TÁC ĐỘNG CỦA GIÁ TRỊ CẢM NHẬN VÀ SỰ HÀI LÒNG ĐẾN CHẤT LƯỢNG DỊCH VỤ: TRƯỜNG HỢP CÁC DOANH NGHIỆP VIỄN THÔNG DI ĐỘNG TẠI VIỆT NAM

Abstract

Vietnam’s mobile telecommunications market is undergoing a strong digital transformation along with changes in industry management policies. The paper focuses on analyzing the factors affecting mobile telecommunications service quality (MTSQ) through customers’ perceived value and satisfaction. Data were collected from 300 current customers using services from three major providers and analyzed using partial least squares structural equation modeling (PLS-SEM). The results show that service quality factors have a significant impact on the MTSQ of providers in Vietnam’s telecommunications market. A new finding is the confirmation of a distinction between the concepts of MTSQ and customer satisfaction. Moreover, the results also demonstrate that perceived value and satisfaction play mediating roles in the relationship between service quality factors and MTSQ in this market.