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Satisfaction with mobile services in Canada: An empirical investigation

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  • Turel, Ofir
  • Serenko, Alexander

Abstract

While customer satisfaction and loyalty regarding most physical goods and services have been well explored in academic literature, there exists little research on these factors with respect to mobile telecommunications services. Nevertheless, standardized satisfaction measures are suggested to be useful for various telecom-industry stakeholders. However, such a global standard measure of satisfaction with mobile services does not exist. This study taps into these voids and examines the antecedents of customer satisfaction and loyalty through an empirical investigation of 210 young adult cellular subscribers in Canada by adapting the American Customer Satisfaction Model. Based on this model, the satisfaction index of young adult Canadians was calculated. Overall, this study offers insights for service providers, policymakers and subscribers; and forms the foundation for future benchmarking of the performance of wireless network operators in terms of user satisfaction and loyalty.

Suggested Citation

  • Turel, Ofir & Serenko, Alexander, 0. "Satisfaction with mobile services in Canada: An empirical investigation," Telecommunications Policy, Elsevier, vol. 30(5-6), pages 314-331, June.
    • Handle: RePEc:eee:telpol:v:30:y::i:5-6:p:314-331
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    Citations

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    Cited by:

    1. Rahul, T. & Majhi, R., 2014. "An adaptive nonlinear approach for estimation of consumer satisfaction and loyalty in mobile phone sector of India," Journal of Retailing and Consumer Services, Elsevier, vol. 21(4), pages 570-580.
    2. Deng, Zhaohua & Lu, Yaobin & Wei, Kwok Kee & Zhang, Jinlong, 2010. "Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China," International Journal of Information Management, Elsevier, vol. 30(4), pages 289-300.
    3. Ruiz Díaz, Gonzalo, 2017. "The influence of satisfaction on customer retention in mobile phone market," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 75-85.
    4. Lily Suhaily & Yasintha Soelasih, 2017. "What Effects Repurchase Intention of Online Shopping," International Business Research, Canadian Center of Science and Education, vol. 10(12), pages 113-122, December.
    5. Chang, Chiao-Chen, 2015. "Exploring mobile application customer loyalty: The moderating effect of use contexts," Telecommunications Policy, Elsevier, vol. 39(8), pages 678-690.
    6. Wajeeha Aslam & Imtiaz Arif & Kashif Farhat & Marium Khursheed, 2018. "The Role of Customer Trust, Service Quality and Value Dimensions in Determining Satisfaction and Loyalty: An Empirical Study of Mobile Telecommunication Industry in Pakistan," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 177-194.
    7. KwabenaAdjei & Richard Denanyoh, 2014. "Determinants of Customer Loyalty among Mobile Telecom Subscribers in the Brong Ahafo Region of Ghana," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 4(1), pages 82-95, January.
    8. Thomas Cadet & Sophie Larribeau & Thierry Pénard, 2012. "Network effects, Customer Satisfaction and Recommendation on the Mobile Phone Market," Economics Working Paper Archive (University of Rennes & University of Caen) 201242, Center for Research in Economics and Management (CREM), University of Rennes, University of Caen and CNRS.
    9. Gijón, Covadonga & Garín-Muñoz, Teresa & Pérez-Amaral, Teodosio & López-Zorzano, Rafael, 2013. "Satisfaction of individual mobile phone users in Spain," Telecommunications Policy, Elsevier, vol. 37(10), pages 940-954.
    10. Suárez, David & García-Mariñoso, Begoña & Santos, Iván, 2016. "Satisfaction of business customers with mobile phone and internet services in Spain," Telecommunications Policy, Elsevier, vol. 40(1), pages 52-61.
    11. KwabenaAdjei & Richard Denanyoh, 2014. "Determinants of Customer Loyalty among Mobile Telecom Subscribers in the Brong Ahafo Region of Ghana," International Journal of Business and Social Research, LAR Center Press, vol. 4(1), pages 82-95, January.
    12. Muhammad Irfan & Mohammad Farid Shamsudin & Noor Hadi, 2016. "How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(6), pages 1-57, May.
    13. Evangelos Mourelatos & Manolis Tzagarakis, 2018. "An investigation of factors affecting the visits of online crowdsourcing and labor platforms," Netnomics, Springer, vol. 19(3), pages 95-130, December.
    14. Ayman N. Alkhaldi & Ahmed Al-Sa’di, 2018. "Gender Differences in User Satisfaction of Mobile Touch Screen Interfaces: University Students’ Service Sites," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 15(06), pages 1-21, December.
    15. Noor Ul Hadi & Nadia Aslam & Amir Gulzar, 2019. "Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry," Sustainability, MDPI, vol. 11(8), pages 1-17, April.
    16. Anyanwu Hilary Chinedu & Sharifah Azizah Haron & Syuhaily Osman & Hilary Faith Hayatu, 2021. "Dissatisfaction and Profile of Dissatisfied Consumers: A Case Study of Mobile Telecommunication Network Consumers in Nigeria," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(5), pages 155-155, July.
    17. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.
    18. Wen-Tsung Wu & Chie-Bein Chen & Chiao-Chen Chang, 2016. "Examining Paid Mobile Application Customer Loyalty: The Moderating Effect of Switching Costs," Business and Economic Research, Macrothink Institute, vol. 6(2), pages 100-117, December.
    19. Toni Lupo & Seyyed Ali Delbari, 2018. "A knowledge-based exploratory framework to study quality of Italian mobile telecommunication services," Telecommunication Systems: Modelling, Analysis, Design and Management, Springer, vol. 68(1), pages 129-144, May.
    20. Nabaz T. Khayyat & Almas Heshmati, 2012. "Determinants of Mobile Telecommunication Adoption in the Kurdistan Region of Iraq," TEMEP Discussion Papers 201289, Seoul National University; Technology Management, Economics, and Policy Program (TEMEP), revised Sep 2012.
    21. Hasan Emin GÜRLER & Ramazan ERTURGUT, 2019. "Hizmet Kalitesi ile Algılanan Değer Arasındaki İlişkide Kuşağın Moderatör Etkisi: Havayolu Endüstrisinde X ve Y Kuşağı Üzerine Bir Araştırma," Istanbul Business Research, Istanbul University Business School, vol. 48(2), pages 335-365, November.
    22. Liu, Chung-Tzer & Guo, Yi Maggie & Lee, Chia-Hui, 2011. "The effects of relationship quality and switching barriers on customer loyalty," International Journal of Information Management, Elsevier, vol. 31(1), pages 71-79.

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