The Effects of Telecommunication Service Quality Dimensions on Customer Satisfaction in Kathmandu Valley

Telecommunications have become a vital tool for the success of any business. The 21st-century telecommunication business has been described by hi-tech competition, which has brought attention to customer satisfaction. The study aimed to identify major influential dimensions that affect customer satisfaction. It was accompanied by a descriptive and causal research design and used a structured questionnaire as a survey instrument of the service quality (SERVQUAL) model. The population of this research covered all customers of the Telecommunication industry located at Kathmandu valley, and the sample considered 400 customers through convenience sampling techniques. The survey questionnaire was set in three sections with 38 questions of various types to collect data. The result showed a noteworthy strong positive relationship between service quality dimensions and customer satisfaction. It also revealed security was the major influential dimension of customer satisfaction, followed by tangibles, assurance, and empathy. The finding of the study helps all telecommunication industries to enhance service quality and develop a strategy to increase customer satisfaction and value. Hence, it infers that security, tangibles, assurance, and empathy increase the customer's satisfaction in telecommunications services. Overall service quality dimensions are commonly considered as crucial features of customer satisfaction.

Regional media platforms: Status, problems, prospects

The purpose of the article is to analyse the current state of regional media platforms, identify development problems and justify solutions. Methodology. General scientific methods are used in the research. Among them are generalizations, comparisons, statistical analysis – to analyse views of the scientists on the current state of providing regional media platforms, identify development problems and justify solutions. Results. In the process of analysing the current state of regional media platforms development, an increase in the number of business entities in Ukraine that provide information and telecommunications services (in 2010–2018 from 55,977 to 174,622 units) was revealed. In general, the increase was due to an increase in the number of information services and computer programming, consulting and related activities. Considering the field of publishing, film production, radio broadcasting and television broadcasting, it is necessary to state the fact that during the study period, the number of subjects decreased significantly. This trend is observed due to the reform implemented in these areas. The leaders of the reform process are Kirovohrad region, where 25 out of 28 print media and editorial offices have been reformed, Zhytomyr (24 out of 28), Khmelnytsky (23 out of 27), Mykolaiv (22 out of 26), Poltava (26 out of 31), Ternopil (16 out of 21) regions. Outsiders of the reform process are Kyiv, Lviv, Odesa, Dnipropetrovsk, Ivano-Frankivsk, Transcarpathian regions and the city of Kyiv. In particular, in Kyiv, according to the monitoring data, none of the 4 communal mass media was reformed, and in the Transcarpathian region, 3 out of 31 editions were reformed. The volume of sold products by enterprises of the type of economic activity “information and telecommunications” increased 3.8 times or by 200,727.1 million UAH. A significant increase in sales is observed in all areas, except for magazines and periodicals. This once again confirms our opinion that the majority of the population gets information from the Internet but not from print media. Therefore, the volume of sold products has decreased significantly. The main problems hindering the development of regional media platforms are presented. The main problems include: inadequate provision of the Internet access; low quality of traffic, content (no advertising market, no paid subscription) and fact-checking; the influence of the media founders on editorial policy; the dominance of hidden advertising. Practical meaning. These problems of media platforms will allow to form their development strategy. Prospects for further research. The study will substantiate the prospects for the development of regional media platforms in Ukraine.

A Study on Mobile Networks and Their Generations

The main purpose of this paper is to provide detailed and comprehensive research on the emergence of various cell phone manufacturing technologies in wireless communication. In this paper we focus on studying mobile generations from 1G to 5G and future mobile phones. The first generation has fulfilled the basic needs of the voice, and the second generation has delivered a high volume and a large amount of integration. The third generation included high-speed data transfer which gave its users a ‘mobile broadband experience’. The fourth generation will provide access to a variety of telecommunications services, including advanced mobile services, supported by mobile networks and fixed networks. We have compared all the mobile phones that have been created so far based on their technology.

Impact of Mobile Phone Services on the Traditional Telecommunication Services in India

Background/Purpose: Telecommunication is a principal element in the current technology-driven world. The impact of mobile phone services over traditional services is the key to India witnessing the Digital revolution. This paper highlights the mobile phone services that have impacted the traditional services and the digital penetration that has been observed in almost every sector. Design/Methodology/Approach: This study is mainly based on the data collected from secondary sources of information. The secondary data sources are from annual reports of the telecom sector and websites. It is an explorative research case study that shows the emergence of mobile phone services over traditional telephone services and performs PESTLE analysis. Findings/Result: Based on the study, India has moved into a digital population to a great extent through the advancements in technology and internet services through data packs and broadband connections. The mobile phone services along with the Telecom sector in India have played a crucial role in this transformation with connectivity, affordability, and technological change. Originality/Value: This paper analyzes and interprets the data collected from the past 10 years with respect to telecommunications services and mobile services in India. Based on the findings and their interpretation, new knowledge in the form of recommendations/suggestions is presented. Paper Type: Industry Analysis as a Research Case Study.

