The customer satisfaction model in the mobile telecommunications sector after Covid-19 pandemic

The subject of this paper is modeling customer satisfaction in the
mobile telecommunication industry following the Covid-19 pandemic. Based
on standard customer satisfaction models, a specialized model tailored
for the mobile telecommunication industry has been developed to account
for its unique characteristics, including market concentration. This
model was created within the Slovakian context using the Structural
Equation Modelling method. The respondents were customers of all mobile
operators in this market. The model revealed a positive relationship
between image and perceived service quality and a negative relationship
between customer expectations and perceived service value. However, it
was not possible to demonstrate a relationship between image and
customer loyalty or between customer expectations and customer
satisfaction. Therefore, it seems that the factors influencing customer
satisfaction in the telecommunications sector of an emerging EU economy
differ from those in other sectors and economies in the post-Covid-19
context.<br>