CORPORATE COMPETENCE DETERMINING FACTORS IN CHINA TELECOM INDUSTRY IN ACHIEVING CUSTOMER SATISFACTION

Liu Chun, Jacquline Tham, S. M. Ferdous Azam

Abstract


Fortune Global 500 has awarded China Telecom the Most Honored Company, the Best Managed Company in the Asia Telecommunication Sector, as well as the Best Managed Company in Asia by esteemed international institutions for consecutive years. The gap is still large compared to China Mobile’s percentage of 80%, thus this research is performed to understand the determining factors in China Telecom Industry in achieving customer satisfaction. The current study is using the descriptive design as the most appropriate study design for this kind of study. This research is aimed at collecting primary data. From this study, the researchers have found out that price is significant to Customer Satisfaction. Based on the findings of this study, is states that a brand image is significant to Customer Satisfaction, the researchers have found out that the quality of services is not significant to Customer Satisfaction. Further study should take into consideration the longitude of time to collect proper data with a well and modified questionnaire. Thus, this research assisted the telecommunication industry to stay informed regarding the three imperative variables and consistently screen their consumer satisfaction thus guaranteeing the greatest fulfilment among the customers.

 

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corporate competence, China telecom industry, customer satisfaction

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