Customer satisfaction and recommendation behaviour: the case of MTN in Iran
by Masoud Karami; Somaye Maleki; Keyvan Tajeddini; Maryam Hejazinia; Shiva Rasoulian
Middle East J. of Management (MEJM), Vol. 1, No. 3, 2014

Abstract: The main purpose of this research is to investigate whether there is a relationship between mobile subscribers' satisfaction and recommendation behaviour. To examine this association, multiple regressions were used; also, both exploratory and confirmatory factor analyses were undertaken to represent a scale measuring subscribers' satisfaction and recommendation behaviour. Furthermore, the impact of perceived value, interactivity and ease of use on subscribers' satisfaction was examined. The results revealed the impact of subscribers' satisfaction on recommendation behaviour of Iranian consumers. The context in which the study was conducted was Iran, using MTN-Irancell and Hamrah-e-Avval (MCI) subscribers as the sample.

Online publication date: Tue, 17-Jun-2014

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the Middle East J. of Management (MEJM):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com