Samsung Galaxy SIII

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Samsung Galaxy SIII

This section provides the summary of results that were obtained from the interview transcripts of this research. Each statement represents a trend or general concepts proposed by one or more practitioners in answer to open-ended questions.

4.1 Five main components of customer satisfaction in telecom industry

The development of Samsung SIII features must be oriented to cover as many potential customers as possible. A massive approach demands national infrastructure in terms of network coverage, marketing and sales resources. New services with massive target have the opportunity to get critical mass in a short period of time and to get good sales performance. This situation helps to promote the new service and also to create economics of scale to be very aggressive with tariffs. This strategy is especially effective in regions where potential customers have low incomes as occurs in Samsung SIII markets (Felton 2007).

4.1.1 Independent sample t-test

The T value is 3.796 and the degree of freedom is 10. There is significant difference between the groups (the significance is less than 0.05). Therefore it can be said that there is Samsung can increase customer satisfaction by providing quality service and new features to the phone.

T-test for equality of means

t

df

Sig. (2-tailed)

Mean Difference

Std. Error Difference

95% Confidence Interval of the Difference

 

 

 

 

 

Lower

Upper

3.796

10

0.004

0.117

3 073E-02

4.819E-02

0.185

3.796

9.966

0.004

0.117

3 073E-02

4.816E-02

0.185

 

 

 

 

 

 

 

4.1.2 Annova

ANOVA

Sum of Squares

df

Mean Square

F

Sig.

Between Groups

.091

1

.091

.839

.361

Within Groups

13.939

129

.109

Total

14.031

130

The above table showed Samsung SIII can gain the competitive advantage by improving their technology, design, phone features and price.

4.1.3 Call quality

Samsung SIII manufacturer have devised their own methods for ascertaining their customer's satisfaction with system quality, specifically system or network call-quality performance. In addition to telecom service-provider efforts to determine customer satisfaction, independent companies are participating. As an example, the firm J.D. Powers and Associates conducts a periodic survey of telecom service-provider network call quality to determine customer satisfaction with network call quality. Samsung SIII manufacturer can contract with a number of consultancies to conduct their own customer-satisfaction surveys to determine perceptions of network call quality (Dempsey 2005).

The studies and surveys mentioned above capture the user's perception of network call quality by asking specific questions, such as, “Are you satisfied with your ability to access the network? Are you able to retain a call for the duration of the conversation or communication session?” None of these studies, however, actually relate actual network call-quality performance, as measured by network accessibility and call retains ability, to network performance as perceived by the customer. Developing an understanding of the relationship between network call quality and perceived network call quality could potentially better inform Samsung SIII manufacturer about how much ...