Biblioteca de la Universidad Complutense de Madrid

Satisfaction and protection of individual mobile telecommunications consumers

Impacto



Gijón Tascón, Covadonga y Garín-Muñoz, Teresa y Pérez Amaral, Teodosio y López Zorzano, Rafael (2012) Satisfaction and protection of individual mobile telecommunications consumers. [ Documentos de Trabajo del Instituto Complutense de Análisis Económico (ICAE); nº 21, 2012, ] (No publicado)

[img] PDF
Creative Commons License
Esta obra está bajo una licencia de Creative Commons: Reconocimiento - No comercial.

500kB

URL Oficial: http://eprints.ucm.es/16610/




Resumen

The focus of this paper is to measure customer satisfaction among private individual consumers of mobile telecommunications in Spain and the factors associated with this. Two novelties found in this paper are a focus on individual consumers and the usage of rich data to convey high quality statistical information. Our data allow us to discriminate by operator, region of residence (Autonomous Regions and provinces), gender, age, and educational level, among others. Specifically, we formulate relationships between different aspects of satisfaction and its determinants. We specify econometric models and estimate them using survey data on 4,953 individual consumers. Our results indicate that customers are less satisfied with larger carriers like Movistar and Vodafone, and are more satisfied with smaller and newer operators. We also measure the contribution of each of the aspects of satisfaction to the overall satisfaction by specifying individual equations for each one of them and estimating the importance of each of its determinants. Complaints about billing, difficulty in obtaining the required information and coverage are the major contributors to consumer (dis)satisfaction.


Tipo de documento:Documento de trabajo o Informe técnico
Información Adicional:

JEL Classifications: C21, D12, L52, L96.

Palabras clave:Consumer satisfaction, Consumer protection, Mobile telecommunications, Individual private consumers, Survey data, Econometric models.
Materias:Ciencias Sociales > Economía > Econometría
Título de serie o colección:Documentos de Trabajo del Instituto Complutense de Análisis Económico (ICAE)
Volumen:2012
Número:21
Código ID:16610
Referencias:

Álvarez, O. and F. Caballero (1995), Liberalización del mercado europeo de servicios de telecomunicaciones: evaluación de la adaptación de España al nuevo entorno competitivo. Papeles de Economía Española, 63, 252-268. ISSN 0210-9107.

Anderson, E. W. and C. Fornell (2000), Foundations of the American Customer Satisfaction Index. Total Quality Management, 11, 7, 869-882. ISSN 0954-4127 Taylor & Francis Ltd.

CIS, Centro de Investigaciones Sociológicas (2009) Satisfacción de Usuarios de Servicios de Telecomunicación. Estudio 2797, March - April.

Davies, J., Howell, B. and V. Mabin (2008), Telecommunications Regulation, Regulatory Behavior and its Impact – A Systems View. Communications & Strategies, 70, 145-167.

Dedrick, J., Kraemer, K.L. and G. Linden (2011), The distribution of value in the mobile phone supply chain. Telecommunications Policy, 35, 6, 505-521.

Diehl, K.A. (2010), Telecommunications companies: One meeting with any competitor is enough to violate the EU's competition laws and result in fines. Telecommunications Policy, 34, 4, 248-250.

Eicker, F. (1967), Limit Theorems for Regressions with Unequal and Dependent Errors, Proceedings of the Fifth Berkeley Symposium on Mathematical Statistics and Probability 1, 59–82. Berkeley: University of California Press.

García Zaballos, A. and A. Escribano (2002), Evolución de la estructura de mercado de las telecomunicaciones en España. Economistas, 20, 91, 336-344. ISSN 0212-4386.

Garín-Muñoz, T., Pérez Amaral, T., C. Gijón and R. López (2012), Customer Satisfaction of Mobile Internet users: An empirical approximation to the case of Spain. Universidad Complutense de Madrid. Mimeo.

González, P., García Zaballos, A. and A. Escribano (2003), Análisis económico de las telecomunicaciones en España: fortalezas y debilidades. Información Comercial Española, ICE: Revista de economía, 808, 71-103. ISSN 0019-977X.

