Customer Satisfaction using Mobile Telecommunications Services: An Empirical Research at Mobifone Quang Binh Branch, Vietnam

Abstract

The objective of this study is to measure the level of satisfaction and analyze the factors that affect customer satisfaction using mobile telecommunication services. The authors have built a model to assess customer satisfaction using MobiFone mobile telecommunications services, and test the research hypotheses about the relationship between components of mobile service quality to Customer satisfaction case at MobiFone Quang Binh branch. The study used descriptive statistical analysis, exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) with data collected from 800 customers. The research results show that the flexibility, assurance and tangible have a significant influence on customer satisfaction with the quality of services and products. Finally, the article proposes solutions to improve the quality of product services of businesses in Vietnam.