Demographic questions.

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.

本研究以新冠疫情后移动通信行业的客户满意度建模为核心主题。基于标准客户满意度模型，本研究针对移动通信行业的独有特征（涵盖市场集中度），开发了适配该领域的定制化模型。该模型以斯洛伐克市场为研究场景，采用结构方程模型（Structural Equation Modelling）方法构建。调研样本涵盖该市场所有移动运营商的客户群体。模型结果显示，企业形象与感知服务质量呈显著正相关，客户期望与感知服务价值呈显著负相关。但研究未能验证企业形象与客户忠诚度、以及客户期望与客户满意度之间的关联关系。由此可见，在后新冠疫情背景下，欧盟新兴经济体电信行业的客户满意度影响因素，与其他行业及其他经济体的影响因素存在显著差异。