Customer Satisfaction using Mobile Telecommunications Services: An Empirical Research at Mobifone Quang Binh Branch, Vietnam
Tu Luc Tran1, Van Chung Nguyen2
1Tu Luc Tran, Economic & Tourism Department, Quang Binh University, Dong Hoi City, Vietnam.
2Van Chung Nguyen, Economic & Tourism Department, Quang Binh University, Dong Hoi City, Vietnam.
Manuscript received on March 12, 2020. | Revised Manuscript received on March 25, 2020. | Manuscript published on March 30, 2020. | PP: 2825-2831 | Volume-8 Issue-6, March 2020. | Retrieval Number: F8371038620/2020©BEIESP | DOI: 10.35940/ijrte.F8371.038620
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The objective of this study is to measure the level of satisfaction and analyze the factors that affect customer satisfaction using mobile telecommunication services. The authors have built a model to assess customer satisfaction using MobiFone mobile telecommunications services, and test the research hypotheses about the relationship between components of mobile service quality to Customer satisfaction case at MobiFone Quang Binh branch. The study used descriptive statistical analysis, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) with data collected from 800 customers. The research results show that the flexibility, assurance and tangible have a significant influence on customer satisfaction with the quality of services and products. Finally, the article proposes solutions to improve the quality of product services of businesses in Vietnam.
Keywords: Customer Satisfaction, Mobile Telecommunication, Exploratory Factor Analysis, Confirmatory Factor Analysis, Vietnam.
Scope of the Article: Mobile Applications and Services for IoT.