Customer Satisfaction in the Telecom Industry: A Survey Research Approach | Proceedings of the International Academic Conference on Management and Economics

<!DOCTYPE html> <html lang="en-US" xml:lang="en-US"> <head> <meta charset="utf-8"> <meta name="viewport" content="width=device-width, initial-scale=1.0"> <title> Customer Satisfaction in the Telecom Industry: A Survey Research Approach | Proceedings of the International Academic Conference on Management and Economics </title> <meta name="generator" content="Open Journal Systems 3.3.0.14"> <meta name="gs_meta_revision" content="1.1"/> <meta name="citation_journal_title" content="Proceedings of the International Academic Conference on Management and Economics"/> <meta name="citation_journal_abbrev" content="CONFERENCEME"/> <meta name="citation_issn" content="3030-069X"/> <meta name="citation_author" content="Irisi Kasapi"/> <meta name="citation_author_institution" content="University of New York Tirana, Tirana, Albania"/> <meta name="citation_title" content="Customer Satisfaction in the Telecom Industry: A Survey Research Approach"/> <meta name="citation_language" content="en"/> <meta name="citation_date" content="2024/11/23"/> <meta name="citation_volume" content="2"/> <meta name="citation_issue" content="1"/> <meta name="citation_firstpage" content="1"/> <meta name="citation_lastpage" content="15"/> <meta name="citation_doi" content="10.33422/conferenceme.v2i1.662"/> <meta name="citation_abstract_html_url" content="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/article/view/662"/> <meta name="citation_keywords" xml:lang="en" content="package preferences"/> <meta name="citation_keywords" xml:lang="en" content="satisfaction determinants"/> <meta name="citation_keywords" xml:lang="en" content="switching behavior"/> <meta name="citation_keywords" xml:lang="en" content="telecom market"/> <meta name="citation_pdf_url" content="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/article/download/662/481"/> <link rel="schema.DC" href="http://purl.org/dc/elements/1.1/" /> <meta name="DC.Creator.PersonalName" content="Irisi Kasapi"/> <meta name="DC.Date.created" scheme="ISO8601" content="2024-11-23"/> <meta name="DC.Date.dateSubmitted" scheme="ISO8601" content="2024-10-12"/> <meta name="DC.Date.issued" scheme="ISO8601" content="2024-11-23"/> <meta name="DC.Date.modified" scheme="ISO8601" content="2024-11-23"/> <meta name="DC.Description" xml:lang="en" content="The telecom sector is rapidly expanding and has enormous implications for the technological, economic, and social development of emerging countries like Albania. Furthermore, being one of the industries with the highest churn rates, assessing the customer satisfaction aspects of their customer base is deemed critical for their retention. As a result, the study intends to provide insights into the Albanian telecom market by focusing on package preferences, switching behavior, and indicators contributing to customer satisfaction. 103 usable surveys were collected by One Albania telecommunications company’s poll of former and active users, following a convenience sampling approach. Descriptive and inferential statistics are used to analyze the data and shed light on the research questions raised. The results of the study signify that each of the examined aspects — billing &amp; payment, call quality, customer support, internet speed, network coverage, and pricing — is significantly and strongly associated with overall customer satisfaction in the telecommunications service context. Additionally, the findings demonstrate that the main driver of telecom users' decision to switch is their perception of rival carriers' cheaper pricing plans, which are followed by stronger and more dependable network signals. In terms of package preferences, the ‘monthly plan’ is the most prevalent option, while among the key features that comprise the packages, ‘data allowance’ is the most important aspect. The findings contribute to the body of knowledge on customer satisfaction in the telecom sector while providing a practical guide regarding the drivers of users’ switching behavior."