Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers
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, assuran...
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H. : ĐHQGHN
2019
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oai:112.137.131.14:VNU_123-635422019-01-11T02:24:46Z Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers Pham, Thi Thanh Hong Tran, Hai Van Mobile service Online survey Service quality Empirical study 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. 2019-01-11T02:24:46Z 2019-01-11T02:24:46Z 2018 Article Pham, T. T. H., Tran, H. V. (2018). Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers. VNU Journal of Science: Economics and Business, Vol. 34, No. 5E (2018) 1-18 2588-1108 http://repository.vnu.edu.vn/handle/VNU_123/63542 https://doi.org/10.25073/2588-1108/vnueab.4182 en VNU Journal of Science: Economics and Business; application/pdf H. : ĐHQGHN |
| institution |
Vietnam National University, Hanoi |
| building |
VNU Library & Information Center |
| country |
Vietnam |
| collection |
VNU Digital Repository |
| language |
English |
| topic |
Mobile service Online survey Service quality Empirical study |
| spellingShingle |
Mobile service Online survey Service quality Empirical study Pham, Thi Thanh Hong Tran, Hai Van Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers |
| description |
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. |
| format |
Article |
| author |
Pham, Thi Thanh Hong Tran, Hai Van |
| author_facet |
Pham, Thi Thanh Hong Tran, Hai Van |
| author_sort |
Pham, Thi Thanh Hong |
| title |
Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers |
| title_short |
Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers |
| title_full |
Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers |
| title_fullStr |
Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers |
| title_full_unstemmed |
Customer Satisfaction in Mobile Service Quality: Evidence from Hanoi and Ho Chi Minh City’s Officers |
| title_sort |
customer satisfaction in mobile service quality: evidence from hanoi and ho chi minh city’s officers |
| publisher |
H. : ĐHQGHN |
| publishDate |
2019 |
| url |
http://repository.vnu.edu.vn/handle/VNU_123/63542 https://doi.org/10.25073/2588-1108/vnueab.4182 |
| _version_ |
1680965486885470208 |