دانلود رایگان مقاله رضایت مشتریان کسب و کار از خدمات تلفن همراه و اینترنت در اسپانیا

abstract

Lately there has been a growing debate on the differences between business and residential telecom consumers. Yet, evidence on these differences is lacking. This study partially fills this gap by econometrically analyzing the drivers of satisfaction with mobile and fixed internet services for business clients in Spain. The results reveal that the factors that drive satisfaction for micro-enterprises and residential customers are similar, but the drivers of satisfaction for small and medium-sized enterprises (SMEs) are distinct. For example, alternative DSL operators outperform the incumbent for micro-enterprises, but not for SMEs. Overall, for both fixed internet and mobile services, operators with small market shares perform better than the incumbent, and business clients’ satisfaction levels increase when they perceive that they can switch operators. Finally, subscribing to mobile and fixed bundles and dealing only with one telecom operator increase SMEs’ satisfaction

4. Conclusions

This study has revealed several drivers of Spanish enterprises’ satisfaction with their telecommunications services, identifying the similarities and differences between such drivers for two types of activities (fixed internet and mobile services) and between micro-enterprises and SMEs.The availability of enough supply alternatives (i.e., the perception of competition in the market) is a key driver for all the satisfaction variables for companies of all sizes. For micro-enterprises, the relationship between expenditure and overall satisfaction differs between mobile service (U form) and fixed internet service (an inverse U form). For low values of expenditure, increasing expenditure for internet may improve the quality of access (more speed, more capacity, and others), but increases in expenditure for mobile services can bring only limited improvement because the services contracted are usually homogeneous (voice and SMS).