Reaching Organization Productivity and Innovation Through Customer Satisfaction: The Case Study of Greek Mobile Market

Abstract

AbstractThe telecommunication industry has been for decades one of the most innovative business sectors, not only in terms of technologies but moreover in terms of organizational changes and services provided. Especially mobile market has been the field of implementation for new strategies regarding customer satisfaction and business productivity. This research aims to enlight the relationship between customer satisfaction and business productivity in the Greek mobile market. A quantitative methodology and actual data about mobile services usage were adopted to evaluate customers’ satisfaction. Moreover, a series of productivity and customers’ satisfaction indexes were used to confirm research hypotheses. Results indicate that market penetration plays crucial role, by providing interconnection with other users through the same mobile network. Proposed research provides evidence about why, in the current digital era, social media as a means of interconnection between end—users seem to constantly play more and more significant role in their daily communication.