Consumer Satisfaction in Telecommunication in Australia: A Case Study of Macquarie Telecom Company

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BUSINESS RESEARCH
Student’s name
Subject
Date

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CONSUMER SATISFACTION IN TELECOMMUNICATION IN AUSTRALIA
(A CASE STUDY OF MACQUARIE TELECOM COMPANY)
Contents
List of abbreviation....................................................................................................................3
Introduction................................................................................................................................4
Project objectives....................................................................................................................5
Literature review........................................................................................................................6
Customer Satisfaction.............................................................................................................6
Factors affecting customer satisfaction..................................................................................6
Customer satisfaction in Macquarie Telecom........................................................................8
CS in Telecommunication Industry........................................................................................8
Customer satisfaction and IT outsourcing relations.............................................................10
Influence of service quality (SQ) on customer satisfaction (CS).........................................11
Customer satisfaction and loyalty drivers............................................................................11
Conclusion................................................................................................................................13
Recommendations of the study................................................................................................13
Appendix..................................................................................................................................16
APPENDIX I:.......................................................................................................................16
INTERVIEW SAMPLE...................................................................................................16

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List of abbreviation
CS- customer satisfaction
SQ- service quality
CM- corporate image
IT- information Technology

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Introduction
With additional market economy expansion in Australia and contradiction of the telecom
industry monopolization, rivalries between telecommunication firms have turned out to be
more and more passionate. In improving the competition capabilities and sustainable growth,
customer satisfaction and customer facility were cited a lot in the telecom operating
management lately, even in some corporations, customer satisfaction (CS) has been agreed as
an important key performing indicator. Pittayachawan and others (2016) state that heightened
customer service and customer satisfaction advances the company’s overall presentation.
Preceding studies show that there is significant optimistic relationship amid customer
satisfaction and a company's financial concert. (Mothersbaugh et al., 2015)." However, the
appreciative of the constructs mediating the link among CS and firm effectiveness is still
limited and topical researches specify the mechanism of this positive relationship as
generated from customer satisfaction to Customer Loyalty, and then to Productivity.
Studies in existence find that higher stages of CS amount to greater customer loyalty that in
turn has a positive influence on profitability. Other scholars think is a reason for the word of
mouth outcome, they find that pleased customers tend increasing profitability by providing
recent referrals through constructive mouth worlds.
The sample firm considered, comprises the case study of Macquarie Telecom Company
which is one of the major telecommunication companies in Australia enhancing accounting
and IT outsourcing regarding firm scopes and volumes. The company offers
telecommunication services to their customers all over the nation. Macquarie Telecom has
staffs who undertake the daily activities of the company in ensuring they met the targeted
achievement within the stipulated period.