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@article{2272279,
author = {Suchánek, Petr and Sobota, Radovan},
article_location = {SLOVAKIA},
article_number = {1},
doi = {http://dx.doi.org/10.12776/QIP.V27I1.1818},
keywords = {customer satisfaction; smartphones; hardware and software; design; image},
language = {eng},
issn = {1335-1745},
journal = {QUALITY INNOVATION PROSPERITY-KVALITA INOVACIA PROSPERITA},
title = {Modelling Customer Satisfaction of Smartphones in the Czech Republic},
url = {https://www.qip-journal.eu/index.php/QIP/article/view/1818/1365},
volume = {27},
year = {2023}
}
TY - JOUR
ID - 2272279
AU - Suchánek, Petr - Sobota, Radovan
PY - 2023
TI - Modelling Customer Satisfaction of Smartphones in the Czech Republic
JF - QUALITY INNOVATION PROSPERITY-KVALITA INOVACIA PROSPERITA
VL - 27
IS - 1
SP - 119-141
EP - 119-141
PB - TECHNICAL UNIV KOSICE
SN - 13351745
KW - customer satisfaction
KW - smartphones
KW - hardware and software
KW - design
KW - image
UR - https://www.qip-journal.eu/index.php/QIP/article/view/1818/1365
N2 - Purpose: The goal of this paper is to model customer satisfaction of smartphone select manufacturers in the Czech Republic (CR). Furthermore, the paper aims to model the factors which affect customer satisfaction of the smartphone. Methodology/Approach: A questionnaire was sent to 1,063 respondents in CR to collect data. Using structural equation modelling, relationships between factors of customer satisfaction within three models of customer satisfaction of select smartphone manufacturers were modelled. Findings: Effects of all investigated factors of customer satisfaction were verified, as well as all items which constituted the factors. Additionally, the functioning of the factor of total satisfaction with dimensions of general satisfaction and price tolerance was verified. Research Limitation/Implication: The research is limited by its focus exclusively CR, the number of manufacturers included in the research is rather low and small number of factors and items included in those factors. Originality/Value of paper: The models differed from each other in terms of the strength and direction of the relationships between the factors, which has implications for these recommendations. In general, each manufacturer has its own strengths and weaknesses (factors) that affect customer satisfaction with its product. Individual manufacturers can increase customer satisfaction by strengthening the positive factors or by learning from their competitors and eliminating or improving the factors that currently affect customer satisfaction negatively.
ER -
SUCHÁNEK, Petr and Radovan SOBOTA. Modelling Customer Satisfaction of Smartphones in the Czech Republic. \textit{QUALITY INNOVATION PROSPERITY-KVALITA INOVACIA PROSPERITA}. SLOVAKIA: TECHNICAL UNIV KOSICE, 2023, vol.~27, No~1, p.~119-141. ISSN~1335-1745. Available from: https://dx.doi.org/10.12776/QIP.V27I1.1818.
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