Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region

Nabaz Khayyat () and Almas Heshmati ()

Journal of Knowledge Management, Economics and Information Technology, 2012, vol. 2, issue 3, 7

Abstract: This study examines the customer satisfaction of the telecommunications service in Kurdistan region of Iraq. The purpose is to identify the key factors that determine the customer satisfaction of the telecommunications services. A conceptual model is specified and a number of hypotheses are tested with a sample of 1,458 Kurdish mobile phone users in 2010. Discrete choice methodology is used to test the three models for user satisfaction: Binomial logit model for overall satisfaction, and multinomial logit model for brand use and for handset preferred features. Overall the findings show that the Kurdish customers are generally satisfied with the purchased mobile telecommunication services. The findings have implications for competition in the market and the flows of investment resources to the targeted market segments for potential expansion.

Keywords: Logit model; Mobile Telecommunication; Customer Satisfaction; Service providers; Kurdistan Region; Iraq (search for similar items in EconPapers)
JEL-codes: C25 C51 C81 N35 (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:spp:jkmeit:1291

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