/> <meta name="DC.Format" scheme="IMT" content="application/pdf"/> <meta name="DC.Identifier" content="662"/> <meta name="DC.Identifier.pageNumber" content="1 - 15"/> <meta name="DC.Identifier.DOI" content="10.33422/conferenceme.v2i1.662"/> <meta name="DC.Identifier.URI" content="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/article/view/662"/> <meta name="DC.Language" scheme="ISO639-1" content="en"/> <meta name="DC.Rights" content="Copyright (c) 2024 Irisi Kasapi"/> <meta name="DC.Rights" content="https://creativecommons.org/licenses/by/4.0"/> <meta name="DC.Source" content="Proceedings of the International Academic Conference on Management and Economics"/> <meta name="DC.Source.ISSN" content="3030-069X"/> <meta name="DC.Source.Issue" content="1"/> <meta name="DC.Source.Volume" 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id="pkp_content_main"></a> <div class="page page_article"> <nav class="cmp_breadcrumbs" role="navigation" aria-label="You are here:"> <ol> <li> <a href="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/index"> Home </a> <span class="separator">/</span> </li> <li> <a href="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/issue/archive"> Archives </a> <span class="separator">/</span> </li> <li> <a href="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/issue/view/115"> Vol. 2 No. 1 (2024): Proceedings of the 8th International Academic Conference on Management and Economics </a> <span class="separator">/</span> </li> <li class="current" aria-current="page"> <span aria-current="page"> Articles </span> </li> </ol> </nav> <article class="obj_article_details"> <h1 class="page_title"> Customer Satisfaction in the Telecom Industry: A Survey Research Approach </h1> <div class="row"> <div class="main_entry"> <section class="item authors"> <h2 class="pkp_screen_reader">Authors</h2> <ul class="authors"> <li> <span class="name"> Irisi Kasapi </span> <span class="affiliation"> University of New York Tirana, Tirana, Albania </span> </li> </ul> </section> <section class="item doi"> <h2 class="label"> DOI: </h2> <span class="value"> <a href="https://doi.org/10.33422/conferenceme.v2i1.662"> https://doi.org/10.33422/conferenceme.v2i1.662 </a> </span> </section> <section class="item keywords"> <h2 class="label"> Keywords: </h2> <span class="value"> package preferences, satisfaction determinants, switching behavior, telecom market </span> </section> <section class="item abstract"> <h2 class="label">Abstract</h2> <p>The telecom sector is rapidly expanding and has enormous implications for the technological, economic, and social development of emerging countries like Albania. Furthermore, being one of the industries with the highest churn rates, assessing the customer satisfaction aspects of their customer base is deemed critical for their retention. As a result, the study intends to provide insights into the Albanian telecom market by focusing on package preferences, switching behavior, and indicators contributing to customer satisfaction. 103 usable surveys were collected by One Albania telecommunications company’s poll of former and active users, following a convenience sampling approach. Descriptive and inferential statistics are used to analyze the data and shed light on the research questions raised. The results of the study signify that each of the examined aspects — billing & payment, call quality, customer support, internet speed, network coverage, and pricing — is significantly and strongly associated with overall customer satisfaction in the telecommunications service context. Additionally, the findings demonstrate that the main driver of telecom users' decision to switch is their perception of rival carriers' cheaper pricing plans, which are followed by stronger and more dependable network signals. In terms of package preferences, the ‘monthly plan’ is the most prevalent option, while among the key features that comprise the packages, ‘data allowance’ is the most important aspect. The findings contribute to the body of knowledge on customer satisfaction in the telecom sector while providing a practical guide regarding the drivers of users’ switching behavior.