Factors Affecting Customer Satisfaction in 3G Service
Keywords:
Perceived value, perceived quality, customer expectation, corporate image, customer satisfaction.Abstract
3G is the source of high-speed transfer of both voice and data. Thus with the customer satisfaction label it is important to understand the interplay of factors involved in the affect on customer satisfaction in Bangladeshi mobile phone service companies. Therefore this study examined the relationship between perceived value, perceived quality, customer expectation and corporate image with customer satisfaction. The results obtained from 360 students of university selected by convenient sampling method were analyzed with SPSS software program. The study found that perceived value, perceived quality, customer expectation and corporate image have a significant positive influence on customer satisfaction.
References
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[32] L. Sendecka, and H. Nysveen "Adoption of mobile services Moderating effects of service’s information intensity". M.A.thesis, NORGES HANDELSHØYSKOLE, Bergen, 2006.
[33] G. S. Sureshchanndra, C. Rajendran, and R. N. Anantharaman. "The relationship between service quality and customer satisfaction - a factor specific approach". Journal of Service Marketing, Vol.16, Issue no.4, pp. 363- 379, 2003.
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[37] Langley et al. "Creating Logistics Customer Value". Journal of Business Logistics, Vol. 13, Issue No. 2, pp. 1-27, 1992.
[38] N. Nabi. "Customer Expectations of Service Quality: A Study on Private Banks of Bangladesh".World Review of Business Research, Vol. 2, Issue no 4, pp. 172 – 186, 2012 .
[39] V.A. Zeithaml, M.J. Bitner, and D.D. Gremler. Services marketing: integrating customer focus across the firm . Singapore: McGraw-Hill, 2006, pp.117.
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[43] L.K. Chan , Y. V. Hui , H.P. LO, Siu K. Tse, G. K. F. Tso, and M.L. Wo."Consumer satisfaction index: new practice and findings ".European Journal of Marketing , Vol. 37, Issue no. 5/6, 2003.
[44] Bei Lien-Ti and Chiao Yu-Ching. "An Integrated Model For The Effects Of Perceived Product, Perceived Service Quality, and Perceived Price Fairness On Consumer Satisfaction And Loyalty". Journal Of Consumer Satisfaction , Vol.14, 2001.
[45] Samaan A. "The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfaction". International Journal of Business and Management Invention, Vol. 3, Issue no. 8, 2014.
[46] D. Bouchet. “What is "Corporate Image" and "Corporate Identity" and why do people talk so much about it? " Internet: www.busieco.ou.dk/~dom/priv/Research/CorporateIdentity.pdf
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Available:http://www.helium.com/items/1841732-benefits-of-corporate-societal-marketing-csm
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Institutions: an Exploratory Investigation". International Journal of Bank Marketing, Vol. 3, pp. 12-17,
1995.
[52] R. Worcester."Reflections on Corporate Reputations". Management Decision, Vol. 4, pp. 573- 589, 2009.
[53] J. Meehan, K. Meehan, and A. Richards. "Corporate Social Responsibility: the 3C – SR Model". International Journal of Social Economics, Issue no. (5/ 6), pp. 386-398, 2006.
[54] C. Flavian, M. Guinaliu, and E. Torres. "The Influence of Corporate Image on Consumer Trust". Journal of Internet Research, Issue no. 4, pp. 447-470, 2005.
[55] R. Abratt, and Th. N. Mofokeng. "Development and management of corporate image in South Africa". European Journal of Marketing, Vol. 35, Issue no. (3/4) , pp. 368-386, 2000.
[56] J. P. Teng Fatt, M. Wei, S.Yuen, and W. Suan. "Enhancing Corporate Image in Organizations". Management Research News, Vol. 23, Issue no. ( 5/6), pp. 28-54, 2000.
[57] H. Stuart. " Exploring the corporate identity/corporate image interface: An empirical study of accountancy firms". Journal of Communication Management, Vol. 4, pp. 357-373, 1997.
[58] P. Doyle, and P. Stern. Marketing Management and Strategy. Fourth edition. Harlow: Prentice Hall ,2006.
[59] Allison E. Hart & Philip J. Rosenberger III . "The Effect of Corporate Image in the Formation of Customer Loyalty: An Australian Replication". Australasian Marketing Journal, Vol. 12, Issue no. 3, pp. 90-96, 2004.
