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Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region

Author

Listed:
  • Nabaz T. Khayyat

    (College of Engineering, TEMEP, Seoul National University, San 56-1, Shilim-dong, Kwanak-gu, Seoul 151-742 Korea)

  • Almas Heshmati

    (Department of Food and Resource Economics, College of Life Sciences and Biotechnology, Korea University, East Building Room 217, Anam-dong Seongbukgu, Seoul 136-713, Korea)

Abstract

This study examines the customer satisfaction of the telecommunications service in Kurdistan region of Iraq. The purpose is to identify the key factors that determine the customer satisfaction of the telecommunications services. A conceptual model is specified and a number of hypotheses are tested with a sample of 1,458 Kurdish mobile phone users in 2010. Discrete choice methodology is used to test the three models for user satisfaction: Binomial logit model for overall satisfaction, and multinomial logit model for brand use and for handset preferred features. Overall the findings show that the Kurdish customers are generally satisfied with the purchased mobile telecommunication services. The findings have implications for competition in the market and the flows of investment resources to the targeted market segments for potential expansion.

Suggested Citation

  • Nabaz T. Khayyat & Almas Heshmati, 2012. "Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region," Journal of Knowledge Management, Economics and Information Technology, ScientificPapers.org, vol. 2(3), pages 1-7, June.
    • Handle: RePEc:spp:jkmeit:1291
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    References listed on IDEAS

    as
    1. Train,Kenneth E., 2009. "Discrete Choice Methods with Simulation," Cambridge Books, Cambridge University Press, number 9780521747387.
    2. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    3. Ruth N. Bolton, 1998. "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, INFORMS, vol. 17(1), pages 45-65.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Gijón, Covadonga & Garín-Muñoz, Teresa & Pérez-Amaral, Teodosio & López-Zorzano, Rafael, 2013. "Satisfaction of individual mobile phone users in Spain," Telecommunications Policy, Elsevier, vol. 37(10), pages 940-954.
    2. Suárez, David & García-Mariñoso, Begoña & Santos, Iván, 2016. "Satisfaction of business customers with mobile phone and internet services in Spain," Telecommunications Policy, Elsevier, vol. 40(1), pages 52-61.

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    More about this item

    Keywords

    Logit model; Mobile Telecommunication; Customer Satisfaction; Service providers; Kurdistan Region; Iraq;
    All these keywords.

    JEL classification:

    • C25 - Mathematical and Quantitative Methods - - Single Equation Models; Single Variables - - - Discrete Regression and Qualitative Choice Models; Discrete Regressors; Proportions; Probabilities
    • C51 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Construction and Estimation
    • C81 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Methodology for Collecting, Estimating, and Organizing Microeconomic Data; Data Access
    • N35 - Economic History - - Labor and Consumers, Demography, Education, Health, Welfare, Income, Wealth, Religion, and Philanthropy - - - Asia including Middle East

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