Assessing the Competencies of Telecommunication Companies

The unit of analysis was the individual mobile phone service subscriber. Data were analyzed in two major stages, that is, through descriptive statistics and specific tests of hypothesis. Cross tabulation was used to analyze demographic variability of the respondents. Descriptive statistics including measures of central tendencies, measures of dispersion, frequencies and percentages were calculated to examine the respondents’ characteristics. These statistics showed the basic characteristics of research variables. The second stage of analysis focused on testing specific hypotheses of this study. To analyze qualitative data, content analysis was used following the suggestion by SPSS BOSS (2015). As noted by

Once a researcher gathers data, it is important for the researcher to comprehend reliability and validity concepts, understand the meaning of the data, utilize the appropriate data analysis tools, and ensure the study is generalizable and replicable (Leedy & Omrod, 2011; Nolan, Beran, & Hecker, 2012). Reliability indicates that the measurement will provide the same answer under different conditions (Nolan, Beran, & Hecker). If a measure is said to

This chapter explains the procedures that the researchers considered in conducting the study. It includes primarily the research design, sources of data, instrument used, data procedure, and the treatment of data to obtain the necessary information.

This chapter represents and describes the research design, research setting,sampling procedure,data gathering instruments and statistical treatments of data.

In today 's fast-paced mobile, global, and virtual business environment means that business leaders must change their approach to daily operational issues, new business opportunities, and local, regional, and global uncertainties. Telecom companies must gain a deep understanding of customer attitudes, behaviors and actions. This is essential to improving customer acquisition and retention.

This article attempts to prove that telecommunication business should be investing in to increase customer advocacy by building trust and satisfaction. The study utilizes 388 surveys to gather data enabling Yeh to evaluate six hypotheses. Hypothesis 1 Customer trust has a positive impact on perceived value. Hypothesis 2 Customer satisfaction has a positive impact on customer perceived value. Hypothesis 3 Customer advocacy has a positive impact on customer trust. Hypothesis 4 Customer Advocacy has a positive impact on customer satisfaction. Hypothesis 5 Customer empowerment has a positive impact on the firm’s customer advocacy. Hypothesis 6 Organizational innovation has a positive impact on the firm’s customer advocacy. (Yeh, 2013) Customer advocacy aims to build deeper customer relationships by earning new levels of trust and commitment and by developing mutual transparency, dialogue, and partnership with customers.(Yeh, 2013) This study tries to identify how the effects of consumer advocacy directly impacts the trust, satisfaction and perceived customer value.

According to Brucks (1995) , Brand Awareness has a positive effect on consumer’s knowledge about the brand and their overall perception about the brand. Hartline and Jones (1996) found that many factors within service encounters can establish perceived value, whereas perceptions of quality and value may help in determining organizational effectiveness. Kollmann (2000) opined that Price plays a vital role in telecommunication market especially for the mobile telecommunication service providers. According to Khan Shahzad (2012) in telecommunication services signal strength also have a profound effect on consumers perception about the service provider

Businesses thrive on communication and technology. Telecom must provide the best services to ensure that customers stay happy, this means better and faster service quality that are readily available.

Due to the intangibility of service quality, it is very difficult for a firm to know whether the consumers satisfy their service or not. Although it is difficult to measure service quality, it is still a development of a multiple-item scale for measuring service quality which is called SERVQUAL (Parasuraman et al. 1988). The SERVQUAL was developed originally based on the 10 potentially dimensions which revealed by Parasuraman et al. (1985) as access, courtesy, communication, tangibles, understanding/knowing the customer, responsiveness, reliability, security, competence, and credibility. But the final dimensions of the SERVQUAL are only five, tangibles, reliability, responsiveness, assurance, empathy (Parasuraman et al. 1988). As the five dimensions have some relationship with the difficult of measuring service quality. First one is the tangibles which include the physical facilities, equipment and appearance of personnel that will affect the service quality by the external environment. Reliability and the other three dimensions are all the internal effects which relate to the service producer him or herself. These four dimensions are more difficult to control than the external one which is tangibles. Both of the expectations of the consumer to the service and perceptions of the provider’s performance can be assessed by the SERVQUAL method (McAlexander

The purpose of this research is to understand the impact of the tight competition witnessed over the past few years has on mobile operators and their customers and how customers have reacted to this phenomenon. In my opinion the tight competition which has resulted in a price war between these mobile operators goes to the benefit of mobile customers who have been underserved for long.

This chapter covers the theory for the concepts of service quality and service excellence and lays a foundation for Chapter 3 - Literature Review. The chapter begins by reviewing the concept of service quality and the related concepts such as service quality expectation, service performance and service outcomes. Then the concept of customer satisfaction as an outcome of service delivery is discussed.

Customer satisfaction and brand loyalty are the most significant factors that influence the telecom industry. Customer satisfaction contributes in brand loyalty especially in mobile telecom sector. The study is conceptual in nature and secondary data is used to shape the paper. The main objective of this study is to find out the interrelationships and effect of customer satisfaction on brand loyalty. Findings suggest that there is high positive relationship between the concepts of customer service satisfaction and brand loyalty. Deep study of literatures has been done to reach at outcome of the study.

The British mobile phone market has grown considerably over the previous years and is regarded to be one of the largest mobile markets in Europe in terms of both the number of subscribers and the revenue of mobiles which exceeded £15.4 billion in 2008. With the rapid growth of the market and due to the high competition amongst the mobile networks in the UK, customer satisfaction is required to be considered by those companies in order to retain their customers satisfied and to increase their market shares. Therefore, the focus of this study is to measure customer satisfaction towards mobile phone service operators in the UK. The research approach which is adopted in this project is based on an extensive

Regarding to her career choice, it is important for the author to know the factors that affecting customer satisfaction and loyalty in order to provide better service quality for the customers. Also, this is for substantial development in her future career path. These are the

Date: Program: Course Authors Teacher Title Strategic question Purpose 2008-05-26 International Marketing Master Thesis International Marketing (EF0705) Parunya Vanasakul Ploychompoo Wankeao Supisra Arayaphong (830422) (850418) (831102) Tobias Eltebrandt The battle of DTAC in Thailand’s mobile phone operator market How can DTAC gain higher market share by focusing on customers in Bangkok? The purpose of this research is to investigate, analyze current competition between DTAC and other competitors with customer insight in order to find out the possibility for DTAC to gain more market share in Thai telecommunication market by focusing on customers in Bangkok area. Researchers apply ‘Business Strategy theory and Marketing mix for