Abstract
Purpose - The purpose of this study is to develop and test a new customer satisfaction index model for Turkish mobile phone sector (TMPS). Design/methodology/approach - Based on relevant literature and theoretical considerations on customer satisfaction, a new measurement model was developed. A survey based on the proposed model was conducted to 700 mobile phone users in Istanbul. Partial least squares method was employed to estimate the proposed structural equation model (SEM). Findings - The general applicability of a SEM depends on the reliability and validity of the modeling results. The proposed satisfaction model exhibits strong explanatory power with its satisfactory reliability and validity results. Research limitations/implications - The proposed model was tested for the TMPS. It should ideally be tested periodically for different sectors with more data, and the index results should be compared. Practical implications - The results of this study provide very important information for the managers in formulating competitive marketing strategies. The results show the critical points where the limited resources of the firms should be allocated to improve satisfaction and loyalty. Independent and uniform measurement characteristics of the studied model provide a useful tool for tracking performance and systematic benchmarking over time. It also provides information about the weaknesses and strengths of the company from the eyes of its customers. Originality/value - This study is an attempt to develop and implement a satisfaction model for the TMPS. The proposed model consists of well-established theories and approaches in customer behavior.
| Original language | English |
|---|---|
| Pages (from-to) | 672-687 |
| Number of pages | 16 |
| Journal | Industrial Management and Data Systems |
| Volume | 107 |
| Issue number | 5 |
| DOIs | |
| Publication status | Published - 2007 |
| Externally published | Yes |
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Keywords
- Customer satisfaction
- Mobile communication systems
- Modelling
- Turkey
ASJC Scopus subject areas
- Industrial and Manufacturing Engineering
- Management Information Systems
- Computer Science Applications
- Computational Theory and Mathematics
Cite this
Development of a customer satisfaction index model : An application to the Turkish mobile phone sector. / Türkyilmaz, Ali; Özkan, Coşkun.
In: Industrial Management and Data Systems, Vol. 107, No. 5, 2007, p. 672-687.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Development of a customer satisfaction index model
T2 - An application to the Turkish mobile phone sector
AU - Türkyilmaz, Ali
AU - Özkan, Coşkun
PY - 2007
Y1 - 2007
N2 - Purpose - The purpose of this study is to develop and test a new customer satisfaction index model for Turkish mobile phone sector (TMPS). Design/methodology/approach - Based on relevant literature and theoretical considerations on customer satisfaction, a new measurement model was developed. A survey based on the proposed model was conducted to 700 mobile phone users in Istanbul. Partial least squares method was employed to estimate the proposed structural equation model (SEM). Findings - The general applicability of a SEM depends on the reliability and validity of the modeling results. The proposed satisfaction model exhibits strong explanatory power with its satisfactory reliability and validity results. Research limitations/implications - The proposed model was tested for the TMPS. It should ideally be tested periodically for different sectors with more data, and the index results should be compared. Practical implications - The results of this study provide very important information for the managers in formulating competitive marketing strategies. The results show the critical points where the limited resources of the firms should be allocated to improve satisfaction and loyalty. Independent and uniform measurement characteristics of the studied model provide a useful tool for tracking performance and systematic benchmarking over time. It also provides information about the weaknesses and strengths of the company from the eyes of its customers. Originality/value - This study is an attempt to develop and implement a satisfaction model for the TMPS. The proposed model consists of well-established theories and approaches in customer behavior.
AB - Purpose - The purpose of this study is to develop and test a new customer satisfaction index model for Turkish mobile phone sector (TMPS). Design/methodology/approach - Based on relevant literature and theoretical considerations on customer satisfaction, a new measurement model was developed. A survey based on the proposed model was conducted to 700 mobile phone users in Istanbul. Partial least squares method was employed to estimate the proposed structural equation model (SEM). Findings - The general applicability of a SEM depends on the reliability and validity of the modeling results. The proposed satisfaction model exhibits strong explanatory power with its satisfactory reliability and validity results. Research limitations/implications - The proposed model was tested for the TMPS. It should ideally be tested periodically for different sectors with more data, and the index results should be compared. Practical implications - The results of this study provide very important information for the managers in formulating competitive marketing strategies. The results show the critical points where the limited resources of the firms should be allocated to improve satisfaction and loyalty. Independent and uniform measurement characteristics of the studied model provide a useful tool for tracking performance and systematic benchmarking over time. It also provides information about the weaknesses and strengths of the company from the eyes of its customers. Originality/value - This study is an attempt to develop and implement a satisfaction model for the TMPS. The proposed model consists of well-established theories and approaches in customer behavior.
KW - Customer satisfaction
KW - Mobile communication systems
KW - Modelling
KW - Turkey
UR - http://www.scopus.com/inward/record.url?scp=34249089204&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=34249089204&partnerID=8YFLogxK
U2 - 10.1108/02635570710750426
DO - 10.1108/02635570710750426
M3 - Article
AN - SCOPUS:34249089204
VL - 107
SP - 672
EP - 687
JO - Industrial Management and Data Systems
JF - Industrial Management and Data Systems
SN - 0263-5577
IS - 5
ER -