Customer satisfaction of Mobile telecom network service, the case of Post-paid subscriber in HCMC

Abstract

The purpose of this study is to research how have service quality affected customer satisfaction from the subscriber’s perspective and the differences in customer satisfaction/expectation/perception among subscribers of MTNS providers and among demographic group. The Literature review was conducted to provide the theoretical

framework for the research model in this study of MTNS in HCMC. SERVQUAL model of Parasuraman was chosen and questionnaire was prepared for testing the customer satisfaction through 5 dimensions of service quality in the context of MTNS in HCMC. After collecting and analyzing 400 valid questionnaires with SPSS software, the results has showed that Assurance, Reliability, Empathy, Responsive ness have the positive relationship on Customer Satisfaction, while Tangible is not a factor in Service Quality, thus don’t have any influence on Customer Satisfaction. The study also found out there are differences in customer satisfaction, expectation, as well as perception about service quality among subscribers of MTNS providers and among demographic groups. Although there are limitations of this study, this study is hoped to contribute implications for MTNS managers when they want to improve service quality and enhance customer satisfaction.