Building a Customer Value Model in Mobile Communication Business
نویسندگان
چکیده
Communication services are currently confronted with large changes due to the price erosion of services and entering new service providers. The gap is filled with different services that are hoped to be successful in the near future. The problem, however, is that firms do not necessarily know what their customers value. One solution to the problem is building a customer value model. This paper applies the Delphi method to formulating the customer value model which is implemented by using the Analytic Hierarchy Process. The result is a model for understanding customer value preferences which includes the relative value preferences of the value elements and their attributes, the preference profiles for deeper segmentation of customers, and finally the performance analysis of the case systems.
منابع مشابه
پژوهشی در تأثیرگذاری ارزش پیشنهادی حوزه واسط مشتری، جهت طراحی مدل کسب و کار همراه با رویکرد BMO
Mobile commerce business models will be beneficial for customers if the proposed services include service usage at any location, ability to localize/personalize and comfort in using services. The objective of this research is to explain mobile commerce and design business model in customer interface and product using Osterwalder business model anthology. Hence, this research aims to design and ...
متن کاملSatisfaction towards Customer Loyalty in Auto-Mobile Industry of Pakistan
This study investigates the factors affecting the brand loyalty of the customers of Auto-mobile industry in region of Pakistan with the use of ECSI model. A well-organized structured questionnaire was distributed among the customers of Auto-mobile industry. The questionnaire was based on 5 Point likert-type scale. Results show that the customer expectations have a direct positive impact on perc...
متن کاملProviding a Multidimensional Measurement Model for Assessing Mobile Telecommunication Service Quality (MS-Qual)
Because of the need to develop specific measurement scales for different services industries, this study aimed to empirically develop a reliable and valid model specifically for measuring mobile telecommunication service quality. A multidimensional measurement model (MS-Qual) has been proposed based on an extensive literature review and then, to assess the model validity, convergent and discrim...
متن کاملMobile Banking Service Quality and Customer Satisfaction (Application of SERVQUAL Model)
This research aimed at applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...
متن کاملPresenting a Model of Customer Experience Management in Mobile Banking Industry for Commercial Banks Customers in Dubai
The current research has been conducted to provide a model for customer experience management in the mobile banking industry for customers of commercial banks in Dubai. An explorative mixed methods research (qualitative and quantitative) was used in the research. Data were gathered in both qualitative phase (based on grounded theory) and quantitative phase (based on cross-sectional survey metho...
متن کامل