Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India

Chakraborty, Shibashish; Sengupta, Kalyan

doi:10.1016/j.iimb.2014.10.001

Cited by 36 publications

(21 citation statements)

References 95 publications

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“…In a similar study of price and customer satisfaction in Spainish telecom market, Consuegra et al (2007) concluded that price is important determinant of customer satisfaction. (Chakraborty & Sengupta, 2014) Hypothesis thus formulated can be tested for all the constituents of marketing mix, i.e., product, price, place, promotion, people, process and physical evidence. Hence, the following sub-hypotheses have been formulated:…”

Section: Review Of Literaturementioning

confidence: 99%

Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan

Verma

Singh

2017

IJCMS

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Section: Review Of Literaturementioning

confidence: 99%

Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan

Verma

Singh

2017

IJCMS

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“…When high quality services are provided to customers they contribute to developing a high repute for brand image which showed positive impact on customer satisfaction (Chao et al, 2015). Moreover, service quality and price flexibility impact customer satisfaction because in developing countries people are more price sensitive as compared with brand trust (Chakraborty & Sengupta, 2014). The work of Ha (2004) concluded that integrated marketing tools have extensive influence on customer loyalty with medicating role of service quality, store image and customer satisfaction.…”

Section: Brand Imagementioning

confidence: 99%

Designing a Customer Retention Framework for Telecommunication Sector

Khan

Majeed

Shabbir

2016

IMBR

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Telecommunication sector has grown over last decade while transforming behavioral intentions. New entrants are exploring these behavioral intentions to attract more customers. The aim of this study is to investigate the mediating effect of customer satisfaction in telecom industry on service quality, brand image and customer retention relationship. Furthermore, it identifies the key determinants of customer retention related to telecom service providers. A fully structured questionnaire survey was conducted to collect data from 310 mobile users. Non-probability sampling technique was adopted for data collection. Regression analysis and Sobel test technique were practiced to analyze the data. The result showed that customer satisfaction mediates the relationship between service quality, brand image and customer retention. Moreover, this study found that service quality, brand image and customer satisfaction are the strongest predictors of customer retention in telecom industry of Pakistan. Therefore, to gain customer loyalty, organizations should focus current-users and target-users by providing sterling service quality

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“…Previous study reported that satisfaction is the highest predictor of customer retention (Picon et al, 2013;Chuah et al, 2017) and price factor, brand image and customer care service are the main determinants of customer satisfaction (Gerpott et al, 2001;Deng et al, 2010;Chakraborty and Sengupta, 2014). The highest significant impact of brand image on customer satisfaction indicates that users of telecommunication in Bangladesh have high expectations in brand image.…”

Section: Discussion and Managerial Implicationsmentioning

confidence: 96%

“…Pricing is one of the leading factors affecting consumer satisfaction in every organization which forms the competitive advantages (Chakraborty and Sengupta, 2014). Mobile operating services are unique service and customers are willing to pay for this service only when they become satisfied.…”

Section: Price Fairnessmentioning

confidence: 99%

Customer Retention and Telecommunications Services in Bangladesh

Hossain

Chowdhury

Jahan

2017

International Journal of Asian Social Science

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Article HistoryThe telecommunication service in Bangladesh entered into a new transition period of its growth. The industry is moving its strategic focus on attracting new customer rather than retaining existing one through customer satisfaction strategy, referring as a fundamental marketing strategy during the past few decades. The study aims to explore the antecedents of customer satisfaction and retention behavior. Current study applies structural equation modeling via partial least squares with samples of 245 subscribers from 5 telecommunication service companies. The findings support the importance of customer satisfaction in building buyer-seller relationship, and reveal customer retention is the precursor of company's profit. The study's contribution to the literature is to scrutinize, empirically, the main antecedents of this endogenous variable in greater depth. Contribution/ Originality:This study documents the growing importance of customer behavioral intentions toward mobile telecommunications service industry in emerging country, thereby it provides useful insights concerning the potential benefits associated with using customer retention strategies.

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Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India

Cited by 36 publications

References 95 publications

Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan

Marketing Mix, Customer Satisfaction and Loyalty: An Empirical Study of Telecom Sector in Bhutan

Designing a Customer Retention Framework for Telecommunication Sector

Customer Retention and Telecommunications Services in Bangladesh

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