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

被引：15
作者：
Chakraborty, Shibashish [1 ]
Sengupta, Kalyan [2 ]
机构：
[1] Indian Inst Management Ranchi, Mkt Management, Suchna Bhawan,Audrey House Campus, Ranchi, Bihar, India
[2] Indian Inst Social Welf & Business Management, Comp Dept, Kolkata, India
来源：
IIMB MANAGEMENT REVIEW | 2014年 / 26卷 / 04期
关键词：
Customer satisfaction; Flexibility; Price; Perceived service quality; Perceived value; Mobile network providers;
D O I：
10.1016/j.iimb.2014.10.001
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
The Indian market of mobile network providers is growing rapidly. India is the second largest market of mobile network providers in the world and there is intense competition among existing players. In such a competitive market, customer satisfaction becomes a key issue. The objective of this paper is to develop a customer satisfaction model of mobile network providers in Kolkata. The results indicate that generic requirements (an aggregation of output quality and perceived value), flexibility, and price are the determinants of customer satisfaction. This study offers insights for mobile network providers to understand the determinants of customer satisfaction. (C) 2014 Indian Institute of Management Bangalore. Production and hosting by Elsevier Ltd. All rights reserved.
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收藏
页码：234 / 248
页数：15
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