Satisfaction of Users with 4G Wireless Network Services in Khon Kaen

Abstract

The objectives of the research were to study the satisfaction of user in using 4G mobile phone and to know the services about (1) the service quality, (2) customer relationship management, (3) trust and reliability, and (4) brand equity, classified. The samples were 362 users. The instrument of the research used for collection data was the rating scale questionnaire. The data was analyzed by the statistics, comprised with frequency distribution, percentage, arithmetic mean, standard deviation, including the descriptive statistics. The results of the study were found that: 1. The satisfaction of users with 4G wireless network services in Khon Kaen was found to be overall at a high level of the mean 4.40. Considered in each aspects, the user satisfaction with the trust and reliability of 4G wireless network services was found to be at the highest level 4.50, followed by the user satisfaction with the brand equity 4.15, and the user satisfaction with the customer relationship management 4.15, and the user satisfaction with the service quality of 4G wireless network services was found to be at the lowest level 3.52. 2. The recommendations of users of 4G wireless network services in Khon Kaen on problems and issues to be improved were found as the 4G wireless network operators were required to provide all users in the area with the stable hi-speed signaling system, including the standard telecommunication system. In term of the service quality, the 4G wireless network operators were required to provide the users with the up-to-date technology; the 4G wireless network operators were required to serve users with sufficient service officials; and the 4G wireless network operators’ internal organizational management and its officials’ duties were required to be distinctly separated from each other in order that their 4G customers felt comfortable and confident with their 4G services. Besides, the 4G wireless network operators were required to take after-sales services in consideration, including the management of services, in order that satisfied customers would come back for additional services.