Data to model the effects of perceived telecommunication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus
2020
Alrwashdeh, Muneer | Jahmani, Ashraf | Ibrahim, Blend | Aljuhmani, Hasan Yousef
This dataset is used to investigate a comprehensive model of user satisfaction and electronic word of mouth (e-WOM). Building on the perceived telecommunication service quality and perceived value dimensions in enhancing and improving users' satisfaction and e-WOM, we empirically investigated how the dimensions of service quality as a second-order construct and perceived value dimensions affect users’ satisfaction and e-WOM in the context of mobile operators in North Cyprus. The data were collected through a self-administered questionnaire at Girne American University. The dataset was empirically evaluated using a survey of 500 respondents regarding their perceptions of the service provided by the mobile telecom operator. Data analysis involved structural equation modelling (SEM) using Statistical Package for the Social Sciences (SPSS) 23 and Analysis of Moment Structures (AMOS) 24. First, we conducted exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural modelling, followed by hypothesis testing. The outcomes obtained from this dataset indicated that perceived telecommunication service quality was positively related to perceived value dimensions (performance value and emotional value) and user satisfaction. At the same time, performance value, value for money, and social value were found to have a direct impact on user satisfaction. Specifically, there was a significant relationship between user satisfaction and e-WOM. The results may provide further insights into mobile value-added services.
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