Modelling Customer Satisfaction of Smartphones in the Czech Republic

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F23%3A00130539" target="_blank" >RIV/00216224:14560/23:00130539 - isvavai.cz</a>

Result on the web

<a href="https://www.qip-journal.eu/index.php/QIP/article/view/1818/1365" target="_blank" >https://www.qip-journal.eu/index.php/QIP/article/view/1818/1365</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.12776/QIP.V27I1.1818" target="_blank" >10.12776/QIP.V27I1.1818</a>

Result language

angličtina

Original language name

Modelling Customer Satisfaction of Smartphones in the Czech Republic

Original language description

Purpose: The goal of this paper is to model customer satisfaction of smartphone select manufacturers in the Czech Republic (CR). Furthermore, the paper aims to model the factors which affect customer satisfaction of the smartphone. Methodology/Approach: A questionnaire was sent to 1,063 respondents in CR to collect data. Using structural equation modelling, relationships between factors of customer satisfaction within three models of customer satisfaction of select smartphone manufacturers were modelled. Findings: Effects of all investigated factors of customer satisfaction were verified, as well as all items which constituted the factors. Additionally, the functioning of the factor of total satisfaction with dimensions of general satisfaction and price tolerance was verified. Research Limitation/Implication: The research is limited by its focus exclusively CR, the number of manufacturers included in the research is rather low and small number of factors and items included in those factors. Originality/Value of paper: The models differed from each other in terms of the strength and direction of the relationships between the factors, which has implications for these recommendations. In general, each manufacturer has its own strengths and weaknesses (factors) that affect customer satisfaction with its product. Individual manufacturers can increase customer satisfaction by strengthening the positive factors or by learning from their competitors and eliminating or improving the factors that currently affect customer satisfaction negatively.

Czech name

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Czech description

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Type

J_imp - Article in a specialist periodical, which is included in the Web of Science database

CEP classification

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OECD FORD branch

50204 - Business and management

Project

—

Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2023

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

QUALITY INNOVATION PROSPERITY-KVALITA INOVACIA PROSPERITA

ISSN

1335-1745

e-ISSN

1335-1745

Volume of the periodical

27

Issue of the periodical within the volume

1

Country of publishing house

SK - SLOVAKIA

Number of pages

23

Pages from-to

119-141

UT code for WoS article

000963167300006

EID of the result in the Scopus database

2-s2.0-85156100626