THE CUSTOMER SATISFACTION IN THE INDUSTRY OF MOBILE TELEPHONY IN KOSOVO

Abstract

Customer satisfaction is a concept whose basic construct is given a special importance in the past three decades. Customer satisfaction is one of the basic constructs of marketing. In the past, this concept didn't have added importance because many companies and service industries felt that the most important is the addition of customers than maintaining reliable or loyal customers. But today's managers have offered a completely different dimension to this essential aspect in the worldwide globalization.Companies today, especially those servicing and manufacturing qualify as targets with high operational priority. An increasingly competitive environment, service quality and customer satisfaction are key and critical points for corporations. Offering high quality services is closely linked to earnings, savings, cost and market. Modern companies should be in a high degree of awareness of the fact that dissatisfaction is equal to treason in the beginning as well as long term loss. A prerequisite for customer satisfaction is that the company should know the needs and expectations of their clients. The study aimed at investigating the overall customer satisfaction in the development of mobile telephony industry in Kosovo, factors that affect the level of satisfaction and the relationship between these factors and the changes in demography. The combination of network quality, billing, period of validity and supporting customers with telephone service shows average reports of customer’s satisfaction. Meanwhile through demographic data: age, gender, location and employment we see a difference about satisfaction.