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Determinants of Mobile Phone Customer Satisfaction in the Kurdistan Region of Iraq

Author

Listed:
  • Nabaz T. Khayyat

    (College of Engineering, Seoul National University)

  • Almas Heshmati

    (College of Economics, Sogang University)

Abstract

This study examines the customer satisfaction of telecomm-unication service in the Kurdistan region of Iraq. The purpose is to identify the key factors determining the customer satisfaction of telecommunication service. A conceptual model is specified and a number of hypotheses tested with a sample of 1,458 Kurdish mobile phone users in 2010. Discrete choice methodology is used to test three models of user satisfaction: Binomial logit model for overall satisfaction, and multinomial logit model for brand use and for handset preferred features. Overall the findings show that the Kurdish customers are generally satisfied with purchased mobile telecomm-unication service. The findings have implications for competition in the market and flows of investment resources to targeted market segments with potential expansion.

Suggested Citation

  • Nabaz T. Khayyat & Almas Heshmati, 2012. "Determinants of Mobile Phone Customer Satisfaction in the Kurdistan Region of Iraq," TEMEP Discussion Papers 201290, Seoul National University; Technology Management, Economics, and Policy Program (TEMEP), revised Sep 2012.
    • Handle: RePEc:snv:dp2009:201290
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    File URL: http://temep-repec.my-groups.de/DP-90.pdf
    File Function: First version, 2012
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    Citations

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    Cited by:

    1. 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.
    2. 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.

    More about this item

    Keywords

    Logit model; Mobile Telecommunication; Customer Satisfaction; Service Providers; Kurdistan Region; Iraq.;
    All these keywords.

    JEL classification:

    • C25 - Mathematical and Quantitative Methods - - Single Equation Models; Single Variables - - - Discrete Regression and Qualitative Choice Models; Discrete Regressors; Proportions; Probabilities
    • C51 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Construction and Estimation
    • C81 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Methodology for Collecting, Estimating, and Organizing Microeconomic Data; Data Access
    • L96 - Industrial Organization - - Industry Studies: Transportation and Utilities - - - Telecommunications
    • N35 - Economic History - - Labor and Consumers, Demography, Education, Health, Welfare, Income, Wealth, Religion, and Philanthropy - - - Asia including Middle East

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