Template-type: ReDIF-Paper 1.0
Author-Name: Covadonga Gijón Tascón
Author-Workplace-Name: Universidad Complutense, Spain
Author-Name: Teresa Garín-Muñoz,
Author-Workplace-Name: UNED, Spain. 
Author-Name: Teodosio Pérez-Amaral
Author-Email: teodosio@ccee.ucm.es
Author-Homepage: https://www.ucm.es/fundamentos-analisis-economico2/perez-amaral,-teodosio
Author-Person: ppe568 
Author-Workplace-Name: Departamento de Economía Cuantitativa (Department of Quantitative Economics), 
	Facultad de Ciencias Económicas y Empresariales (Faculty of Economics and Business), Universidad Complutense 
	de Madrid.
Author-Workplace-Homepage: https://www.ucm.es/fundamentos-analisis-economico2/luis-a-puch
Title: Satisfaction and protection of individual mobile telecommunications consumers
Abstract: The focus of this paper is to measure customer satisfaction among private individual consumers of mobile 
	telecommunications in Spain and the factors associated with this. Two novelties found in this paper are a 
	focus on individual consumers and the usage of rich data to convey high quality statistical information. 
	Our data allow us to discriminate by operator, region of residence (Autonomous Regions and provinces), 
	gender, age, and educational level, among others. Specifically, we formulate relationships between 
	different aspects of satisfaction and its determinants. We specify econometric models and estimate them 
	using survey data on 4,953 individual consumers. Our results indicate that customers are less satisfied 
	with larger carriers like Movistar and Vodafone, and are more satisfied with smaller and newer operators. 
	We also measure the contribution of each of the aspects of satisfaction to the overall satisfaction by 
	specifying individual equations for each one of them and estimating the importance of each of its 
	determinants. Complaints about billing, difficulty in obtaining the required information and coverage 
	are the major contributors to consumer (dis)satisfaction.
Classification-JEL: C21, D12, L52, L96.  
Keywords: Consumer satisfaction, Consumer protection, Mobile telecommunications, Individual private consumers, Survey data, Econometric models. 
Length: 26 pages 
Creation-Date: 2012-09  
Number: 2012-21 
X-File-Ref: http://america.sim.ucm.es/repec/ucm/ref/doicae1221.txt
File-URL: https://eprints.ucm.es/id/eprint/16610/1/1221.pdf
File-Format: Application/pdf
Handle: RePEc:ucm:doicae:1221