[60] E. M. Abd-El-Salam, A.Y. Shawky and T. El-Nahas. "The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company ". The Business & Management Review, Vol. 3, Issue no. 2, 2013.
[61] T. Andreassen, and B. Lindestad."Customer loyalty and complex services". International Journal of Service Industry Management, Vol. 9, Issue no. 1, pp. 7-23, 1998.
[62] H. F. Kaiser, and J. Rice "Little jiffy, mark IV." Educational and psychological measurement, Vol. 34, Issue no.1, pp. 111-117, 1974.
[2] J. Mei and J. Wei. "Study on the Impact of 3G’s Development on Internet Public Opinion". The International Journal of Communications in Information Science and Management Engineering, Vol. 2, pp. 33-37, 2012.
[3] D. Garg and A. K. Garg. "An Assessment of Awareness, Usage Pattern and Adoption of 3G Mobile Services in Botswana". International Journal of Computer Theory and Engineering, Vol. 3, Issue no. 4, 2011.
[4] M. Minges.(2003). "TMG Telecom and ITU World Telecommunications Database Statistics".
[5] G. J. Kim et al. "The Implementation of Smart Home System Based on 3G and ZigBee in Wireless Network Systems". International Journal of Smart Home, Vol. 7, Issue no. 3, 2013.
[6] Q. Zhang and Y. Chen. "Design of Wireless Intelligent Video Surveillance System Based on 3G Network". TELKOMNIKA Indonesian Journal of Electrical Engineering, Vol. 12, Issue no 1, 2014.
Available: http://iaesjournal.com/online/index.php/TELKOMNIKA/issue/view/169.
[7] H.A Nasser, S.B.M. Salleh, and H.M. Gelaidan. "Factors affecting customer satisfaction of mobiles services in Yemen". American Journal of Economics, Vol. 2, Issue no. 7, pp. 171-184, 2012.
[8] F.F. Reichheld, and W.E. Sassar Jr. "Zero Defections: Quality Comes to Services". Harvard Business Review, pp. 105-11, 1990.
[9] D. Henkel et al. "The Impact of Emerging WLANs on Incumbent Cellular Service Providers in the US". M.A. thesis, University of Colorado, Boulder , 2002.
[10] C. Fornell. "A national customer satisfaction barometer: the Swedish experience."The Journal of Marketing, pp. 6-21, 1992.
[11] T. O. Jones, and S. W. Ear. "Why satisfied customer defects?". Harvard Business Review, pp.88-99, 1995.
[12] R. Oliver. "Cognitive, affective, and attribute bases of the satisfaction response". Journal of Consumer Research, Vol. 20, Issue no. 3, pp. 418, 1993.
[13] G. A. Churchill, JR., C. Surprenant. "An investigation into the determinants of customer satisfaction". Journal of Marketing Research, Vol. 19, Issue no. 4, pp. 491-504, 1982.
[14] Y. Youjae. "A Critical Review of Consumer Satisfaction". Review of Marketing, Vol. 4, pp. 68-123, 1990.
[15] E. W. Anderson and Mary W. Sullivan. "The antecedents and consequences of customer satisfaction for firms". Journal of Marketing Science, Vol. 12, Issue no. 2, pp. 125-43,1993.
[16] R. E. Anderson and S. S. Srinivasan . "E-satisfaction and e-loyalty: a contingency framework" Journal of psychology and Marketing, Vol. 20, Issue no. 2, pp. 123-138, 2003.
[17] G. D. Hutcheson & L. Moutinho. "Measuring preferred store satisfaction using consumer choice criteria as a mediating factor". Journal of marketing Management, Vol. 5, Issue no. 7, pp. 705-720, 1998.
[18] A. Parasuraman, Valarie A., Zeithaml and Leonard L. Berry. "A conceptual model of service quality and its implications for future research". Journal of Marketing, Vol. 49, Issue no. 4, pp. 41-50, 1985.
[19] A. Parasuraman, Valarie A., Zeithaml and Leonard L. Berry. "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality". Journal of Retailing, Vol. 64, Issue no. 1, pp. 12-40, 1988.
[20] M.R. Kabir, M.M.D. Alam, and Z. Alam. "Factors determining the Customer Satisfaction & Loyalty: A Study of Mobile Telecommunication Industry in Bangladesh". ASA University Review, Vol. 3, Issue no. 2, 2009.
