Abstract
This paper presents a conceptual and empirical analysis of the Market Performance Indicator (MPI) index for the mobile phone market in Australia and its influence on customer satisfaction, customer value and switching intentions. Results based on a quantitative research of 1600 mobile phone consumers compare the Australian performance of the MPI with that of the twenty seven members of the European Union (EU). The Australian MPI results identified some significant structural weaknesses in the performance of the mobile phone market as compared to the EU. The results show that Australian consumers find it harder than their EU counterparts to compare mobile carrier offers; have little trust in the industry to respect their rights as a consumer; experience more problems and complain more often; find it harder to switch suppliers; mobile carriers don’t live up to consumer expectations and finally consumers don’t think that the mobile carriers behave ethically.
| Original language | English |
|---|---|
| Title of host publication | ANZMAC 2012 |
| Subtitle of host publication | conference proceedings : Sharing the cup of knowledge |
| Place of Publication | Adelaide |
| Publisher | ANZMAC2012 Conference |
| Pages | 1-6 |
| Number of pages | 6 |
| Publication status | Published - 2012 |
| Event | Australian and New Zealand Marketing Academy Conference (2012) - Adelaide Duration: 3 Dec 2012 → 5 Dec 2012 |
Conference
| Conference | Australian and New Zealand Marketing Academy Conference (2012) |
|---|---|
| City | Adelaide |
| Period | 3/12/12 → 5/12/12 |
Keywords
- market performance indicator
- switching intention
- customer satisfaction
- customer value