How to cite this paper
Mohafez, H., Mirabi, V & Kheyri, B. (2012). Effective factors on mobile phone customer satisfaction.Management Science Letters , 2(3), 1011-1016.
Refrences
Anderson, E.W., Fornell, C., & Lehmann, D.R. (1994). Customer Satisfaction, Market Share and Probability: Finding from Sweden. Journal of Marketing, 58, 53-66.
Andreassen, T.W., & Lindestad, B. (1998). Customer Loyality and Complex Services. International Journal of Service Industry Management, 9, 7-23.
Aydin, S., & Ozer, J. (2005). National customer satisfaction index. Marketing Intelligence and Planning, 23(5), 486-504.
Ball, D., Coelho, P.S., & Mach?s, A. (2004) The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272 – 1293
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V.A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7-27.
Bruhn and Grund (2000). Theory, development and implementation of national customer satisfaction indices (SWICS). Total Quality Management, 11(7), 1017-1028.
Chan, L.K., Hui, Y.V., Lo, H.P., Tse, S.K. Tso, G.K., & Wu, M.L. (2003). Consumer Satisfaction Index. European Journal of Marketing, 872-909.
Ekl?fa, J.A., & Westlund, A.H. (2002). The pan-European customer satisfaction index programme-current work and the way. Total Quality Management, 13(8), 1099-1106.
Fornel, (1992). A national customer satisfaction barometer. Journal of Marketing, 56(1), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18.
Hagg, G., & Jonsson, N. (2009). Branding Strategy Among The Swedish Bank – The micro Company Perspective. Master of Science thesis, University Hogskolan I Halmstad/ Sektionen for Ekonomi och Teknik.
Hellier, P.K., Geursen, G.M., Carr, R.A. & Rickard, J.A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762-1800.
Hsu, S.H., Chen, W.H., & Hsueh, J.T. (2006). Application of customer satisfaction study to derive customer knowledge. Total quality management, 17(4), 439-454.
Sattari, Setayesh (2007). Application of disconfirmation theory on customer satisfaction determination model in mobile telecommunication. Master Thesis, Continuation Courses Marketing and e-commerce, Lule? University of Technology, 16-42.
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30, 314-331.
Vilares, S.A., & Coelho, A. (2003). The employee-customer satisfaction Chain in the ECSI model. European Journal of Marketing, 37(11/12), 1703-1722.
Wang, Y., Lo, P.H., & Yongheng, Y. (2004). An integrated framework for customer value and customer –relationship management. Managing Service Quality, 169-182.
Andreassen, T.W., & Lindestad, B. (1998). Customer Loyality and Complex Services. International Journal of Service Industry Management, 9, 7-23.
Aydin, S., & Ozer, J. (2005). National customer satisfaction index. Marketing Intelligence and Planning, 23(5), 486-504.
Ball, D., Coelho, P.S., & Mach?s, A. (2004) The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272 – 1293
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V.A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30, 7-27.
Bruhn and Grund (2000). Theory, development and implementation of national customer satisfaction indices (SWICS). Total Quality Management, 11(7), 1017-1028.
Chan, L.K., Hui, Y.V., Lo, H.P., Tse, S.K. Tso, G.K., & Wu, M.L. (2003). Consumer Satisfaction Index. European Journal of Marketing, 872-909.
Ekl?fa, J.A., & Westlund, A.H. (2002). The pan-European customer satisfaction index programme-current work and the way. Total Quality Management, 13(8), 1099-1106.
Fornel, (1992). A national customer satisfaction barometer. Journal of Marketing, 56(1), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18.
Hagg, G., & Jonsson, N. (2009). Branding Strategy Among The Swedish Bank – The micro Company Perspective. Master of Science thesis, University Hogskolan I Halmstad/ Sektionen for Ekonomi och Teknik.
Hellier, P.K., Geursen, G.M., Carr, R.A. & Rickard, J.A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12), 1762-1800.
Hsu, S.H., Chen, W.H., & Hsueh, J.T. (2006). Application of customer satisfaction study to derive customer knowledge. Total quality management, 17(4), 439-454.
Sattari, Setayesh (2007). Application of disconfirmation theory on customer satisfaction determination model in mobile telecommunication. Master Thesis, Continuation Courses Marketing and e-commerce, Lule? University of Technology, 16-42.
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30, 314-331.
Vilares, S.A., & Coelho, A. (2003). The employee-customer satisfaction Chain in the ECSI model. European Journal of Marketing, 37(11/12), 1703-1722.
Wang, Y., Lo, P.H., & Yongheng, Y. (2004). An integrated framework for customer value and customer –relationship management. Managing Service Quality, 169-182.