[21] C. Choi , C. Kim, N. Sung,and Y. Park. "Evaluating the quality of service in mobile business based on fuzzy set theory", in Fourth International Conference on Fuzzy Systems and Knowledge Discovery, Haiku,China, 2007, pp. 483-487.
[22] S.L. Jarvenpaa, and K. R. Lang. "Managing the paradoxes of mobile technology". Journal of Information Systems Management, Vol. 22, Issue no. 4, pp. 7-23, 2005.
[23] D. D. Gremler et al. "Generating positive word?of?mouth communication through customer?employee relationships". International Journal of Service Industry Management, Vol. 12, Issue no. 1, pp. 44 – 59, 2001.
[24] M.C.H. Yeung and C.T. Ennew. " Measuring The impact of Customer Satisfaction on Profitability: A Sectoral Analysis". Journal of Targeting, Measurement and Analysis for Marketing, Vol. 10, pp.106-116, 2001.
[25] Oliver Richard, L. Satisfaction: A behavioral perspective on the consumer. New York , NY: Irwin McGraw- Hill,1997.
[26] Qualcomm, (2009). " Economic Benefits of 3G for Different Countries Worldwide".
[27] S. K. Jena. "Customer satisfaction and brand loyalty in cellular services: A study on users of mobile phone". An International business research journal, Vol. 1, Issue No. 1, 2012.
[28] K.G Raja, U.Sharma and R. Shashikala. "Measuring customer satisfaction among mobile Handset End users : AN Empirical Study". The Icfaian Journal of Management Research, pp. 31- 39 2006.
[29] G. Taneja and N. Kaushik "Customer’s perception towards mobile service providers: An analytical study". Journal of Services Marketing. Vol. 5, Issue No. 3, pp. 39-52, 2007.
[30] Seth et al."Managing customer perceived service quality for cellular mobile telephony: An empirical investigation". Vikalpa: The Journal for Decision Makers, Vol.33, Issue No.1, pp. 19-34, 2008.
[31] G. Backlund, and M . Holmqvist "Exceeding customer expectations: an online and offline perspective." M.A.thesis, Luleå University of Technology, Sweden, 2006.
[32] L. Sendecka, and H. Nysveen "Adoption of mobile services Moderating effects of service’s information intensity". M.A.thesis, NORGES HANDELSHØYSKOLE, Bergen, 2006.
[33] G. S. Sureshchanndra, C. Rajendran, and R. N. Anantharaman. "The relationship between service quality and customer satisfaction - a factor specific approach". Journal of Service Marketing, Vol.16, Issue no.4, pp. 363- 379, 2003.
[34] A. Serkan, Ö. Göekhan, and A. Öemer. "Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market". Journal for Marketing Intelligence and Planning, Vol. 23, Issue no.1, pp. 89-103, 2005.
[35] B. R. Lewis. "Quality in the service sector: a review". International Journal of Bank Marketing, Vol.7, Issue no. 5, pp. 4-12, 1989.
[36] K. Heinonen. "Reconceptualizing customer perceived value: the value of time and place". An international Journal of Managing Service Quality. Vol. 14 Issue no. 2/3, pp. 205 – 215, 2004.
[37] Langley et al. "Creating Logistics Customer Value". Journal of Business Logistics, Vol. 13, Issue No. 2, pp. 1-27, 1992.
[38] N. Nabi. "Customer Expectations of Service Quality: A Study on Private Banks of Bangladesh".World Review of Business Research, Vol. 2, Issue no 4, pp. 172 – 186, 2012 .
[39] V.A. Zeithaml, M.J. Bitner, and D.D. Gremler. Services marketing: integrating customer focus across the firm . Singapore: McGraw-Hill, 2006, pp.117.
[40] W.H. Davidow, and B. Uttal. "Service Companies: Focus or Falter". Harvard Business Review, pp. 77-85, 1989.
[41] V. A Zeithaml, A Parasuraman, and L. L Berry, "Delivering quality service: Balancing customer perceptions and expectations". New York :The Free Press, NY,1990.
[42] C. Fornell, M. Johnson, et al. "The American customer satisfaction index: nature, purpose, and findings". The Journal of Marketing, Vol. 60, pp. 7-18, 1996.
