Efficiency analysis of controls in EDI applications
Information and Management
Using a multi-criteria decision making approach to evaluate mobile phone alternatives
Computer Standards & Interfaces
The impact of price decreases on telephone and cell phone diffusion
Information and Management
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
Application of DEA in analyzing a bank's operating performance
Expert Systems with Applications: An International Journal
Expert Systems with Applications: An International Journal
Efficiency measurement and ranking of the tutorial system using IDEA
Expert Systems with Applications: An International Journal
Evaluating the influence of E-marketing on hotel performance by DEA and grey entropy
Expert Systems with Applications: An International Journal
Do all people enjoy the benefits from technology innovation?
HCI'13 Proceedings of the 15th international conference on Human-Computer Interaction: users and contexts of use - Volume Part III
International Journal of Business Information Systems
A methodology to map customer complaints and measure customer satisfaction and loyalty
Service Oriented Computing and Applications
Hi-index | 12.05 |
The concept of customer satisfaction and loyalty (CS&L) has attracted much attention in recent years. A key motivation for the fast growing emphasis on CS&L can be attributed to the fact that higher customer satisfaction and loyalty can lead to stronger competitive position resulting in larger market share and profitability. Using a data envelopment analysis (DEA) approach, in this study we analyzed and compared CS&L efficiency for mobile phone brands in an emerging telecommunication market, Turkey. The constructs of European Customer Satisfaction Index (ECSI) model are treated and used as input and output indicators of our DEA model. Drawing on the perceptual responses of 251 mobile phone users, the DEA models reveal that from the top six mobile phone brands in Turkey, Nokia features as the most efficient brand followed by LG and Sonny Ericsson in terms of CS&L efficiency, while Motorola, Samsung and Panasonic rank as the least efficient brands.