An application of the American Customer Satisfaction Index Model (ACSIM) in the Nepalese Mobile Phone Sector

An application of the American Customer Satisfaction Index Model (ACSIM) in the Nepalese Mobile Phone Sector PDF

Author: Kaji Bahadur Dahal

Publisher: GRIN Verlag

Published: 2016-05-02

Total Pages: 39

ISBN-13: 3668208336

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Research Paper (postgraduate) from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: B, Maastricht School of Management, course: MBA, language: English, abstract: Nepalese mobile phone market is one of the fast growing businesses with the penetration rate of at least 67.92% for GSM mobile services. Mobile phone providers have also been competing to offer dynamic services to customers. By doing this research, it is expected to offer inputs to enhance customer satisfaction with mobile services in Nepal. The term ‘customer satisfaction’ has become an emerging issue for academic research as business organizations recognize that customer satisfaction is the only way to win in the given tough competitive business world. The aim of this paper is to measure the antecedents and consequences of overall customer satisfaction with mobile services in Nepal. This study is probably the first of its kind in Nepal, which uses standard customer satisfaction measures (American customer satisfaction index model, (ACSIM) to examine the customer satisfaction with mobile services. It uses a structured questionnaire to collect the data from 242 young mobile users from two colleges in Nepal. Based on the observation, it is found that the influencing antecedents of customer satisfaction are customer expectation, perceived quality and perceived value. Similarly, it is also found that highly satisfied customers are more likely to repurchase and higher price tolerance to price increases by current mobile services provider or price decreases by rival. The result of this study is more applicable to young adult mobile services market in Nepal rather than to entire mobile subscriber population. The study reveals that mobile services provider must focus on improving mobile services quality to increase customer satisfaction and customer loyalty. The value of this study is that it uses well known research model to measure customer satisfaction with mobile services in Nepal.

Integrated Communication Plan - for the UK Mobile Phone Market

Integrated Communication Plan - for the UK Mobile Phone Market PDF

Author: A. Gillett

Publisher: GRIN Verlag

Published: 2011-05

Total Pages: 69

ISBN-13: 3640914546

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Document from the year 2005 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: A (83 percent), University of Teesside, course: Integrated Marketing Communication, 32 entries in the bibliography, language: English, abstract: This report outlines a new IMC strategy for the 'Siemens Mobile' brand, which, despite being a well recognised brand, has yet to make a strong impact within the 16-24 year old age group. It also contains an in depth analysis of the target market, and as well as a breakdown of the current position and image of Siemens Mobile. The target market for this segment has many unique attributes, which make it unusual, but one which is potential very profitable. The 16-24 year old group is very fashionable, sociable, and concerned with social acceptance, but at the same time wishing to display a degree of 'individualism'. Siemens mobile is currently has an image of a focused, efficient, technologically advanced company with a reputation for quality engineering. They are currently positioned towards the 'older' business class clients, who value quality and engineering excellence. In order to appeal to the 16-24 year old market, a re-branding and re-positioning of the 'Siemens Mobile' brand will need to occur. A new, fun, trendy, fashionable, energetic, and youthful brand of 'Sie Mobile' (pronounced 'see-mobile') will be introduced which will appeal to younger people. This new brand will be closely correlated to the attitudes and values identified within the 16-24 age group. 'Sie Mobile' will be introduced in several stages, based on the customer's buying process (Holder and Watson' pyramid model; IDM, 2004). It will utilise both established and new marketing techniques including television, radio, magazine, internet, SMS, and billboard campaigns. This strategy will emphasise the fun, fashionable, and technological features of the brand, and will cost approximately 8,750,000 to launch.

Customer satisfaction towards e-banking services offered by NEPAL SBI Bank LTD

Customer satisfaction towards e-banking services offered by NEPAL SBI Bank LTD PDF

Author: Sanjeev Pradhan

Publisher: GRIN Verlag

Published: 2019-11-21

Total Pages: 22

ISBN-13: 3346068943

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Case Study from the year 2019 in the subject Business economics - Offline Marketing and Online Marketing, grade: A, , course: School of Commerce and Management, language: English, abstract: This study aims to analyze the level of satisfaction of customer, their agreeableness towards e-banking services offered by Nepal SBI bank. With the growing trend of Information Communication Entertainment and Technology, it has embarked the way towards globalization. It is imperative to understand the degree of customer satisfaction towards the E-banking services provided by financial institutions in Nepal. However, the researcher has endeavored to measure and found that customer satisfaction is affected by the perceived ease of use, website contents and security of services. It is very obvious in today's context to be sensitive towards the security of transactions from being phising and hacking of customers data and information. Hence, an ethical hacker with IT Risk Officer having expertise knowledge, government support in IT Infrastructure, Cloud Computing Environment is a must for the need of an hour to create a level of trusts in banks.

