Modelling Customer Satisfaction of Smartphones in the Czech Republic

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Modelling Customer Satisfaction of Smartphones in the Czech Republic

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Modelling Customer Satisfaction of Smartphones in the Czech Republic

Popis výsledku anglicky

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.

Druh

J_imp - Článek v periodiku v databázi Web of Science

CEP obor

—

OECD FORD obor

50204 - Business and management

Projekt

—

Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2023

Kód důvěrnosti údajů

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

Název periodika

QUALITY INNOVATION PROSPERITY-KVALITA INOVACIA PROSPERITA

ISSN

1335-1745

e-ISSN

1335-1745

Svazek periodika

27

Číslo periodika v rámci svazku

1

Stát vydavatele periodika

SK - Slovenská republika

Počet stran výsledku

23

Strana od-do

119-141

Kód UT WoS článku

000963167300006

EID výsledku v databázi Scopus

2-s2.0-85156100626