An empirical study on customer satisfaction: Mobile phone users in an emerging market |
Jahan, Nusrat
(Department of Business Administration, Chonbuk National University)
Rahman, Md. Mostafizur (Department of Management, HSTU) Hossain, Md. Alamgir (Department of Management, HSTU) Saiful, Hoque (School of Media and Communication, Korea University) |
1 | World Bank. (2009). Telecommunications and Economic Growth. World Bank, Washington DC. Available at: http://www.ffem.net/webdav/site/proparco/shared/POR TAILS/Secteur_prive_developpement/PDF/SPD4/SPD4_ Christine_Zhen_Wei_Qiang_uk.pdf. Accessed: 2018-01-01 |
2 | AT Capital Research. (2017). Bangladesh Telecoms Sector Challenges & Opportunities. Available at: http://www.amtob.org.bd/resource/Bangladesh-Telecom s-Tiger.pdf, Accessed: 2018-12-30. |
3 | S. Barua & B. Barua. (2019). Internationalization of Bangladesh Banking Sector: Lessons from an emerging economy: In Business and Management practices in South Asia. Palgrave Macmillan: Singapore. |
4 | C. Gronroos. (1997). Value-driven Relational Marketing: from Products to Resources and Competencies. Journal of Marketing Management, 13(5), 407-419. DOI |
5 | R. L. Oliver. (1980). A cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469. DOI |
6 | A. Athanassopoulos, S. Gounaris & V. Stathakopoulos. (2001). Behavioral responses to customer satisfaction: an empirical study. Eur. Jn. of Marketing. 35, 687-707. DOI |
7 | L. T. Hu & P. M. Bentler. (1999). "Cutoff Criteria for Fit Indexes In Covariance Structure analysis: Conventional Criteria Versus New Alternatives". Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55. DOI |
8 | M. S. Norazah. (2013). Students' demand for smartphones. Campus - Wide Information Systems, 30(4), 236-248. DOI |
9 | V. Venkatesh, S. A. Brown, L.M Maruping & H. Bala. (2008). Predicting different conceptualizations of system use: The competing roles of behavioral intention, facilitating conditions, and behavioral expectation. MIS Quarterly, 32(3), 483-502. DOI |
10 | H. Nysveen, P. E. Pedersen & H. Thorbjornsen. (2005). Explaining intention to use mobile chat services: Moderating effects of gender. Journal of Consumer Marketing, 22(5), 247-256. DOI |
11 | J. Pakola, M. Pietila, R. Svento & H. Karjaluoto. (2003). An investigation of consumer behavior in mobile phone markets in Finland. In Submission to the 32ndEMACconference,Track:NewTechnologiesandE-Marketing. |
12 | S. Chakraborty & K. Sengupta. (2014). Structural equation modeling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB. Management Review, 26(4), 234-248. DOI |
13 | T. T. Nagel & R. K. Holden. (2002). The Strategy and Tactics of Pricing: A Guide to Profitable Decision Making. 3rd ed., New Jersey: Prentice-Hall, Inc. |
14 | T. Yin & A. K. Paswan. (2007). Antecedents to consumer reference price orientation: an exploratory investigation. Journal of Product and Brand Management, 16(4), 169-279. |
15 | S. S Srinivasan & B. D. Til. (2002). Evaluation of Search, Experience and Credence Attributes: Role Of Brand Name And Product Trial. Journal of Product & Management, 11(7), 417-431. DOI |
16 | A. Chaudhuri & M. B. Holbrook. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing. 65, 81-93. DOI |
17 | G. Sullivan. (2010). Art Practice as Research: Inquiry in visual arts. 2nd ed., LosAngeles: SAGE Publications, Inc. |
18 | C. M. Liu. (2002). The effects of promotional activities on brand decision in the cellular telephone industry. Journal of Product & Brand Management, 11(1), 42-51. DOI |
19 | C. Ling, W. Hwang & G. Salvendy. (2006). Diversified users' satisfaction with advanced mobile phone features. Universal Access in the Information Society, 5(2), 239-249. DOI |
20 | Z. Mack & S. Sharples. (2009). The importance of usability in product choice: A mobile phone case study. Ergonomics, 52(12), 1514-1528. DOI |
21 | S. H. Han, K. J. Kim, M. H. Yun, S. W. Hong & J. Kim. (2004). Identifying mobile phone design features critical to user satisfaction. Human Factors and Ergonomics in Manufacturing, 14(1), 15-29. DOI |
22 | C. Abbott. (2007). Defining assistive technologies-a discussion. Journal of Assistive Technologies, 1(1), 6-9. DOI |
23 | P. Heriyati & T. P. Siek. (2011). Effects of Word of Mouth Communication and Perceived Quality on Decision Making Moderated by Gender: Jakarta Blackberry Smartphone Consumer's Perspective. Contemporary Management Research, 7(4), 329-336. |
24 | D. H. Shin & W. Y. Kim. (2008). Forecasting customer switching intention in mobile service: An exploratory study of predictive factors in mobile number portability. Technological Forecasting & Social Change, 75(6), 854-874. DOI |
25 | H. H. Chang & S. W. Chen. (2008). The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior, 24(6), 2927-2944. DOI |
26 | Bangladesh Telecommunication Regulatory Commission BTRC. (2018). Mobile Phone subscribers. Available at: http://www.btrc.gov.bd/content/mobile-phone-subscribe rs-bangladesh-August-2018. Accessed: 2018-12-25. |
27 | World Data Atlas. (2017). Number of mobile cellular subscriptions. Available at: https://knoema.com/atlas/ Bangladesh/Number-of-mobile-cellular-subscriptions, Accessed: 2018-12-25. |
28 | GSMA Intelligence. (2014). Country overview: Bangladesh. Available at: https://www.gsmaintelligence.com/research/?file=140820-bangladesh.pdf&download, Accessed: 2018-12-25. |
29 | H. E. Yang, C. C Wu & K. C Wang. (2009). An empirical analysis of online game service satisfaction and loyalty. Expert Systems with Applications, 36(2), 1816-1825. DOI |
30 | P. A. Dabholkar & R. P. Bagozzi. (2002). An attitudinal model of technology-based self-service: Moderating effects of consumer traits and situational factors. Journal of the Academy of Marketing Science, 30(3), 184-201. DOI |