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The Relationship between consumer behavior and customer satisfaction: a market study of GSM pre-paid cards

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The primary purpose of this research paper is to study whether the consumer behavior will influenced customer satisfaction for GSM user. The secondary purpose is to learn the main factors in consumer behavior that would influence purchasing decision. Since the key topic in this research is about customer satisfaction which is subjective, non-quantitative state, measurement would not be exact and will require sampling and statistical qualitative analysis. But to know the general information and some characteristics of the respondents this research will also indicate some quantitative analysis. After doing the research, the author find that all consumer behavior variables are involve in purchasing decision although there are negative relationship in product knowledge and involvement variables. There is also a relationship between consumer behavior and customer satisfaction. As for conclusion, GSM providers should increase their consumer's affection of attitude and intention if they want to improve their sales, since these variables shows the highest number. For consumer satisfaction, GSM providers have to be more concern about their tangible, empathy and assurance aspects because product perceived performance did not matches the buyer's expectation.

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Availability

B00357

(wh)

Available

Detail Information

Series Title

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Call Number

357

Publisher

: Swiss German University., 2008

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

IBA

Specific Detail Info

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Statement of Responsibility

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