Customer Satisfaction Survey

Customer Satisfaction Survey PDF

Author: Thomas Leutbecher

Publisher: GRIN Verlag

Published: 2002-05-28

Total Pages: 20

ISBN-13: 3638128105

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Seminar paper from the year 2002 in the subject Mathematics - Statistics, grade: 5 pkt (1-6: 1), Helsinki School of Economics (Haaga Instituuti), language: English, abstract: This paper will tell about the customer satisfaction in a café downtown Helsinki. The reason why we chose this particular research, started out with personal experience, or better the wish for improvement. Since we are interested in marketing we started approaching our own wishes in a marketer’s way, long before we were instructed to conduct this project. So we asked ourselves how we would do it better. But to get anywhere close to an answer, one needs to know about what other customers think, with what they might agree or disagree. So our second question was: how do people see it? Now, as we were assigned to this project, it seemed rather interesting to find out, if our own wishes first of all would be of significance compared to other customers. And secondly, to learn about how simple or difficult it would be for an owner or marketer of such an establishment, to find out about the needs for improvement from the customers point of view. The problem setting of this customer satisfaction survey is divided in four parts: The management needs to know whether the personnel are considered customer-service oriented. Further, how customers think about the place itself, the pricing and the products offered. The background of this work is the idea of how to obtain or improve a market position. In order to do so, it is vital to know about the market itself and the customers and their wishes. In this particular field, everything stands and falls with customer satisfaction. Therefore it is desirable to gain knowledge about the customers and their point of view. Although this is only a part of the marketing mix, which has to be considered for a healthy business, next to the knowledge about competition, in this field it might be the most important one.

The Measurement of Customer Satisfaction

The Measurement of Customer Satisfaction PDF

Author: David Willemsen

Publisher: GRIN Verlag

Published: 2011-02-17

Total Pages: 78

ISBN-13: 3640834283

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Research Paper (undergraduate) from the year 2010 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,0, RWTH Aachen University (Lehrstuhl Wirtschaftswissenschaften für Ingenieure und Naturwissenschaftler ), language: English, abstract: Only those companies that fully satisfy their customers will be able to maintain a top market position in the long run. Despite the fact that this rule has been known for a very long time, it has drastically gained in importance in the last years. The reasons are multifarious, but three main aspects can be named: the upswing of customer needs, exacerbating competition, and more complex market conditions. Rising customer demands can best be explained by a growing range of products competing against each other. In times of fierce competition, companies must deliver optimal products for the purpose of maintaining their competitiveness and strengthening their market positions. To ensure maximum customer loyalty, it is essential to know the status quo regarding the so called customer satisfaction and how consumer needs developed over time. This thesis presents the current state of research in the field of customer satisfaction measurement. In its macro-structure it can be divided into a theoretical and an empirical part. In the first one, the main measurement and calculation methods are described and discussed with focus on their capability to provide valid and reliable results concerning customer satisfaction. Chapter 2 sets the thematic framework by examining different conceptions of the formation of customer satisfaction. On this basis, a coarse presentation and categorization of prevalent measurement approaches is given. Not all of those approaches are up to today’s standard of providing valid and reliable measures. Hence, in Chapter 3, only the promising subset of those approaches is further analyzed. Those methods are critically analyzed and assessed with the help of the existing literature. Building on this, a holistic customer satisfaction measurement system is introduced. Subsequently, Chapter 4 addresses the issue of comparability of different customer satisfaction measures and represents the transition from the theoretical to a praxis-based empirical part. Chapter 4.1 focuses on challenges for obtaining comparable data in international measurements. A closer look is taken at the different national CSI models as well as a recently established uniform European approach. Furthermore, study results of individual countries and industries are examined for their similarities and differences. The thesis concludes with a summary of the most important findings and provides an outlook on future developments in the field of customer satisfaction research.

Factors Affecting Mobile Phone Brand Preference. Empirical Study on Sri Lankan University Students

Factors Affecting Mobile Phone Brand Preference. Empirical Study on Sri Lankan University Students PDF

Author: Mohamed Ismail Mohamed Riyath

Publisher:

Published: 2015-10-27

Total Pages: 16

ISBN-13: 9783668039681

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Research Paper from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, course: Management, language: English, abstract: This study gives an insight into the mobile market industry in Sri Lanka. Mobile phone manufactures and marketers are facing hyper competition in Sri Lanka as well as in the world mobile market. Mobile phone marketers should have a clear idea about the factors which are affecting the choice of mobile phones. In order to get more market share and win whole hard of the potential consumers and stakeholders they have to design, produce, communicate and promote the mobile phone in the best possible manner. This study aims to find out the factors which are affecting the choice of a particular mobile brand when a purchase decision is made with reference to Sri Lankan university students. The primary data was collected through an online-based questionnaire sent to randomly selected students who are following any program of study in universities island-wide. Descriptive statistics; mean and standard deviation are used to identify the factors which are affecting the mobile brand preference. Price, stylish appearances and perceived quality are found as very important factors on purchase decision when selecting a mobile phone brand.

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