The causes of customer satisfaction in telecommunication service: An empirical study

This study intends to identify and empirically test the antecedents of customer satisfaction and loyalty in Chinese telecommunication services. We conducted two studies. In the first study, we utilized an in-depth interview method to obtain variables to be used in the second part of the study. In the second study, we investigated the relationship between these factors obtained in study one and customer satisfaction, empirically. The results suggest that customer perceptions about 5 attributes of telecom service are key factors influencing customer satisfaction. Implications for research and practice are discussed.