Effective factors on mobile phone customer satisfaction.docVIP

Management Science Letters 2 (2012) 1011–1016 Contents lists available at GrowingScience Management Science Letters homepage: www.GrowingS/msl Effective factors on mobile phone customer satisfaction Hamed Mohafez , Vahidreza Mirabi , Bahram Kheyri a b* b a Department of Management, Science and Research Branch, Islamic Azad university, Tehran, Iran Department of Management, Central Branch, Islamic Azad university, Tehran, Iran b A R T I C L E I N F O A B S T R A C T Article history: Cellular phone is one of the most profitable industries in the world and especially in middle east Received June 2, 2011 Received in Revised form October, 19, 2011 Accepted 28 December 2011 Available online 27 January 2012 Keywords: Customer satisfaction Cellular phone industry Perceived expectations Perceived quality regions. There is a growing competition among different firms in this market and the market share is exchanged very quickly depending on the features and equipments introduced. Customer satisfaction plays an important role on retaining present marker share or absorbing new customers. In this paper, we present an empirical study to measure the effects of different factors influencing customer satisfaction such as the effect of perceived expectations on perceived quality and the effect of perceived expectation on perceived value. The survey is performed among customers who live in Tehran, the capital city of Iran and it shows there are some meaningful and positive relationship between perceived expectations and other factors such as perceived quality and perceived value. There is also positive relationship between perceived quality and perceived value. perceived expectation and customer satisfaction. Perceived value ? 2012 Growing Science Ltd. All rights reserved. 1. In