Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers

• Main Authors: Pham, Thi Thanh Hong, Tran, Hai Van
• Format: Article
• Language: English
• Published: H. : ĐHQGHN 2019
• Subjects: Mobile service; Online survey; Service quality; Empirical study
• Online Access: http://repository.vnu.edu.vn/handle/VNU_123/63542; https://doi.org/10.25073/2588-1108/vnueab.4182
• Institution: Vietnam National University, Hanoi

This study explores the factors influencing the quality of telecommunication services in Hanoi and Ho Chi Minh City. By conducting an online survey of 413 office workers, the results indicate that among the five components of the perceived quality of telecommunications services, reliability, assurance, and empathy are Key factors affecting consumer satisfaction in Hanoi and Ho Chi Minh City. The findings of this research help mobile service providers to understand how consumers perceive the quality of mobile services. Thus, mobile service providers would effectively design marketing strategy to improve customer loyalty as well as enter new markets.