[43] L.K. Chan , Y. V. Hui , H.P. LO, Siu K. Tse, G. K. F. Tso, and M.L. Wo."Consumer satisfaction index: new practice and findings ".European Journal of Marketing , Vol. 37, Issue no. 5/6, 2003.
[44] Bei Lien-Ti and Chiao Yu-Ching. "An Integrated Model For The Effects Of Perceived Product, Perceived Service Quality, and Perceived Price Fairness On Consumer Satisfaction And Loyalty". Journal Of Consumer Satisfaction , Vol.14, 2001.
[45] Samaan A. "The Effects of Customer Expectation and Perceived Service Quality on Customer Satisfaction". International Journal of Business and Management Invention, Vol. 3, Issue no. 8, 2014.
[46] D. Bouchet. “What is "Corporate Image" and "Corporate Identity" and why do people talk so much about it? " Internet: www.busieco.ou.dk/~dom/priv/Research/CorporateIdentity.pdf
[47] A. A. Maruf Lagos . " Corporate social responsibility and Corporate image". Transnational Journal of Science and Technology, Vol. 3, Issue no. 8, 2013.
[48] K. E. Clow and D. Baack . "Integrated Advertising, Promotion, and Marketing Communications" In Corporate image & Brand management, 3rd ed, Pearson Education, Inc., Prentice Hall, 2007.
[49] I. Lizarraga. (2010). "Benefits of Corporate Societal Marketing".
Available:http://www.helium.com/items/1841732-benefits-of-corporate-societal-marketing-csm
[50] J. M. Pina, E.Martinez, L. De Chernatony, and S. Drury. "The Effect of Service Brand Extensions on Corporate Image, An Empirical Model". European Journal of Marketing, Vol. 1, Issue no. 2, pp. 174- 197, 2006.
[51] C. H. Van Heerden, and G. Puth. " Factors that determine the Corporate Image of South African Banking
Institutions: an Exploratory Investigation". International Journal of Bank Marketing, Vol. 3, pp. 12-17,
1995.
[52] R. Worcester."Reflections on Corporate Reputations". Management Decision, Vol. 4, pp. 573- 589, 2009.
[53] J. Meehan, K. Meehan, and A. Richards. "Corporate Social Responsibility: the 3C – SR Model". International Journal of Social Economics, Issue no. (5/ 6), pp. 386-398, 2006.
[54] C. Flavian, M. Guinaliu, and E. Torres. "The Influence of Corporate Image on Consumer Trust". Journal of Internet Research, Issue no. 4, pp. 447-470, 2005.
[55] R. Abratt, and Th. N. Mofokeng. "Development and management of corporate image in South Africa". European Journal of Marketing, Vol. 35, Issue no. (3/4) , pp. 368-386, 2000.
[56] J. P. Teng Fatt, M. Wei, S.Yuen, and W. Suan. "Enhancing Corporate Image in Organizations". Management Research News, Vol. 23, Issue no. ( 5/6), pp. 28-54, 2000.
[57] H. Stuart. " Exploring the corporate identity/corporate image interface: An empirical study of accountancy firms". Journal of Communication Management, Vol. 4, pp. 357-373, 1997.
[58] P. Doyle, and P. Stern. Marketing Management and Strategy. Fourth edition. Harlow: Prentice Hall ,2006.
[59] Allison E. Hart & Philip J. Rosenberger III . "The Effect of Corporate Image in the Formation of Customer Loyalty: An Australian Replication". Australasian Marketing Journal, Vol. 12, Issue no. 3, pp. 90-96, 2004.
[60] E. M. Abd-El-Salam, A.Y. Shawky and T. El-Nahas. "The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company ". The Business & Management Review, Vol. 3, Issue no. 2, 2013.
[61] T. Andreassen, and B. Lindestad."Customer loyalty and complex services". International Journal of Service Industry Management, Vol. 9, Issue no. 1, pp. 7-23, 1998.
[62] H. F. Kaiser, and J. Rice "Little jiffy, mark IV." Educational and psychological measurement, Vol. 34, Issue no.1, pp. 111-117, 1974.
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2015-12-11
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Islam, T., Rahman, S., & Nahar, N. (2015). Factors Affecting Customer Satisfaction in 3G Service. American Scientific Research Journal for Engineering, Technology, and Sciences, 14(3), 202–217. Retrieved from https://asrjetsjournal.org/index.php/American_Scientific_Journal/article/view/1186
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