Konferenzbeitrag
Residential mobile phone users complaints' in Spain
Consumer satisfaction is a key determinant of customer retention, profitability of operators, consumer welfare and a strategic variable for competition and international comparisons. Spain's mobile customer satisfaction is the lowest in the European Union according to recent EU studies (SMREC, 2013). Consumer complaints are numerous according to official statistics. In turn, consumer complaints (and how well they are dealt with) influence customer satisfaction and retention. This paper analyzes the determinants of the different types of complaints filed by residential consumers in Spain using the survey CIS (2009) and the report Ministerio de Industria (2012a). The first survey uses disaggregated information on 4,249 residential consumers while the report summarizes the complaints received by the Ministry of Industry's Telecommunications Customer Service Office. Econometric models are specified and estimated to quantify the effects. The results are used to characterize the profiles of typical complainers as well as the possible existence of a complaints divide due to income, age or education. Finally, policy recommendations are proposed to improve customer satisfaction and diminish the reasons for filing complaints.
- Language
-
Englisch
- Bibliographic citation
-
Series: 24th European Regional Conference of the International Telecommunications Society (ITS): "Technology, Investment and Uncertainty", Florence, Italy, 20th-23rd October, 2013
- Classification
-
Wirtschaft
Single Equation Models; Single Variables: Cross-Sectional Models; Spatial Models; Treatment Effect Models; Quantile Regressions
Consumer Economics: Empirical Analysis
Consumer Protection
Industrial Policy; Sectoral Planning Methods
Telecommunications
- Subject
-
consumer satisfaction
complaints
mobile phones
residential consumers
survey data
econometric models
- Event
-
Geistige Schöpfung
- (who)
-
Pérez-Amaral, Teodosio
Gijón, Covadonga
Garín-Muñoz, Teresa
López, Rafael
- Event
-
Veröffentlichung
- (who)
-
International Telecommunications Society (ITS)
- (where)
-
Calgary
- (when)
-
2013
- Handle
- Last update
-
10.03.2025, 11:44 AM CET
Data provider
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. If you have any questions about the object, please contact the data provider.
Object type
- Konferenzbeitrag
Associated
- Pérez-Amaral, Teodosio
- Gijón, Covadonga
- Garín-Muñoz, Teresa
- López, Rafael
- International Telecommunications Society (ITS)
Time of origin
- 2013
Other Objects (12)
Consumer complaint behavior in telecommunications: The case of mobile phone users in Spain
Contaminated complaints
Marriage, cohabitation and youth residential independence in Spain
Marriage, cohabitation and youth residential independence in Spain
Complaints against Penalosa
G I Complaints
Magistrat, complaints against
Implications of mandatory registration of mobile phone users in Africa
Implications of mandatory registration of mobile phone users in Africa
Context-aware phone mode adaptation – Approaches to Classify Phone Position and User Activity from Smartphone Sensor Data
Complaints against the archbishop
Complaints against the Chines
Consumer complaint behavior in telecommunications: The case of mobile phone users in Spain
Contaminated complaints
Marriage, cohabitation and youth residential independence in Spain
Marriage, cohabitation and youth residential independence in Spain
Complaints against Penalosa
G I Complaints
Magistrat, complaints against
Implications of mandatory registration of mobile phone users in Africa
Implications of mandatory registration of mobile phone users in Africa
Context-aware phone mode adaptation – Approaches to Classify Phone Position and User Activity from Smartphone Sensor Data
Complaints against the archbishop
Complaints against the Chines
Consumer complaint behavior in telecommunications: The case of mobile phone users in Spain
Contaminated complaints
Marriage, cohabitation and youth residential independence in Spain
Marriage, cohabitation and youth residential independence in Spain
Complaints against Penalosa
G I Complaints
Magistrat, complaints against
Implications of mandatory registration of mobile phone users in Africa
Implications of mandatory registration of mobile phone users in Africa
Context-aware phone mode adaptation – Approaches to Classify Phone Position and User Activity from Smartphone Sensor Data
Complaints against the archbishop