Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F68407700%3A21260%2F14%3A00225818" target="_blank" >RIV/68407700:21260/14:00225818 - isvavai.cz</a>

Nalezeny alternativní kódy

RIV/68407700:21460/14:00225818

Výsledek na webu

<a href="http://www.q-impulz.sk/qali/402-1564-1-CEF_Szabo.pdf" target="_blank" >http://www.q-impulz.sk/qali/402-1564-1-CEF_Szabo.pdf</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.12776/QALI.V1.15" target="_blank" >10.12776/QALI.V1.15</a>

Jazyk výsledku

angličtina

Název v původním jazyce

Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Popis výsledku v původním jazyce

Purpose: The contribution is a treatise on the issue of quality of the telecommunication services, assessing services of mobile phone operators active in the Slovak market. Based on a survey, it presents evaluation of customer satisfaction with the services provided by the Telefónica Slovakia, Ltd. operating under the trademark of O2. Methodology: In this article, we have shown the possibilities for evaluating customer satisfaction in the telecommunications field. For assessing satisfaction of hundred respondents included in this study, we used a questionnaire in accordance with the Likert?s format. Findings: The results shows, although O2 is the shortest time in the Slovak market compared to other providers, that the customers are globally satisfied with the services provided. The questionnaire-based survey has clearly also shown the areas where the Telefónica Slovakia, Ltd. still has to improve and focus its marketing strategy. Value of paper: The main contribution of the article is

Název v anglickém jazyce

Evaluating Customer Satisfaction in the Sphere of Telecomunication Services in Slovakia

Popis výsledku anglicky

Purpose: The contribution is a treatise on the issue of quality of the telecommunication services, assessing services of mobile phone operators active in the Slovak market. Based on a survey, it presents evaluation of customer satisfaction with the services provided by the Telefónica Slovakia, Ltd. operating under the trademark of O2. Methodology: In this article, we have shown the possibilities for evaluating customer satisfaction in the telecommunications field. For assessing satisfaction of hundred respondents included in this study, we used a questionnaire in accordance with the Likert?s format. Findings: The results shows, although O2 is the shortest time in the Slovak market compared to other providers, that the customers are globally satisfied with the services provided. The questionnaire-based survey has clearly also shown the areas where the Telefónica Slovakia, Ltd. still has to improve and focus its marketing strategy. Value of paper: The main contribution of the article is

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

—

Návaznosti

N - Vyzkumna aktivita podporovana z neverejnych zdroju

Rok uplatnění

2014

Kód důvěrnosti údajů

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

Název statě ve sborníku

Proceedings of the International Scientific Conference Quality and Leading Innovation´2014

ISBN

978-80-553-1815-8

ISSN

—

e-ISSN

—

Počet stran výsledku

18

Strana od-do

190-207

Název nakladatele

Technical University of Kosice

Místo vydání

Košice

Místo konání akce

Košice

Datum konání akce

18. 9. 2014

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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