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Determinants Of Mobile Phone Customer Satisfaction In The Kurdistan Region
College of Engineering, TEMEP, Seoul National University, San 56-1, Shilim-dong, Kwanak-gu, Seoul 151-742 Korea.
Department of Food and Resource Economics, College of Life Sciences and Biotechnology, Korea University, East Building Room 217, Anam-dong Seongbuk-gu, Seoul 136-713, Korea.ORCID iD: 0000-0002-7902-4683
2012 (English)In: Journal of Knowledge Management, Economics and Information Technology, ISSN 2069-5934, Vol. 2, no 3Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
2012. Vol. 2, no 3
Keyword [en]
Logit model; Mobile Telecommunication; Customer Satisfaction; Service providers; Kurdistan Region; Iraq
National Category
Economics
Identifiers
URN: urn:nbn:se:hj:diva-24663OAI: oai:DiVA.org:hj-24663DiVA: diva2:743958
Available from: 2014-09-05 Created: 2014-09-05 Last updated: 2016-01-14Bibliographically approved

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