Satysfakcja i lojalność klientów jako determinanta zachowań konsumentów na rynku telefonii mobilnej
Customers’ Satisfaction and Loyalty as a Determinant of Consumers’ Behaviours in the Market for Mobile Telephony

Summary/Abstract: An aim of considerations is to present the factor affecting consumers’ decisions related to satisfaction with mobile services and customers’ loyalty towards service providers. For this purpose, the author carried out an analysis of findings of her own research conducted by the method of questionnaire-based survey. The carried out surveys show that consumers’ behaviours are still to a great extent dictated by economic factors; however, it can be seen that psychological factors have equally great impact on customers’ behaviours in the market. The article is of the research nature.

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