Customer Satisfaction In The Mobile Communication Service Market:Expatriates In Shanghai

This research investigate to understand the factors linked to the satisfaction of in the mobile communication services market.Costumer satisfaction are important keys to the success in the mobile market.The main objectives are the study and analysis of China Mobile services perceived by expatriate’s users in Shanghai. Qualitative as well as quantitative information and data were collected from expatriate’s residents in Shanghai. The study includes activities related to improving service quality and enhancing the satisfaction of Shanghai China Mobile. One of the key challenges of mobile communication services is how to manage service quality, which is of significant importance for customer satisfaction. In order to get a better understanding of customer satisfaction, this research covers assorted literature regarding related subjects as:customer satisfaction, consumer behavior, customer loyalty, customer retention, and service quality, associated to each other with the intention of comparing the separated and combined characteristics. In addition, the purpose of this research is to rank the quality factors perceived to be important in relation to the use of China Mobile’s communication services.Based on the aspects enumerate above, the research aims to meet the following articulations: First of all, this study unfolds research background and motives, questions related to this study and the research process.Second, this thesis contains a various literature review regarding customer satisfaction, service quality, consumer behavior, customer retention, and the interaction between these factors. And covers research approach, framework, hypotheses, and data collection within the users of Shanghai China Mobile.Finally, the study focused on an empirical study about expatriate’s people using Shanghai China Mobile and their satisfaction level, and summarizes the main results of this study, gives a further research orientation and directions, as well as different suggestions to improve China Mobile’s customer satisfaction.The findings of this research are not only useful to the telecommunications Companies operating in China’s telecom market, also useful to party who wants to understand China mobile market’s Customer Satisfaction Particularly, this study aims at identifying the most important factors for providing a more complete and consistent satisfaction level to China Mobile’s expatriate users.