Work

Customer Satisfaction With Indian Mobile Services

Year: 2009

Type: preprint

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.

Source: SSRN Electronic Journal

Author: M.S. Balaji

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2269540312

Cites: 11

Cited by: 35

Related to: 10