Influence of the customer experience on satisfaction with mobile phones

Autor:	Ana Nikodijevic, Marina Dobrota, Dobrivoje Mihailovic
Rok vydání:	2012
Předmět:	010104 statistics & probability Customer experience 0502 economics and business 05 social sciences 050211 marketing Customer satisfaction Advertising Business 0101 mathematics Marketing 01 natural sciences Consumer behaviour Field (computer science)
Zdroj:	Journal of Engineering Management and Competitiveness. 2:69-75
ISSN:	2217-8147 2334-9638
Popis:	Global usage of mobile phones initiated a large number of researchers to devote their attention to researching the field of customer satisfaction and implementing postulates of customer behavior in the industry. As there are not many relevant studies conducted in Serbia, in this study we examine the influence of the customer experience on satisfaction with mobile phones. Online survey was used as a method of collecting data from 340 randomly chosen respondents. The findings confirm that experience is in a fact a significant determinant of satisfaction and that there are differences according to types of mobile phones customers use and the frequency of usage. Furthermore, high levels of satisfaction are seen in customers familiar with current models of mobile phones and those following mobile trends.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::f4dcca30b6dceb4b00df59b81922f340 https://doi.org/10.5937/jemc1202069d Zobrazit plný text záznamu