Service Quality in the Iranian Cellular Telecommunications Market

Sattari, Setayesh; Sangari, Esmail Salehi; Peighambari, Kaveh

doi:10.1007/978-3-319-10864-3_61

Cited by 4 publications

(5 citation statements)

References 4 publications

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“…Empathy equally had a positive and significant relationship with customer satisfaction and this outcome concurs with the findings by Shishavi (2006) and Sattari, Sangari and Peighambari (2007) on the impact of empathy on customer satisfaction. To mobile phone users, empathy necessitates placing customers over and above everything else during the course of staff interaction.…”

Section: Discussion Of Findingssupporting

confidence: 91%

Influence of service quality on consumers’ satisfaction with mobile telecommunication services in Nigeria

Olatokun

Ojo

2014

Information Development

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Using survey design, this study assessed customer satisfaction with mobile telecommunication services in Ibadan, a Nigerian municipality. A structured questionnaire, consisting of SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibility, was used to collect data. Convenience sampling technique was used to select 431 mobile telecommunication users to measure their satisfaction level. Collected data were analyzed using frequency and percentage distribution and Logistic Regression was used to determine if there existed any relationship between the SERVQUAL dimensions and customers’ satisfaction. Findings revealed Responsiveness, Assurance and Empathy to be significant in explaining customer satisfaction. The findings may further strengthen the position of the regulatory authorities in developing policies that will address customers’ satisfaction based on defined priorities. This study recommends that mobile operators should improve the quality of mobile services offered to customers in terms of responsiveness, assurance and empathy in order to achieve high level of customer satisfaction and brand loyalty.

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Section: Discussion Of Findingssupporting

confidence: 91%

Influence of service quality on consumers’ satisfaction with mobile telecommunication services in Nigeria

Olatokun

Ojo

2014

Information Development

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“…All organizations want to create and maintain a competitive advantage by offering superior service to their customers. Simply, firms must pay great attention towards investing a considerable amount of money and time for the provision of better quality services to their customers in order to survive and complete in the long run (Sattari et al, 2010).…”

Section: Alanazimentioning

confidence: 99%

Evaluating the Factors Affecting Users’ Satisfaction of the ABSHR E-Services System in the Kingdom of Saudi Arabia: تقييم العوامل المؤثرة على رضا مستخدمي نظام أبشر للخدمات الإلكترونية في المملكة العربية السعودية

Alanazi¹

2022

مجلة العلوم الإقتصادية و الإدارية و القانونية

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The main objective of this study is to evaluate the factors that affect users’ satisfaction of the ABSHR system in Saudi Arabia. An in-depth study was conducted by using qualitative and quantitative approaches. Two questionnaires were used in this study. The first questionnaire was used to evaluate the users’ satisfaction with ABSHR system with a sample of 676 respondents, who are the actual ABSHR system actual users. It was designed to elicit information about the relationship of the four dimensions that determine the attitudes toward ABSHR use, and it was found that benefits, cost, risk, and opportunity have a significant positive relationship with the users’ satisfaction. Generally, the results also showed that the degree of acceptance of the ABSHR system is at a good level. Benefits, cost, opportunity, and customer satisfaction are at a good level according to users’ responses. Whereas, risk factor is at an acceptance level. The demographic characteristics variance was conducted and it was found that there are no statistically significant differences except gender with risk and opportunity. The second questionnaire evaluated the ABSHR system of employees’ attitudes toward electronic systems by obtaining their opinions. Therefore, data were obtained from 51 respondents. The results showed that the relative advantage, complexity, compatibility, trialability, and observability have a significant positive relationship with the attitude toward electronic systems. The result also showed that the degree of acceptance, in general, of the ABSHR system is at a very good level with relative advantage, complexity, observability, and attitude toward electronic systems according to employees’ responses. Whereas, compatibility and triability factors are at an excellent level of acceptance. Employees’ demographic information was tested and found that education and experience have no statistically significant differences, while age and job title have statistically significant differences. The study recommended to keep the ABSHR e-services system always updated to improve the users’ satisfaction in addition, to providing new e-services and improving the existing ones.

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“…Sattari and colleagues state that the firm that needs to maintain a competitive edge over its rivals should come up with superior services to its customers. To survive and compete in the long run, the firm is required to focus on investing a substantial budget and time for the provision of improved quality services [48].…”

Section: Service Qualitymentioning

confidence: 99%

The Influence of Substituting Prices, Product Returns, and Service Quality on Repurchase Intention

et al. 2021

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The textile industry is production-intensive and incorporates diverse transactions made by multiple suppliers, corporate buyers, and supply chain members. In the business-to-business context, the cost for attracting a new customer is notably much higher than that needed to retain a present one. Customer loyalty in terms of customer repurchase intention has, therefore, been considered as a key determinant for textile companies to improve their efficiency and competitive advantage. This study aims to investigate the business-to-business repurchase intentions of Pakistan textile and clothing industry customers. The study framework specifically consolidates the mutual dynamics of appealing (service quality), facilitating (product returns), and averting (switching costs) factors altogether and the effect of these variables on customer satisfaction and thus on customer retention (repurchase intent) in the textile’s transactional scenario. A sample survey method is used for this study. The data collected through self-administered questionnaires (n = 325) from All Pakistan Textile Mills Association enlisted the employees of the companies. The structural equational modeling technique was applied to examine the study hypotheses. The findings contended that service quality and switching costs are essential determinants that shape the repurchase intentions. Therefore, product returns do not contribute toward customer satisfaction and also do not shape the intentions of business-to-business customers to repurchase from the same supplier after having even a good product return experience in past.

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Service Quality in the Iranian Cellular Telecommunications Market

Cited by 4 publications

References 4 publications

Influence of service quality on consumers’ satisfaction with mobile telecommunication services in Nigeria

Influence of service quality on consumers’ satisfaction with mobile telecommunication services in Nigeria

Evaluating the Factors Affecting Users’ Satisfaction of the ABSHR E-Services System in the Kingdom of Saudi Arabia: تقييم العوامل المؤثرة على رضا مستخدمي نظام أبشر للخدمات الإلكترونية في المملكة العربية السعودية

The Influence of Substituting Prices, Product Returns, and Service Quality on Repurchase Intention

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