{"id":"https://openalex.org/W4285250874","doi":"https://doi.org/10.1177/18479790221111436","title":"Analysing driving factors of customer satisfaction among telecommunication service providers in Kurdistan region","display_name":"Analysing driving factors of customer satisfaction among telecommunication service providers in Kurdistan region","publication_year":2022,"publication_date":"2022-06-27","ids":{"openalex":"https://openalex.org/W4285250874","doi":"https://doi.org/10.1177/18479790221111436"},"language":"en","primary_location":{"id":"doi:10.1177/18479790221111436","doi":"https://doi.org/10.1177/18479790221111436","is_oa":true,"landing_page_url":"https://doi.org/10.1177/18479790221111436","pdf_url":null,"source":{"id":"https://openalex.org/S2764773172","display_name":"International Journal of Engineering Business Management","issn_l":"1847-9790","issn":["1847-9790"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Engineering Business Management","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.1177/18479790221111436","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5025169561","display_name":"Nabaz Nawzad Abdullah","orcid":"https://orcid.org/0000-0001-7186-8008","observed_orcids":["https://orcid.org/0000-0001-7186-8008"]},"institutions":[{"id":"https://openalex.org/I4210125537","display_name":"Lebanese French University","ror":"https://ror.org/030t96b35","country_code":"IQ","type":"education","lineage":["https://openalex.org/I4210125537"]}],"countries":["IQ"],"is_corresponding":true,"raw_author_name":"Nabaz Nawzad Abdullah","raw_affiliation_strings":["Department of Business Administration,College of Administration and Economics, Lebanese French University, Erbil, Kurdistan Region, Iraq"],"raw_orcid":"https://orcid.org/0000-0001-7186-8008","affiliations":[{"raw_affiliation_string":"Department of Business Administration,College of Administration and Economics, Lebanese French University, Erbil, Kurdistan Region, Iraq","institution_ids":["https://openalex.org/I4210125537"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5054226445","display_name":"M. S. C. Prabhu","orcid":"https://orcid.org/0000-0002-6747-8581","observed_orcids":["https://orcid.org/0000-0002-6747-8581"]},"institutions":[{"id":"https://openalex.org/I4210125537","display_name":"Lebanese French University","ror":"https://ror.org/030t96b35","country_code":"IQ","type":"education","lineage":["https://openalex.org/I4210125537"]}],"countries":["IQ"],"is_corresponding":false,"raw_author_name":"M Prabhu","raw_affiliation_strings":["Department of Business Administration,College of Administration and Economics, Lebanese French University, Erbil, Kurdistan Region, Iraq"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration,College of Administration and Economics, Lebanese French University, Erbil, Kurdistan Region, Iraq","institution_ids":["https://openalex.org/I4210125537"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5065332123","display_name":"Masayu Binti Othman","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210125537","display_name":"Lebanese French University","ror":"https://ror.org/030t96b35","country_code":"IQ","type":"education","lineage":["https://openalex.org/I4210125537"]}],"countries":["IQ"],"is_corresponding":false,"raw_author_name":"Masayu Binti Othman","raw_affiliation_strings":["Department of Business Administration,College of Administration and Economics, Lebanese French University, Erbil, Kurdistan Region, Iraq"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Business Administration,College of Administration and Economics, Lebanese French University, Erbil, Kurdistan Region, Iraq","institution_ids":["https://openalex.org/I4210125537"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5025169561"],"corresponding_institution_ids":["https://openalex.org/I4210125537"],"apc_list":{"value":1200,"currency":"USD","value_usd":1200},"apc_paid":{"value":1200,"currency":"USD","value_usd":1200},"fwci":4.9623,"has_fulltext":false,"cited_by_count":23,"citation_normalized_percentile":{"value":0.94813317,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":99},"biblio":{"volume":"14","issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0013000000035390258,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.0012000000569969416,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/telecommunication-service-providers","display_name":"telecommunication service providers","score":0.9750000238418579},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8820000290870667},{"id":"https://openalex.org/keywords/service-attitude","display_name":"service attitude","score":0.9710000157356262},{"id":"https://openalex.org/keywords/value-added-services","display_name":"value-added services","score":0.9950000047683716},{"id":"https://openalex.org/keywords/price","display_name":"price","score":0.8989999890327454},{"id":"https://openalex.org/keywords/mobile-subscribers","display_name":"mobile phone subscribers","score":0.7710000276565552},{"id":"https://openalex.org/keywords/kurdistan-region","display_name":"Iraqi Kurdistan","score":0.9100000262260437},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.7630000114440918},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.5350000262260437}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.706984281539917},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6827691793441772},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6501135230064392},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6191791892051697},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.5793976187705994},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5607466697692871},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5387860536575317},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5139474272727966},{"id":"https://openalex.org/C194498986","wikidata":"https://www.wikidata.org/wiki/Q680016","display_name":"Roaming","level":2,"score":0.5133758783340454},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.5121140480041504},{"id":"https://openalex.org/C33271190","wikidata":"https://www.wikidata.org/wiki/Q3467747","display_name":"Telecommunications