DC FieldValueLanguage
dc.contributor.authorDrosos, Dimitrios-
dc.contributor.authorTsotsolas, Nikos-
dc.contributor.authorKyriakopoulos, Grigorios-
dc.contributor.authorArmenaka, Vasiliki-
dc.date.accessioned2024-04-05T10:43:06Z-
dc.date.available2024-04-05T10:43:06Z-
dc.date.issued2020-10-
dc.identifiergoogle_scholar-n4uym-MAAAAJ:NMxIlDl6LWMC-
dc.identifier.isbn978-618-85079-0-6-
dc.identifier.othern4uym-MAAAAJ:NMxIlDl6LWMC-
dc.identifier.urihttps://uniwacris.uniwa.gr/handle/3000/1815-
dc.description.abstractOver the last two decades mobile communications industry is considered as one of most important and rapidly growing sectors of the economy around the world. In Greece the mobile communications sector is considered as one of the most importantly developed sectors of the economy. At the end of 2018, the Industry turnover reached at 4.8 billion euros, while its contribution to Greece’s Gross Domestic Product (GDP) was 2.6%, showing a decreasing trend comparing to 2017. Customers’ satisfaction is one of the key components for the industrial development. Many researchers argue that there is a strong, positive relationship between customer satisfaction and business performance. The aim of this study is to examine the relationship between customers’ satisfaction from the three larger mobile companies participated in Greece (Cosmote, Vodafone and Wind) and the business performance of these companies. The reported customers’’satisfaction was analyzed with the Multicriteria Satisfaction Analysis (MUSA) method, which is considered as an aggregation–disaggregation approach developed on the qualitative analysis regression. The implementation of this survey was structured through the development of a web site questionnaire, addressing customers’ satisfaction of the aforementioned three mobile telecommunications companies. Comparable analysis of the relationship between business performance and customers’ satisfaction, it was deployed by using regression models and correlation coefficients. The research findings unveiled that customers’ satisfaction and business performance are positively related.en_US
dc.language.isoenen_US
dc.relation.ispartofBook of Proceedings of the 14th Balkan Conference on Operational Research (Virtual BALCOR 2020) "Operational Research in the Era of Digital Transformation and Business Analytics"en_US
dc.sourceProceedings of the XIV Balkan Conference on Operational Research (Virtual …, 2020-
dc.subjectCustomer satisfactionen_US
dc.subjectBusiness performanceen_US
dc.subjectMobile industryen_US
dc.subjectMulticriteria analysisen_US
dc.subjectMUSA methodologyen_US
dc.titleAn Examination of the Relationships between Customers’ Satisfaction and Business Performance: The Case of Greek Mobile Industryen_US
dc.typeConference Paperen_US
dc.relation.conference14th Balkan Conference on Operational Research (Virtual BALCOR 2020) "Operational Research in the Era of Digital Transformation and Business Analytics", 30 September - 3 October 2020, Thessaloniki, Greeceen_US
dc.relation.deptDepartment of Business Administrationen_US
dc.relation.facultySchool of Administrative, Economics and Social Sciencesen_US
dc.linkhttps://balcor2020.uom.gr/BALCOR_2020_Book_of_Proceedings.pdfen_US
dc.collaborationUniversity of West Attica (UNIWA)en_US
dc.subject.fieldSocial Sciencesen_US
dc.journalsOpen Accessen_US
dc.publicationPeer Revieweden_US
dc.countryGreeceen_US
local.metadatastatusverifieden_US
item.fulltextNo Fulltext-
item.grantfulltextnone-
item.openairetypeConference Paper-
item.languageiso639-1en-
item.cerifentitytypePublications-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.deptDepartment of Business Administration-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.facultySchool of Administrative, Economics and Social Sciences-
crisitem.author.orcid0000-0003-0059-9781-
crisitem.author.orcid0000-0003-4173-3780-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
crisitem.author.parentorgSchool of Administrative, Economics and Social Sciences-
Appears in Collections:Book Chapter / Κεφάλαιο Βιβλίου
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