STUDY OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION: ELECTRONIC AND COMMUNICATION INDUSTRIES-MOBILE HANDSET

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MOUSAVI SEYED ALI REZA; NONEJAD SEYED MASUOD; GHAEDI MAHNUOSH

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Journal Paper

Paper Information

Journal: JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR) Year:2009 | Volume:6 | Issue:13 Page(s): 56-69

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Information Journal Paper

Title

STUDY OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION: ELECTRONIC AND COMMUNICATION INDUSTRIES-MOBILE HANDSET

Author(s)

MOUSAVI SEYED ALI REZA | NONEJAD SEYED MASUOD | GHAEDI MAHNUOSH | Issue Writer Certificate

Keywords

CUSTOMER EXPECTATIONSQ2

PERCEIVED QUALITYQ2

PERCEIVED VALUEQ2

CUSTOMER BELIEFSQ3

CUSTOMER ATTITUDESQ3

CUSTOMER SATISFACTIONQ2

Abstract

Developing CUSTOMER SATISFACTION is a concept that increasingly is paid attention in today’s businesses, because it has turned into the main factor for organizations success. The concept of CUSTOMER SATISFACTION, defined as making the customer committed to transact with a special organization and purchasing goods from it, on a repeated basis. In this study, the researchers, by evaluating factors affecting the CUSTOMER SATISFACTION and analyzing their interactions, have provided a new model of CUSTOMER SATISFACTION, which has an original nature. The main variables of the model are CUSTOMER EXPECTATIONS, the PERCEIVED QUALITY, the PERCEIVED VALUE, CUSTOMER BELIEFS, CUSTOMER ATTITUDES, and customer, satisfaction.The statistics population consists of all Nokia brand mobile users in Shiraz city, and due to impossibility of access the database of Nokia Agencies in Iran, sample volume considered as unlimited population. Random sampling was made in cities with population over 1 million in Iran and the tool of gathering information was questionnaire. Logistic regression analysis was used for analysis of relations between independent and dependent variables. After statistical analysis, the test error of all the 11 hypotheses were computed, which were lower than 0.05. Therefore, by a confidence coefficient of%95, all the hypotheses of the study were confirmed. Ultimately, the final effect of the estimated coefficient on the probability of independent variables over dependent variables for all hypotheses, were computed.

Cites

IDENTIFYING AND RANKING OF FACTORS AFFECTING CUSTOMER SATISFACTION OF THE HOUSEHOLD WOOD FURNITURE INDUSTRY BY MULTI-ATTRIBUTE DECISION MAKING METHOD (CASE STUDY: HOME FURNITURE)

References

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APA: Copy

MOUSAVI, SEYED ALI REZA, NONEJAD, SEYED MASUOD, & GHAEDI, MAHNUOSH. (2009). STUDY OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION: ELECTRONIC AND COMMUNICATION INDUSTRIES-MOBILE HANDSET. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), 6(13), 56-69. SID. https://sid.ir/paper/151343/en

Vancouver: Copy

MOUSAVI SEYED ALI REZA, NONEJAD SEYED MASUOD, GHAEDI MAHNUOSH. STUDY OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION: ELECTRONIC AND COMMUNICATION INDUSTRIES-MOBILE HANDSET. JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR)[Internet]. 2009;6(13):56-69. Available from: https://sid.ir/paper/151343/en

IEEE: Copy

SEYED ALI REZA MOUSAVI, SEYED MASUOD NONEJAD, and MAHNUOSH GHAEDI, “STUDY OF EFFECTIVE FACTORS ON CUSTOMER SATISFACTION: ELECTRONIC AND COMMUNICATION INDUSTRIES-MOBILE HANDSET,” JOURNAL OF INDUSTRIAL STRATEGIC MANAGEMENT (PAJOUHESHGAR), vol. 6, no. 13, pp. 56–69, 2009, [Online]. Available: https://sid.ir/paper/151343/en

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