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Customer Satisfaction for Cellular Phones in Pakistan: A Case Study of Mobilink

Author

Listed:
  • Hafeez, Shakir

    (COMSATS Institute of Information Technology)

  • Hasnu, SAF

    (COMSATS Institute of Information Technology)

Abstract

Customer satisfaction is a crucial element for the success of all businesses. One of the biggest challenges for a market is how to satisfy and retain the customers. The purpose of this study is to find the level of satisfaction and loyalty among the users of cellular phones. This study is based on Mobilink’s prepaid customers. The findings suggest that overall customer satisfaction and customer loyalty is comparatively low among the customers of Mobilink. The Customer loyalty in Pakistan’s mobile sector is relatively low because it is an emerging industry, new players are entering in this market and customers are more fascinated to try the new service providers. However it is expected that when the industry will be well established, the results will be more comparable to other studies.

Suggested Citation

  • Hafeez, Shakir & Hasnu, SAF, 2010. "Customer Satisfaction for Cellular Phones in Pakistan: A Case Study of Mobilink," Business and Economics Research Journal, Uludag University, Faculty of Economics and Administrative Sciences, vol. 1(3), pages 1-35, July.
    • Handle: RePEc:ris:buecrj:0011
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    Citations

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    Cited by:

    1. K, Keerthi & J, Swaminathan & R, Renukadevi & K, Bharathipriya, 2017. "Service quality in Indian telecom sector - A regression model study," MPRA Paper 79912, University Library of Munich, Germany, revised Mar 2017.
    2. Ahmad Sohail Khan & Saima Majeed & Rizwan Shabbir, 2016. "Designing a Customer Retention Framework for Telecommunication Sector," Information Management and Business Review, AMH International, vol. 8(5), pages 48-60.
    3. 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.

    More about this item

    Keywords

    Customer satisfaction; Customer loyalty; Mobile telecommunication; Regression model; Drivers of customer satisfaction; Pakistan;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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