service","level":2,"score":0.49840593338012695},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.43700891733169556},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.42913568019866943},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.12943193316459656}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1177/18479790221111436","doi":"https://doi.org/10.1177/18479790221111436","is_oa":true,"landing_page_url":"https://doi.org/10.1177/18479790221111436","pdf_url":null,"source":{"id":"https://openalex.org/S2764773172","display_name":"International Journal of Engineering Business Management","issn_l":"1847-9790","issn":["1847-9790"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Engineering Business Management","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:929a22791d62418db0f29cc3fd4e1bd2","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/929a22791d62418db0f29cc3fd4e1bd2","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"International Journal of Engineering Business Management, Vol 14 (2022)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1177/18479790221111436","doi":"https://doi.org/10.1177/18479790221111436","is_oa":true,"landing_page_url":"https://doi.org/10.1177/18479790221111436","pdf_url":null,"source":{"id":"https://openalex.org/S2764773172","display_name":"International Journal of Engineering Business Management","issn_l":"1847-9790","issn":["1847-9790"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-scientific","cwts-core","doaj","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Engineering Business Management","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":30,"referenced_works":["https://openalex.org/W172813548","https://openalex.org/W781676085","https://openalex.org/W1508352172","https://openalex.org/W1520065782","https://openalex.org/W1584349458","https://openalex.org/W1979242274","https://openalex.org/W1983364918","https://openalex.org/W1989304718","https://openalex.org/W1990168101","https://openalex.org/W1992753785","https://openalex.org/W1995229741","https://openalex.org/W2001916972","https://openalex.org/W2024126006","https://openalex.org/W2041446724","https://openalex.org/W2046752514","https://openalex.org/W2055929914","https://openalex.org/W2060855982","https://openalex.org/W2071497466","https://openalex.org/W2087836953","https://openalex.org/W2106772961","https://openalex.org/W2151141708","https://openalex.org/W2332315289","https://openalex.org/W2601660602","https://openalex.org/W2766276950","https://openalex.org/W2774471318","https://openalex.org/W2775883818","https://openalex.org/W2927629914","https://openalex.org/W3132072317","https://openalex.org/W3162929912","https://openalex.org/W3193919016"],"related_works":["https://openalex.org/W2061047261","https://openalex.org/W3124911803","https://openalex.org/W1536323422","https://openalex.org/W3193813618","https://openalex.org/W7134901424","https://openalex.org/W6990782424","https://openalex.org/W2421671709","https://openalex.org/W2184131225","https://openalex.org/W2787407296","https://openalex.org/W7154710804"],"abstract_inverted_index":{"Due":[0],"to":[1,37,43,78,106,140,179,221,231],"unprecedented":[2],"innovation":[3],"in":[4,46,69,88,196],"information":[5],"and":[6,25,72,117,127,170,185,203,207,215,224,244,251],"communication":[7],"technology,":[8],"customers":[9,51,177,192],"interact":[10],"more":[11,53,218,245],"with":[12,248],"telecommunication":[13,66,85,99,194],"service":[14,86,111,113,253],"providers.":[15],"Customer":[16],"satisfaction":[17,83,158],"is":[18,34],"the":[19,47,94,108,136,161,180,232,239],"extent":[20],"of":[21,57,59,110,153,183,234],"customer":[22,60,82,120,148,157],"psychological":[23],"sense":[24],"expectation":[26],"towards":[27],"a":[28,35,63,125,142,229,255],"particular":[29],"product":[30],"or":[31],"service.":[32],"Satisfaction":[33],"core":[36],"business":[38],"success":[39],"where":[40,50],"corporates":[41],"strive":[42],"fulfil":[44],"them":[45],"competitive":[48,205,213,256],"market,":[49],"have":[52,141],"options.":[54],"The":[55,74,122,150,187],"lack":[56],"understanding":[58],"expectations":[61],"created":[62],"gap":[64],"between":[65,130],"companies":[67,87,195],"operating":[68,235],"Kurdistan":[70,89,197],"Region":[71,198],"subscribers.":[73],"current":[75],"study":[76,188,210],"intends":[77],"understand":[79],"factors":[80,97],"affecting":[81],"among":[84],"Region.":[90],"It":[91],"also":[92],"identifies":[93],"customer\u2019s":[95],"critical":[96],"concerning":[98],"services.":[100],"Convenience":[101],"sampling":[102],"has":[103],"been":[104],"used":[105],"investigate":[107],"impacts":[109,152],"quality,":[112],"attitude,":[114],"value-added":[115,137,154],"services,":[116,165],"price":[118],"on":[119,147,156,160],"satisfaction.":[121,149],"result":[123],"revealed":[124],"significant":[126,143],"positive":[128],"relationship":[129],"all":[131],"independent":[132],"variables":[133],"except":[134],"for":[135,176],"services":[138,155,220,247],"found":[139],"but":[144],"reverse":[145],"impact":[146],"negative":[151],"rely":[159],"fact":[162],"that":[163,190,212],"roaming":[164],"money":[166],"transfer,":[167],"reward":[168],"points,":[169],"easy":[171],"recharge":[172],"are":[173],"not":[174],"concerns":[175],"compared":[178],"price,":[181],"quality":[182],"networks,":[184],"connectivity.":[186],"signifies":[189],"nourishing":[191],"by":[193],"improve":[199],"their":[200],"market":[201],"share":[202],"creates":[204],"value":[206],"uniqueness.":[208],"This":[209],"highlights":[211],"advantage":[214],"uniqueness":[216],"offers":[217],"customer-oriented":[219],"mobile":[222],"subscribers":[223],"could":[225],"be":[226],"perceived":[227],"as":[228],"precondition":[230],"survival":[233],"firms.":[236],"In":[237],"return,":[238],"general":[240],"public":[241],"delivers":[242],"cheaper":[243],"reliable":[246],"improved":[249],"connectivity":[250],"internet":[252],"at":[254],"price.":[257]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":5},{"year":2024,"cited_by_count":4},{"year":2023,"cited_by_count":8},{"year":2022,"cited_by_count":4}],"updated_date":"2026-10-25T09:29:13.331239","created_date":"2022-07-14T00:00:00"}