Mahessar, Imtiaz Hussain and Keerio, Imran Khan and Ali Shah, Masoomi Hifazat and Shah, Asadullah and Rind, M Malook and Qureshi, Imran Ahmed and Luhana, Krishan Kumar (2023) A conceptual framework for determinants of customer satisfaction of fixed-line telecom services in Pakistan. In: 8th IEEE International Conference on Engineering Technologies and Applied Sciences (ICETAS 2023), 25th - 27th October 2023, Bahrain.
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Abstract
With the progression of communication technologies, there has been a decline in people's utilization of fixed-line telephones. It is essential to ascertain the fundamental causes underlying this phenomenon. There are numerous assumptions that service providers tend to favor their interests. Gaining an understanding of the factors that contribute to client satisfaction may require a significant investment of effort. Consequently, this study aims to ascertain the determinants that impact consumers' happiness with their fixed-line telecommunications service. In order to achieve the objectives of the research, a theoretical framework is presented whereby consumer satisfaction is considered the dependent variable. At the same time, responsiveness, perceived value, perceived service quality, and staff attitude are regarded as independent variables. The primary objective of this study is to ascertain the key factors that significantly influence Customer Satisfaction with Fixed-Line Telecom Services in Pakistan.
| Item Type: | Proceeding Paper (Plenary Papers) |
|---|---|
| Uncontrolled Keywords: | Fixed line telecom services; Customer Satisfaction Model; Pakistan. |
| Subjects: | T Technology > T Technology (General) > T10.5 Communication of technical information |
| Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): | Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology > Department of Information System Kulliyyah of Information and Communication Technology > Department of Information System |
| Depositing User: | Prof Asadullah Shah |
| Date Deposited: | 27 Dec 2023 08:32 |
| Last Modified: | 31 Jan 2024 14:43 |
| URI: | http://irep.iium.edu.my/id/eprint/109222 |
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