AN EXPLORATORY INVESTIGATION OF CUSTOMER SATISFACTION IN MOBILE COMMUNICATIONS: EVIDENCE FROM ROMANIA

Alina-Elena Ancu (), Gheorghe Militaru () and Cristina-Elena Ungureanu ()
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Alina-Elena Ancu: National University of Science and Technology POLITEHNICA of Bucharest, Bucharest, Romania
Gheorghe Militaru: National University of Science and Technology POLITEHNICA of Bucharest, Bucharest, Romania
Cristina-Elena Ungureanu: National University of Science and Technology POLITEHNICA of Bucharest, Bucharest, Romania

Business Excellence and Management, 2024, vol. 14, issue 4, 59-75

Abstract: Due to the technological evolution, telecom companies play a critical role of the entire economy with the importance of the provided services, that are inseparable of the daily activities in a business scope but in the same time for the daily life of the population. Being a dynamic and a competitive market, the customer satisfaction for the service provide is crucial for every telecom provider because the investment and continuously understanding the customer feelings and experiences because only in this way every telecom operator can deliver to their customers the expected services. This study will complete the literature that are focused on the customer satisfaction on mobile communications through the applied research model, the presentation of the theoretical concepts as customer satisfaction, mobile technologies including 5G, quality of service in telecommunication, network quality, information security, customer support and information quality. The research method was chosen a quantitative one as a questionnaire, there were formulated six hypotheses based on the dimensions chosen and were validated using one of the statistical tools as SPSS.

Keywords: Customer satisfaction; Mobile communication; Telecommunication; Quality of service (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:rom:bemann:v:14:y:2024:i:4:p:59-75

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