CUSTOMER SATISFACTION WITH INDIAN MOBILE SERVICES

Makam S. Balaji

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

Abstract

This study investigates the antecedents of customer satisfaction with Indian mobiles services. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, quality, value, satisfaction and loyalty. The responses were collected using a structured questionnaire from 199 post-paid mobile subscribers in a major city in India. The results from structural equation modeling show that perceived quality is an important predictor to customer satisfaction, which ultimately results in trust, price tolerance and customer loyalty. The findings provide valuable managerial insights for managing customer satisfaction and loyalty.

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References

1994Determinants of Long-Term Orientation in Buyer-Seller Relationships 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 1998Customer Satisfaction and Word of Mouth 2000Customer satisfaction with services: putting perceived value into the equation 1997Customer Satisfaction, Productivity, and Profitability: Differences Between Goods and Services 2004Customer Satisfaction and Shareholder Value 2000Customer loyalty in the hotel industry: the role of customer satisfaction and image 2000Personal characteristics as moderators of the relationship between customer satisfaction and loyalty?an empirical analysis

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