Empirical Study of Factors Affecting The Value of Telecom Services: Exploring Telecom Services Value Model
Ključne besede:
vrednost, vrednost za stranko, zadovoljstvo strank, faktorska analizaPovzetek
V raziskavi sta bila proučena razvoj in spreminjanje opredelitve vrednosti za stran- ke na področju telefonskih operaterjev v Indiji. Usmerjena je bila v uporabnike mo- bilnih telefonov, ki so zamenjali mobilnega operaterja. V raziskavi je bilo ugotovlje- no, da je bila do nedavnega cena telefonskih klicev in SMS-sporočil prevladujoči dejavnik zadovoljstva strank, v zadnjem času pa postajata prevladujoča dejavni- ka zadovoljstva strank povezljivost z omrežjem in značilnosti programov ponudbe. V članku predlagamo vrednostni model mobilnih operaterjev in analiziramo njegove vplive.
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