Assessing service quality of mobile telecommunications at Viettel Telecommunications Corporation

Abstract

The mobile telecommunications market in Vietnam demonstrates that development has reached saturation, especially due to the impact of technological developments and related policy changes. This article investigates the impact of quality factors on the quality of mobile telecommunications services at Viettel Telecommunications Corporation (Viettel Telecom). The study employs linear structural model analysis (PLS - SEM) using the partial least squares approach to analyze data collected from 234 Viettel Telecom mobile telecommunications service consumers. The findings of data analysis indicate that the proposed hypotheses are supported; Perceived value and satisfaction play a mediating role between the factors of technical quality, system quality, service quality, price quality and mobile telecommunications service quality. Furthermore, satisfaction has a stronger effect on the quality of mobile telecommunications services at Viettel Telecom than customer perceived value.