The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic
Identifikátory výsledku
Kód výsledku v 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>
Nalezeny alternativní kódy
RIV/00216224:14560/25:00142775
Výsledek na webu
<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>
Alternativní jazyky
Jazyk výsledku
angličtina
Název v původním jazyce
The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic
Popis výsledku v původním jazyce
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.
Název v anglickém jazyce
The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic
Popis výsledku anglicky
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.
Klasifikace
Druh
J<sub>imp</sub> - Článek v periodiku v databázi Web of Science
CEP obor
—
OECD FORD obor
50204 - Business and management
Návaznosti výsledku
Projekt
—
Návaznosti
I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace
Ostatní
Rok uplatnění
2025
Kód důvěrnosti údajů
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Údaje specifické pro druh výsledku
Název periodika
PLoS One
ISSN
1932-6203
e-ISSN
1932-6203
Svazek periodika
20
Číslo periodika v rámci svazku
1
Stát vydavatele periodika
US - Spojené státy americké
Počet stran výsledku
24
Strana od-do
"e0317093"
Kód UT WoS článku
001408273000066
EID výsledku v databázi Scopus
2-s2.0-85216349706