Factors influencing customer satisfaction in the telecommunication industry

Customers are satisfied when there are no barriers, or at the very least, limited barriers to access a service. I drive 30 minutes to a particular location for a car wash and oil change when there are several within five minutes of my house. Brown, President of a Florida-based consulting firm.

Emailing and searching for products and services on the Internet has become such a central reference point, companies have invested millions in making sure access is extremely easy. Campaigns to show that the company cares are critical to keep customers satisfied. Brands like Apple and Starbucks know that the stronger the bond customers have with their products, the longer the relationship will last.

There are many entry points when measuring customer satisfaction — 10 of which are discussed in this article. Tide, Biz, Cheer, Gain. In a society that demands instant results for everything from food to foreign policy, a good business has to keep the wait time to a minimum.

Satisfying customers may seem like a no-brainer, but the methods and psychology behind securing a loyal following takes more than discount coupons and free balloons.

One example is the dreaded time window. If their products are late in the mail, then someone mishandled their order. When oil companies, drug makers, and insurers reap billions in profits while consumers pay more and more for their products it makes people mad. What used to take minutes of flipping through a phone book now takes seconds on the Web.

Here are 10 Ways to Please the Customer 1. The Internet has made finding products and services a snap. No search engine optimization?

10 Factors That Affect Customer Satisfaction

When customers are informed, and feel that their opinion matters, they are more satisfied. Quality is Never an Accident If you have a lousy product or service, good luck selling it.

Related Customer Surveys Customer Satisfaction Survey — Customer satisfaction surveys from NBRI can provide your organization with the necessary knowledge and tools to improve customer satisfaction, intent to return, intent to recommend, and overall financial performance.

At Face Value When a product or service costs more, but is worth it, its value becomes acceptable to the consumer.

No amount of aggressive PR or marketing can save a product or service that just plain stinks. Technology can help small and mid-size companies look like big companies by improving the quality of the purchasing experience without adding staff to the payroll.

Customers like to know that a company cares. Customer service may not work when choosing detergent, but word of mouth certainly plays into customer satisfaction. Corporations face a constant image problem, being portrayed as soulless fat cats interested in squeezing out as much profit as possible.

The grocery store laundry aisle is stocked with laundry detergents, all seemingly the same product in a different package.ABSTRACT: Customer satisfaction and loyalty have been identified as critical success factors in any business organization.

Recent developments in the Nigerian telecommunications industry indicate that the operators engage in several marketing activities to. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand.

There’s more to customer satisfaction than customer service. The most pleasant experience with a person can’t make up for bad food, faulty products, or shipping delays.

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There are several factors – 10 of which are outlined here – that influence a customer’s decision to return or move on. and Quintana, ). In the telecommunications sector, it is significant to ensure a good relationship among customers and mobile service providers as a vehicle to build customer loyalty.

Several factors influence customer loyalty such as, service quality, brand. customer satisfaction on customer loyalty in the context of Bangladesh.

This study focused on six factors such as communication, price structure, value-added service, convenience, sales-promotions and customer. factors (quality, price, value, service, satisfaction and Customer Relationship Management Programs) that have significant effects on the customer loyalty for the telecommunication industry of Malaysia.

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Factors influencing customer satisfaction in the telecommunication industry
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