Determinants of Customer Satisfaction in the Mobile Telecommunications Service Industry

The mobile telecommunications service industry has become one of the most dynamic and vibrant industries in contemporary business context. phone plays an essential role by revolutionizing consumer behaviour creating a new fashion life. Identifying determinants customer satisfaction drawn greater interest among marketers due to vibrancy services severe competition industry. However, studies relation context Sri Lanka are scarce. Therefore, this study was conducted identify Lankan since identifying key is importance deliver effective remain subscribers satisfied. Accordingly, were selected as unit analysis study. A structured questionnaire administered, data collected from sample 722 subscribers. Structural Equation Modelling used analyse structural relationships results decisive, which will be interesting for providers who highly concerned about their indicate that perceived value, corporate image, trust, loyalty programmes, quality have significant positive impact on satisfaction. Service quality, identified study, dominant satisfying customers, highest