</p> </section> </div> <div class="entry_details"> <div class="item galleys"> <h2 class="pkp_screen_reader"> Downloads </h2> <ul class="value galleys_links"> <li> <a class="obj_galley_link pdf" href="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/article/view/662/481"> PDF </a> </li> </ul> </div> <div class="item published"> <section class="sub_item"> <h2 class="label"> Published </h2> <div class="value"> <span>2024-11-23</span> </div> </section> </div> <div class="item issue"> <section class="sub_item"> <h2 class="label"> Issue </h2> <div class="value"> <a class="title" href="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/issue/view/115"> Vol. 2 No. 1 (2024): Proceedings of the 8th International Academic Conference on Management and Economics </a> </div> </section> <section class="sub_item"> <h2 class="label"> Section </h2> <div class="value"> Articles </div> </section> </div> <div class="item copyright"> <h2 class="label"> License </h2> <p>Copyright (c) 2024 Irisi Kasapi</p> <a rel="license" href="https://creativecommons.org/licenses/by/4.0/"><img alt="Creative Commons License" src="//i.creativecommons.org/l/by/4.0/88x31.png" /></a><p>This work is licensed under a <a rel="license" href="https://creativecommons.org/licenses/by/4.0/">Creative Commons Attribution 4.0 International License</a>.</p> </div> <link rel="stylesheet" type="text/css" href="https://www.dpublication.com/conference-proceedings/plugins/generic/shariff/shariff-3.2.1/shariff.complete.css"> <link rel="stylesheet" type="text/css" href=""> <div><div> <div class="shariff item" data-lang="en" data-services="[twitter,facebook,linkedin,xing,whatsapp,mail,print,telegram]" data-mail-url="mailto:" data-mail-body={url} data-backend-url="https://www.dpublication.com/conference-proceedings/shariff-backend" data-theme="standard" data-orientation="horizontal" data-url="https://www.dpublication.com/conference-proceedings/index.php/CONFERENCEME/article/view/662"> </div> </div> </div> <script src="https://www.dpublication.com/conference-proceedings/plugins/generic/shariff/shariff-3.2.1/shariff.complete.js"></script> </div> </div> </article> <div id="articlesBySimilarityList"> </div> </div> </div> <div class="pkp_structure_sidebar left" role="complementary" aria-label="Sidebar"> <div class="pkp_block block_custom" id="customblock-submission"> <h2 class="title pkp_screen_reader">submission</h2> <div class="content"> <p><a href="https://www.dpublication.com/conference-proceedings/index.php/conferenceme/about/submissions"><img src="/journal/public/site/images/farzam/button-blue.png"></a></p> </div> </div> <div class="pkp_block block_custom" id="customblock-indexed-in"> <h2 class="title">Indexed In</h2> <div class="content"> <p><img src="https://www.dpublication.com/conference-proceedings/public/site/images/conferenceadmin/index51.png" alt="" width="200" height="93"></p> <p><a href="https://scholar.google.com/citations?hl=en&view_op=list_works&authuser=3&gmla=AOV7GLOHycpNBKUzqOi5qgYy5orVYbEBWKAl7_ZVwhKrkvz13NWKS4D73sqQkKum6GrkClMu8Q0g4-bH5flH_w&user=Cs037XYAAAAJ"><img src="https://www.dpublication.com/conference-proceedings/public/site/images/conferenceadmin/index11.png" alt="" width="200" height="93"></a></p> <p><img src="https://www.dpublication.com/conference-proceedings/public/site/images/conferenceadmin/road1-73ea0dcd45b9b2e3a2651eedd6e62014.jpg" alt="" width="162" height="49"></p> <p>  <img src="https://www.dpublication.com/conference-proceedings/public/site/images/conferenceadmin/scilit-logo-c8961eead6ac1e550ccfab74b60c2408.png" alt="" width="142" height="65"></p> </div> </div> <div class="pkp_block block_Keywordcloud"> <h2 class="title">Keywords</h2> <div class="content" id='wordcloud'></div> <script> function randomColor() { var colors = ['#1f77b4', '#ff7f0e', '#2ca02c', '#d62728', '#9467bd', '#8c564b', '#e377c2', '#7f7f7f', '#bcbd22', '#17becf']; 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Customer Satisfaction in the Telecom Industry: A Survey Research Approach | Proceedings of the International Academic Conference on Management and Economics