Corporate Reputation and Customer Satisfaction in the Telecommunication Industry in Nigeria

Despite the widespread belief that corporate reputation is a valuable intangible asset that helps firms to compete favourably in the telecommunication industry, the scientific evidence is deficient on how corporate reputation influence customer satisfaction in the study area. The study focused on the relationship between corporate reputation and customer satisfaction. The survey research design method was employed in the study. The research instrument was a validated structured questionnaire. The reliability of the questionnaire was estimated by assessing the internal consistency of the items representing each construct. Cronbach’s alpha was used to establish the reliability of the constructs. The correlation and multiple regression analyses were used in the study. The sample size of 135 respondents was administered with the questionnaire. The finding of the analyses revealed that trustworthiness (B = 0.251, P<.001); corporate social responsibility (B = 0.283, P<.001); credibility (B = 0.198, P<.001) and reliability (B = 0.219, P<.001) were respectively significant and exhibited significant positive effects on customer satisfaction. The major conclusion that emerged from the findings is that corporate reputation is a multifaceted construct whose dimensions have significant positive relationships with marketing performance outcome of customer satisfaction in the mobile telecommunications services industry. In the competitive context, managers should apply the dimensions of corporate reputation that is appropriate for their target segment and develop their customer satisfaction strategy.

Revisiting the Universal Service Obligation Scheme

In this Journal’s tradition of revisiting past papers which have relevance to today’s events, this article reminds us of the value of the paper “Better telecommunications services for all Australians.” (2015) by Reg Coutts. This paper makes five interrelated recommendations to replace the current Universal Service Obligation (USO) policy in Australia, given the NBN rollout and customer preference for mobile services anywhere anytime. Some of its recommendations were arguably taken up by the Productivity Commission’s Public Inquiry into the USO in 2016-17, and implemented by the Australian Government in the form of a new Universal Service Guarantee.

Competition In The Canadian Telecommunications Industry: Past, Present And Potential Ways Forward

<div>Undoubtedly, the Canadian telecommunications industry is at a critical juncture with respect to competition. Telecommunications services are becoming increasingly essential for Canadian citizens to effectively participate in the economy, democracy and society more broadly. As such, it is critical to explore the various policy mechanisms that can deliver all Canadians an affordable and high quality experience as mandated in section seven of the Telecommunications Act. The study focuses on potential ways to cultivate a meaningfully competitive telecommunications environment that can better represent public interest. Drawing on a litany of international and domestic regulatory decisions, both past and present, in conjunction with academic journals, Candian Radio-television and Telecommunication Commission (CRTC) regulatory proceedings and contemporary news articles, the paper demonstrates that the lack of meaningful competition in the Canadian telecommunications industry is limiting positive outcomes for Canadian citizens in regards to affordability, choice and coverage.</div>

Competition In The Canadian Telecommunications Industry: Past, Present And Potential Ways Forward

<div>Undoubtedly, the Canadian telecommunications industry is at a critical juncture with respect to competition. Telecommunications services are becoming increasingly essential for Canadian citizens to effectively participate in the economy, democracy and society more broadly. As such, it is critical to explore the various policy mechanisms that can deliver all Canadians an affordable and high quality experience as mandated in section seven of the Telecommunications Act. The study focuses on potential ways to cultivate a meaningfully competitive telecommunications environment that can better represent public interest. Drawing on a litany of international and domestic regulatory decisions, both past and present, in conjunction with academic journals, Candian Radio-television and Telecommunication Commission (CRTC) regulatory proceedings and contemporary news articles, the paper demonstrates that the lack of meaningful competition in the Canadian telecommunications industry is limiting positive outcomes for Canadian citizens in regards to affordability, choice and coverage.</div>

Policy Legacies from Early Australian Telecommunications

The purpose of this article on the policy legacies from Australia’s early telecommunications history is not to present a counterfactual to Australia’s choice of public monopoly provision of early telecommunications services, but rather to indicate the extent that politics limited the private sector’s role in deploying early telegraph and telephone infrastructure in Australia. The article begins by outlining a theoretical framework for analysing government’s role in deploying new telecommunications technologies, before investigating some of the less familiar literature on the historical impact of government intervention on the private sector in the early Australian telegraph and telephone industries. It then discusses some of the political issues relating to the subsequent liberalisation of the telecommunications industry in Australia and concludes with a discussion of the historical legacies of government intervention on the private sector in the Australian telecommunications industry.

Bundling and Consumer Churn in Telecommunications Markets

In this paper, we analyze how fixed-mobile (quadruple-play) bundling impacts the decision of consumers to churn telecommunications services. We use a database from an European operator of fixed and mobile telecommunications services which includes information about 9.6 million fixed broadband subscribers and 14.2 million mobile subscribers between March 2014 and February 2015. These data is combined with socio-demographic characteristics from each municipality in this country. We find that consumers who bundle fixed and mobile services from the same provider are less likely to churn. Without fixed-mobile bundling the annual churn of fixed broadband consumers would increase from 8.4 to 9.2%. Furthermore, the consumer churn in the mobile market would increase from 11.5 to 13.1%. We conclude that in the current competitive environment in the country considered, bundling has a moderate impact on consumer retention on both fixed and mobile networks.