Satisfaction Management among Customers with Mobile and Internet Telecommunications Services Sector
DOI:
https://doi.org/10.14456/abacodijournal.2024.37Keywords:
Keywords: Telecommunications, Customer Satisfaction, Customer Loyalty, Structural Equation Modeling, Service QualityAbstract
Business success in today's competitive telecommunications market depends on customer satisfaction and loyalty. The purpose of this study is to examine the effect of service quality, fairness, pricing, customer assistance, promotional offers, technical improvements on customer satisfaction and customer loyalty in the mobile telecom sector in Thailand. Structural equation modeling is used to examine telecommunications consumer happiness and loyalty. Telecommunication customers' data on service quality, fairness, pricing, customer assistance, promotional offers, technical improvements, contentment, and loyalty tests the research hypotheses. Significant favorable connections were found between service quality, fairness, perceived pricing fairness, customer support, enticing promotional offers, technical improvements, contentment, and loyalty. Client happiness also mediates these elements, as does client loyalty. The study suggests telecom companies improve customer satisfaction and loyalty by continuously improving service quality, fair service practices, transparent pricing rules, quality customer support, appealing promotional offers, investing in new technologies, and prioritizing customer happiness. Academic research and industry expertise support these suggestions. These techniques can help telecom firms increase their competitiveness, customer relationships, and long-term profitability in this dynamic industry.
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