Expectations and Perceptions of Mobile Phone Users

Sulekha Munshi

International Journal of Asian Social Science, 2011, vol. 1, issue 1, 10-16

Abstract: The main objective of the undertaken research is to study the Expectations and Perceptions of Customer’s towards mobile phones. It is important to study and analyze whether there is a gap in the expectations and perceptions of the respondents which indicates that there is scope for improvement on behalf of the mobile phone brand or there is no significant difference between the expectations and perceptions of the respondents which is indicative of the fact that the customers are satisfied with the services of their mobile phone provider. The tool used for data analysis in this research has been the Z-Test whereby it is found that there is a significant difference in the expectations and perceptions of the respondents which leads us to believe that the customers are not fully satisfied with the functionality of their handsets

Keywords: Perception; Expectation; Service quality; Perceived satisfaction (search for similar items in EconPapers)
Date: 2011
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