Framework to analyse the Influence of Quality on Customer Satisfaction in the Mobile Telecommunication Sector

被引：0

作者：

Matias, Joao C. O. ^{[1
]}

Reis, Michael ^{[1
]}

Azevedo, Susana G. ^{[2
]}

机构：

[1] Univ Beira Interior, Engn & Ind Management Dept, Covilha, Portugal

[2] Univ Beira Interior, Dept Business & Econ, Covilha, Portugal

来源：

QUALITY-ACCESS TO SUCCESS | 2015年 / 16卷 / 145期

关键词：

total quality; mobile telecommunications; customer satisfaction; ECSI model; EFQMA model; case study;

D O I：

暂无

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This paper aims to study the influence of perceived quality on customer satisfaction in the mobile telecommunication sector. A theoretical framework that brings together some dimensions of the European Customer Satisfaction Index (ECSI) model and the European Foundation for Quality Management Award (EFQMA) is proposed. A case study with the leader company in the Portuguese market of mobile telecommunications using a survey administered to a convenience probabilistic sample formed by their customers and employees is presented. From the results it can be stated that customers are quite satisfied with the quality of services offered by the mobile telecommunication company. Also, the perceived quality of company and its services represent critical factors for improving customer satisfaction and consequently the brand loyalty.

引用

页码：85 / 92

页数：8

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