The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F62156489%3A43110%2F25%3A43926496" target="_blank" >RIV/62156489:43110/25:43926496 - isvavai.cz</a>
Alternative codes found
RIV/00216224:14560/25:00142775
Result on the web
<a href="https://doi.org/10.1371/journal.pone.0317093" target="_blank" >https://doi.org/10.1371/journal.pone.0317093</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1371/journal.pone.0317093" target="_blank" >10.1371/journal.pone.0317093</a>
Alternative languages
Result language
angličtina
Original language name
The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic
Original language description
The subject of this paper is modeling customer satisfaction in the mobile telecommunication industry following the Covid-19 pandemic. Based on standard customer satisfaction models, a specialized model tailored for the mobile telecommunication industry has been developed to account for its unique characteristics, including market concentration. This model was created within the Slovakian context using the Structural Equation Modelling method. The respondents were customers of all mobile operators in this market. The model revealed a positive relationship between image and perceived service quality and a negative relationship between customer expectations and perceived service value. However, it was not possible to demonstrate a relationship between image and customer loyalty or between customer expectations and customer satisfaction. Therefore, it seems that the factors influencing customer satisfaction in the telecommunications sector of an emerging EU economy differ from those in other sectors and economies in the post-Covid-19 context.
Czech name
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Czech description
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Classification
Type
J<sub>imp</sub> - 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
Result continuities
Project
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Continuities
I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace
Others
Publication year
2025
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Name of the periodical
PLoS One
ISSN
1932-6203
e-ISSN
1932-6203
Volume of the periodical
20
Issue of the periodical within the volume
1
Country of publishing house
US - UNITED STATES
Number of pages
24
Pages from-to
"e0317093"
UT code for WoS article
001408273000066
EID of the result in the Scopus database
2-s2.0-85216349706