Factors impacting on mobile’s user satisfaction: A case study in Tien Giang

Abstract

Mobile phone service servers crucial role in today’s business and improving this service is without doubt a topic attracting high concerns from service providers. Thus, a study about mobile user satisfaction is constantly needed to help service providers have appropriate strategies in their business, particularly in the context of the high competition in the telecommunication market in today’s world. Based on Serveperf’s theoretical model and adjusted measurement scales, this study employed secondary data collected from official reports in the telecommunication industry and primary data, which were collected from 230 mobile phone service users. These input data were analyzed by descriptive statistics and factor analysis methods to determine factors impacting the satisfaction of mobile service users in Tien Giang Province. Results show that convenience, customer service, and cost have significant impacts on mobile service user satisfaction. Some solutions to the service providers in Tien Giang Province aiming at enhancing customer sastisfaction are suggested in line with the empirical findings of this study.