An Empirical Study on Customer Satisfaction of the Chinese Mobile Communications Industry

As the market competition of the Chinese mobile communication industry get increasingly fierce, enterprises in the industry recognize that winning customers is the most important factor to sustain their business. As a result, most enterprises start to attach great importance to customer satisfaction. Based on the Chinese model of customer satisfaction, the US customer satisfaction model, and researches of a numbers of scholars, the authors of this paper establish a mobile communication implicit variable model and its customer satisfaction index system, by using the partial least squares (PLS) modeling for parameter estimation. Results of the empirical study show that the model is valid and feasible. This study may provide reference for mobile communication business researches.