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Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region

Listed author(s):
  • 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)

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.

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File URL: http://www.scientificpapers.org/download/165/
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Article provided by ScientificPapers.org in its journal Journal of Knowledge Management, Economics and Information Technology.

Volume (Year): 2 (2012)
Issue (Month): 3 (June)
Pages: 1-7

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Handle: RePEc:spp:jkmeit:1291
Contact details of provider: Web page: http://www.scientificpapers.org

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  1. Train,Kenneth E., 2009. "Discrete Choice Methods with Simulation," Cambridge Books, Cambridge University Press, number 9780521747387, September.
  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.
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