The satisfaction and loyalty of Czech mobile operators' customers

dc.contributor.authorStromská, Kristýna
dc.contributor.authorWaliszewská, Lucie
dc.contributor.editorMartinčíková Sojková, Olga
dc.date.accessioned2025-02-19T09:59:59Z
dc.date.available2025-02-19T09:59:59Z
dc.date.issued2024
dc.description.abstract-translatedThe mobile operator market is in most cases a saturated market with a small number of providers, many of which operate globally. They often compete for individual customers, who tend to be dissatisfied and are eager to change their provider if they get better prices and conditions. It is therefore important to have an overview of the factors that clients are satisfied with and where improvements need to be made for customers to remain loyal. The aim of this article is to evaluate satisfaction and loyalty of Czech mobile operators’ customers, namely T-Mobile, O2, Vodafone, and the mobile virtual network operators. The quantitative research was used to collect the primary data, namely the panel research with the sample size of 1 000 respondents with age and gender quotas based on the population structure including individual operators' market share quotas. The data was analysed using the IBM SPSS statistics software. Respondents were expressing their agreement with 31 statements regarding the satisfaction and loyalty measurement, including the identification of the biggest switching barriers and the competitor’s attractiveness level. Customers of each provider were finally compared in terms of their satisfaction and loyalty including other behavioural characteristics such as product portfolio or monthly expenditure.en
dc.description.sponsorshipThis paper was created within the project Students Grant Project (SGS) Analysis of mediators and outcomes of consumer behaviour on B2C market. Project registration number: SP2024/094.en
dc.format11 s.cs
dc.format.mimetypeapplication/pdf
dc.identifier.isbn978-80-261-1271-6
dc.identifier.urihttp://hdl.handle.net/11025/58294
dc.language.isoenen
dc.publisherFaculty of Economics University of West Bohemiaen
dc.rights© Authors of papersen
dc.rights.accessopenAccessen
dc.subjectspokojenostcs
dc.subjectloajalitacs
dc.subjectmobilní operátořics
dc.subjectčeský trhcs
dc.subjectspotřebitelské chovánícs
dc.subject.translatedsatisfactionen
dc.subject.translatedloyaltyen
dc.subject.translatedmobile operatorsen
dc.subject.translatedCzech marketen
dc.subject.translatedconsumer behaviouren
dc.titleThe satisfaction and loyalty of Czech mobile operators' customersen
dc.typekonferenční příspěvekcs
dc.typeconferenceObjecten
dc.type.statusPeer revieweden
dc.type.versionpublishedVersionen
local.files.count2*
local.files.size649258*
local.has.filesyes*

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