Customer satisfaction factors towards mobile network services

Abstract

The Malaysian mobile telecommunication services market has experienced a tremendous growth over the last few years. Competition among existing players has also intensified as companies are increasingly focusing on retaining existing and new customers. This study investigated factors that could become the customer satisfaction index in determining the customer needs and expectation towards mobile network service operators or providers in Malaysia. Service quality, billing and price, network connectivity, customer services and delighting promotion are the major dimensions or factors of customer satisfaction. A structured questionnaire was utilized to collect the data from 163 customers by simple random sampling technique. The statistical analyses were made in giving an idea to the mobile service providers to focus on maintaining and enhancing the services in customer satisfaction, repurchase intention and recommendation of services to others. Thus, the finding of this study could help the telecommunication companies in improving the quality of their services for better and greater customer satisfaction in developing new strategies and as a bench-marking to them.