The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic.
The subject of this paper is modeling customer satisfaction in the mobile telecommunication industry following the Covid-19 pandemic. Based on standard customer satisfaction models, a specialized model tailored for the mobile telecommunication industry has been developed to account for its unique ch...
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| Format: | Article |
| Language: | English |
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Public Library of Science (PLoS)
2025-01-01
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| Series: | PLoS ONE |
| Online Access: | https://doi.org/10.1371/journal.pone.0317093 |
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| _version_ | 1832540214326722560 |
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| author | Petr Suchanek Natalia Bucicova |
| author_facet | Petr Suchanek Natalia Bucicova |
| author_sort | Petr Suchanek |
| collection | DOAJ |
| description | The subject of this paper is modeling customer satisfaction in the mobile telecommunication industry following the Covid-19 pandemic. Based on standard customer satisfaction models, a specialized model tailored for the mobile telecommunication industry has been developed to account for its unique characteristics, including market concentration. This model was created within the Slovakian context using the Structural Equation Modelling method. The respondents were customers of all mobile operators in this market. The model revealed a positive relationship between image and perceived service quality and a negative relationship between customer expectations and perceived service value. However, it was not possible to demonstrate a relationship between image and customer loyalty or between customer expectations and customer satisfaction. Therefore, it seems that the factors influencing customer satisfaction in the telecommunications sector of an emerging EU economy differ from those in other sectors and economies in the post-Covid-19 context. |
| format | Article |
| id | doaj-art-d7aac8f88ba649a79390942f769c3439 |
| institution | Kabale University |
| issn | 1932-6203 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | Public Library of Science (PLoS) |
| record_format | Article |
| series | PLoS ONE |
| spelling | doaj-art-d7aac8f88ba649a79390942f769c34392025-02-05T05:32:04ZengPublic Library of Science (PLoS)PLoS ONE1932-62032025-01-01201e031709310.1371/journal.pone.0317093The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic.Petr SuchanekNatalia BucicovaThe subject of this paper is modeling customer satisfaction in the mobile telecommunication industry following the Covid-19 pandemic. Based on standard customer satisfaction models, a specialized model tailored for the mobile telecommunication industry has been developed to account for its unique characteristics, including market concentration. This model was created within the Slovakian context using the Structural Equation Modelling method. The respondents were customers of all mobile operators in this market. The model revealed a positive relationship between image and perceived service quality and a negative relationship between customer expectations and perceived service value. However, it was not possible to demonstrate a relationship between image and customer loyalty or between customer expectations and customer satisfaction. Therefore, it seems that the factors influencing customer satisfaction in the telecommunications sector of an emerging EU economy differ from those in other sectors and economies in the post-Covid-19 context.https://doi.org/10.1371/journal.pone.0317093 |
| spellingShingle | Petr Suchanek Natalia Bucicova The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic. PLoS ONE |
| title | The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic. |
| title_full | The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic. |
| title_fullStr | The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic. |
| title_full_unstemmed | The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic. |
| title_short | The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic. |
| title_sort | customer satisfaction model in the mobile telecommunications sector after covid 19 pandemic |
| url | https://doi.org/10.1371/journal.pone.0317093 |
| work_keys_str_mv | AT petrsuchanek thecustomersatisfactionmodelinthemobiletelecommunicationssectoraftercovid19pandemic AT nataliabucicova thecustomersatisfactionmodelinthemobiletelecommunicationssectoraftercovid19pandemic AT petrsuchanek customersatisfactionmodelinthemobiletelecommunicationssectoraftercovid19pandemic AT nataliabucicova customersatisfactionmodelinthemobiletelecommunicationssectoraftercovid19pandemic |