Hardie, N. and P. Walsh (1994) Towarsd a better understanding of quality. International Journal of Quality &Reliability Management, 11, 53-63.

Herguera, I. (2001), Un análisis de la situación del sector de las telecomunicaciones en España: aspectos regulatorios y de competencia. Ekonomiaz: Revista vasca de economía, 46, 154-181. ISSN 0213-3865.

Jarillo, J.C. (1995), Empresas multinacionales y telecomunicaciones. Economía Industrial, 303, 121-127. ISSN 0422-2784.

Karacuka, M., Haucap, J. and U. Heimeshoff (2011), Competition in Turkish mobile telecommunications markets: Price elasticities and network substitution. Telecommunications Policy, 35, 2, 202-210.

Ladhari, R. (2009) A review of twenty years of SERVQUAL research. International Journal of Quality and Service Sciences, 1(2), 172-198.

Lam, P-L. and A. Shiu (2010), Economic growth, telecommunications development and productivity growth of the telecommunications sector: Evidence around the world. Telecommunications Policy, 34, 4, 185-199.

Lee, Y.-C. (2011), Competitive relationships between traditional and contemporary telecommunication services in Taiwan. Telecommunications Policy, 35, 543-554.

Lescop, D. and T. Isckia (2010), (Re)shaping the Mobile Sector: the Breaker, the Trojan and… the Shopping Malls. Communications & Strategies, 78, 161-169.

López, R., Pérez Amaral, T., Garín-Muñoz, T. and C. Gijón (2012), Service quality and asymmetric information in mobile telecommunications: a game theoretical approach to consumer protection. Universidad Complutense de Madrid. Mimeo.

Ono, S. and P. Tang (2010), The role of mobile handsets in advanced network service evolution: Evidence from Japan. Telecommunications Policy, 34, 8, 444-460.

Osa, J. (2001), El futuro en la regulación de las telecomunicaciones Unión Europea y España. Economía Industrial, 337, 67-74.

Palcic, D. and E. Reeves (2010), Organizational status change and performance: The case of Ireland's national communications operator. Telecommunications Policy, 34, 5-6, 299-308.

Papke, L. E. (1998), How are participants investing their accounts in participant-directed individual account pension plans? American Economic Review, 88, 212-216.

Parasuraman, A., Zeithaml, V.A., and Berry, L.L. (1985) A conceptual model of service quality and its implications for future research. Journal of Marketing. 49, 41-50.

Peel, M.J., Goode, M.M.H. and L.A. Moutinho (1998), Estimating consumer satisfaction: OLS versus Ordered Probability Models, International Journal of Commerce & Management, 8, 2, 75-93.

Renda, A. (2010), Competition-regulation interface in telecommunications: What's left of the essential facility doctrine. Telecommunications Policy, 34, 1-2, 23-35.

Song, J-D. (2010), Various wholesale price equilibria for mobile virtual network operators. Telecommunications Policy, 34, 10, 633-648.

Soto, J., Pérez, J. and C. Feijóo (2003), Veinticinco años de la sociedad de la información en España: evolución tecnológica, globalización y políticas públicas. Economía Industrial, 349-350, 63-82. ISSN 0422-2784.

Symeou, P.C. (2011), Economy size and performance: An efficiency analysis in the telecommunications sector. Telecommunications Policy, 35, 5, 426-440.

White, H. (1980), A Heteroskedasticity-Consistent Covariance Matrix Estimator and a Direct Test for Heteroskedasticity, Econometrica 48, 817–838.

Wooldridge, J. (2010), Econometric Analysis of Cross Section and Panel Data, 2nd Edition, MIT Press, Cambridge, Massachusetts.

Zhang, J. and X.-J. Liang (2011), Business ecosystem strategies of mobile network operators in the 3G era: The case of China Mobile. Telecommunications Policy, 35, 2, 156-171.

Depositado:10 Oct 2012 11:36
Última Modificación:09 Ene 2014 11:45

Sólo personal del repositorio: página de control del artículo