mobi: Measurement Instrument for the Mobile Phone Industry
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mobi	R Documentation

Measurement Instrument for the Mobile Phone Industry

Description

The data set is used as measurement instrument for the european customer satisfaction index (ECSI) adapted to the mobile phone market, see Tenenhaus et al. (2005).

Usage

mobi

Format

A data frame with 250 rows and 24 variables:

CUEX1: Expectations for the overall quality of "your mobile phone provider" at the moment you became customer of this provider
CUEX2: Expectations for "your mobile phone provider" to provide products and services to meet your personal need
CUEX3: How often did you expect that things could go wrong at "your mobile phone provider
CUSA1: Overall satisfaction
CUSA2: Fulfillment of expectations
CUSA3: How well do you think "your mobile phone provider" compares with your ideal mobile phone provider?
CUSCO: You complained about "your mobile phone provider" last year. How well, or poorly, was your most recent complaint handled or You did not complain about "your mobile phone provider" last year. Imagine you have to complain to "your mobile phone rovider" because of a bad quality of service or product. To what extent do you think that "your mobile phone provider" will care about your complaint?
CUSL1: If you would need to choose a new mobile phone provider how likely is it that you would choose "your provider" again?
CUSL2: Let us now suppose that other mobile phone providers decide to lower their fees and prices, but "your mobile phone provider" stays at the same level as today. At which level of difference (in percentage) would you choose another mobile phone provider?
CUSL3: If a friend or colleague asks you for advice, how likely is it that you would recommend "your mobile phone provider"?
IMAG1: It can be trusted what it says and does
IMAG2: It is stable and firmly established
IMAG3: It has a social contribution to society
IMAG4: It is concerned with customers
IMAG5: It is innovative and forward looking
PERQ1: Overall perceived quality
PERQ2: Technical quality of the network
PERQ3: Customer service and personal advice offered
PERQ4: Quality of the services you use
PERQ5: Range of services and products offered
PERQ6: Reliability and accuracy of the products and services provided
PERQ7: Clarity and transparency of information provided
PERV1: Given the quality of the products and services offered by "your mobile phone provider" how would you rate the fees and prices that you pay for them?
PERV2: Given the fees and prices that you pay for "your mobile phone provider" how would you rate the quality of the products and services offered by "your mobile phone provider"?