Exploring the digital capital of mobile phone service websites by the user's perspective

This paper reports on a recently concluded empirical study into the development of Wireless E9-1-1 (emergency service) in Canada that initially focussed on privacy concerns raised in the context of an emerging location based service (LBS) for mobile phone users. In light of existing regulatory arrangements this paper concludes that in Canada the emerging Wireless E9-1-1 system establishes a reasonable level of protection for the privacy rights of mobile phone users who choose to contact emergency services. However, an important and surprising issue was raised in the proceedings regarding the obligation of wireless service providers offering prepaid mobile phone service to obtain verifiable subscriber records from their customers. This paper provides details regarding the issue and contributes a number of points to an emerging debate concerning the right to anonymity for customers who elect to use prepaid or other services provided over commercial networks.

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The role of perceived quality and satisfaction in explaining customer brand loyalty: mobile phone service in Jordan

International Journal of Business Innovation and Research ◽

10.1504/ijbir.2013.054848 ◽

2013 ◽

Vol 7 (4) ◽

pp. 393 ◽

Cited By ~ 2

Author(s):

Sulieman Ibraheem Shelash Al Hawary

Keyword(s):

Mobile Phone ◽

Brand Loyalty ◽

Perceived Quality ◽

Phone Service

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mobile phone service

10.1007/springerreference_19034 ◽

2011 ◽

Keyword(s):

Mobile Phone ◽

Phone Service

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A Study on Customer Profiling of Mobile Phone Service Providers in Emerging Markets — Case of Kolkata, India

Management and Labour Studies ◽

10.1177/0258042x0903400403 ◽

2009 ◽

Vol 34 (4) ◽

pp. 488-517

Author(s):

Shibashish Chakraborty ◽

Kalyan Sengupta

Keyword(s):

Service Quality ◽

Mobile Phone ◽

Urban Poor ◽

Consumer Satisfaction ◽

Service Providers ◽

Multivariate Techniques ◽

Future Expectations ◽

Functional Quality ◽

Networking Tool ◽

Phone Service

India is considered to be one of the fastest growing markets for mobile phones. The National target plan was to have a 250 million subscriber base by December 2007 (DOT Annual report 2006–2007). Primarily, which was a mode of fashion and status in the urban rich of the society, is fast changing its role as a convenient networking tool and penetrating in to all parts of the society including urban poor and even to rich rural class. Mobile phone service providers play a major role in satisfying needs of customers. It is becoming increasingly important for the companies to understand the changing customers' need, attitude and behaviour towards mobile phone services in order to compete efficiently which may lead to higher market share. Past researches focused extensively on measuring consumer perception of quality and determinants of service quality (Parasuraman et al., 1988, etc.). Cronin and Taylor (1992, 1994) have investigated the conceptualization and measurement of service quality and suggested relationships among service quality, consumer satisfaction and purchase intentions. It was Gronroos in 1990, who mentioned about importance of flexibility as one of the determinants of service quality, which may be considered as extremely valuable determinant in the face of future expectations from mobile phone service providers. The objective of the present study was to understand the nature and importance of generic requirements, functional quality, flexibility, and price which may generate satisfaction in the minds of customers of mobile phone service providers. A survey was conducted with a sample of 277 respondents from the city of Kolkata, where 19 items were selected to measure their importance and attitudes towards the current brand of service providers. Suitable multivariate techniques were applied to infer important determinants of customer satisfaction and possible segmentations.

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