Communications - Scientific Letters of the University of Zilina 2014, 16(2):51-57 | DOI: 10.26552/com.C.2014.2.51-57

The Customer Contentment with Products and Services in Telecommunications Sector in the Slovak Republic

Anna Krizanova1, Gabriela Masarova1, Juraj Kolencik1
1 Department of Economics, Faculty of Operation and Economics of Transport and Communications, University of Zilina, Slovakia

Communication is very important for people. Means of communication are constantly increasing and new forms, and ways of communication are developing because of technological innovations. The paper is focused on a part of the marketing research of customers´ contentment and their preferences in order to determine their requirements and preferences in the field of mobile and data services of mobile operators. Results and conclusions of this paper should help mobile operators to identify customers´ needs and allow to customize their service offers. The level of competition in the selected market is relatively low, despite the fact that it is growing nowadays. The first part of the paper focuses on the theoretical basis of customer satisfaction in the telecommunications market and the second part on preferences survey and customers´ contentment in the market and its evaluation results.

Keywords: telecommunications, customer, market, hypothesis

Published: April 30, 2014  Show citation

ACS AIP APA ASA Harvard Chicago Chicago Notes IEEE ISO690 MLA NLM Turabian Vancouver
Krizanova, A., Masarova, G., & Kolencik, J. (2014). The Customer Contentment with Products and Services in Telecommunications Sector in the Slovak Republic. Communications - Scientific Letters of the University of Zilina, 16(2), 51-57. doi: 10.26552/com.C.2014.2.51-57
Share...
Download citation
  • BibTeX (.bib)
  • Bookends (.ris)
  • EasyBib (.ris)
  • EndNote (.enw)
  • EndNote 8 (.xml)
  • ISI WoS (.isi)
  • Medlars (.medlars)
  • Mendeley (.ris)
  • MODS (.xml)
  • Papers (.ris)
  • RefWorks (.txt)
  • RefManager (.ris)
  • RIS (.ris)
  • MS Word (.xml)
  • Zotero (.ris)
    • Open full article

    References

    1. SOVIAR, J., VODAK, J.: Value Network as Part of New Trends in Communication, Communications - Scientific Letters of the University of Zilina, (2), 2012. ISSN: 1335-4205. Go to original source...
    2. WANG, Y. S., LIAO, Y. W.: The Conceptualization and Measurement of Commerce user Satisfaction. Computers in Human Behavior, 2(1), p. 381-398, 2007. Go to original source...
    3. GERPOTT, T. J., RAMS, W., SCHINDLER, A.: Customer Retention, Loyalty, and Satisfaction in the German Mobile Cellular Telecommunications Market. Telecommunications Policy 25, pp. 249-269.
    4. KIM, D. J., FERRIN, D. L., RAO, H. R.: Trust and Satisfaction, Two Stepping Stones for Successful e-commerce Relationships: A Longitudinal Exploration. Information Systems Research, 20 (2), p. 237.257, 2009. Go to original source...
    5. LAI, T. L.: Service Quality and Perceived Value's Impact on Satisfaction, International and Usage of Short Message Service (SMS). Information Systems Frontiers 6(4), pp. 353-368, 2004. Go to original source...
    6. LIM, H., H., WANG, Y. S.: An Examination of the Determinants of Customer Loyalty in Mobile Commerce Contexts. Information and Management, 43 (3), pp. 271-282, 2006. Go to original source...
    7. ZEITHAML, V. A., BERRY, L. PARASURAMAN, A.: The Behavioral Consequences of Service Quality. J. of Marketing, 60 (2), pp. 31-46, 1996. Go to original source...
    8. DENG, Z., LU, Y., WEI, K., K., ZHANG, J. Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China. Intern. J. of Information Management, 30, 2010, p.p. 289-300. Go to original source...
    9. BOLTON, R., DREW, J. H.: A Multistage Model of Customers' Assessment of Service Quality and Value, J. of Consumer Research, 17, pp. 375-384, 1991. Go to original source...
    10. VALASKOVA, M., KRIZANOVA, A.: The Passenger Satisfaction in the Regional Integrated Public Transport System, Promet-Traffic and Transportation, vol. 20, No. 6, 2008, pp. 401-404, Zagreb : Fakultet prometnih znanosti, ISSN 0353-5320.
    11. OLIVER, R.: Satisfaction, a Behavioural Perspective on the Consumer, New York: McGraw-Hill, 1997.
    12. FORNELL, C., JOHNSON, M. D., ANDERSON, E. W., CHA, J., BRYANT, B. E.: The American Customer Satisfaction Index. Nature, Purpose, and Findings, J. of Marketing, 60 (7), 1996. Go to original source...
    13. ZEITHAML, V. A., BINTER, M. J.: Service Marketing. New York: The McGraw-Hill Companies, 1996.
    14. COREJOVA, M., ROSTASOVA, M., CHRENKOVA, A.: Knowledge Biography - Tool for Researching the Knowledge Dynamics. Global Engineering Education Conference, 2012. Go to original source...
    15. KIM, H.: The Churn Analysis and Determinants of Customer Loyalty in Korean Mobile Phone. Korean Information Society Review, pp. 1-18, 2000.
    16. LEE, J., LEE, J. FREICK, L.: The Impact of Switching Costs on the Customer Satisfaction-loyalty Link: Mobile Phone Service in France. J. of Services Marketing, 15(1), pp. 35-48, 2001. Go to original source...
    17. JOHNAROVA, R.: Marketing of Heritage and Arts. Praha, pp. 116-117, 2008.
    18. RIMARCIK, M.: Statistics for Practice, Bratislava, p. 71, 2007.
    19. TUREL, O., SERENKO, A.: Satisfaction with Mobile Service in Canada: An Empirical Investigation, Telecommunications Policy, 30 (5-6), pp. 314-331, 2006. Go to original source...
    20. WANG, Y., LO, H. P.: Service Quality, Customer Satisfaction and behaviour Intentions: Evidence from China's Telecommunications Industry, 1999.

    This is an open access article distributed under the terms of the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits use, distribution, and reproduction in any medium, provided the original publication is properly cited. No use, distribution or reproduction is permitted which does not comply with these terms.


    Return to the content