Customer Satisfaction with Indian Mobile Services

The IUP Journal of Management Research, Vol. 8, No. 10, pp. 52-62, October 2009

Posted: 7 Oct 2009

See all articles by M. S. Balaji

M. S. Balaji

The Icfai Institute for Management Teachers

Date Written: October 6, 2009

Abstract

This study investigates the antecedents of customer satisfaction with Indian mobiles services. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, quality, value, satisfaction and loyalty. The responses were collected using a structured questionnaire from 199 post-paid mobile subscribers in a major city in India. The results from structural equation modeling show that perceived quality is an important predictor to customer satisfaction, which ultimately results in trust, price tolerance and customer loyalty. The findings provide valuable managerial insights for managing customer satisfaction and loyalty.

Suggested Citation

Balaji, M. S., Customer Satisfaction with Indian Mobile Services (October 6, 2009). The IUP Journal of Management Research, Vol. 8, No. 10, pp. 52-62, October 2009, Available at SSRN: https://ssrn.com/abstract=1483604

M. S. Balaji (Contact Author)

The Icfai Institute for Management Teachers ( email )

Hyderabad
Hyderabad, 500 034
India

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