication managers to prevent customer loss to competitors.

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A model for assessing student satisfaction with smart classroom environment in higher education

Dai,

Wang,

Peng

et al. 2024

Computer Assisted Learning

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BackgroundSmart classroom environment has drawn worldwide attention, however, there is still a lack of studies that can explore and analyse potential factors, which affect students' satisfaction with smart classrooms in higher education.ObjectivesTo assess students' satisfaction with smart classrooms in higher education, this study proposed the smart classroom environment satisfaction model based on TAM and ACSI models.MethodsA sample of 1979 Chinese college students who studied in a smart classroom environment completed a survey assessing student satisfaction with the smart classroom environment. And a structural equation modelling analysis was used to further analyse students' preferences for smart classroom environments.Results and conclusionsThe results showed that student satisfaction with smart classroom environment is significantly correlated with subjective perception factors after use, such as students' perceived value (PV), user experience and perceived expectations (PE). It indicated that user experience indirectly affected overall satisfaction (OS) through its positive impact on PV, while PE indirectly affected OS through its positive impact on user experience. Second, user experience had the greatest impact on student satisfaction, followed by PV and PE. This study is a theoretical supplement to future research on smart classroom environment in higher education, and can also provide reference for relevant government departments, universities and enterprises to build and manage smart classroom environment.

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Does a difference in the number of response categories change the results for ACSI in the mobile phone sector

Cited by 3 publications

References 0 publications

Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services

Customer Experience, Loyalty, and Churn in Bundled Telecommunications Services

A closer look at customer experience with bundle telecommunication services and its impacts on satisfaction and switching intention

A model for assessing student satisfaction with smart classroom environment in higher education

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