Customer Satisfaction of Mobile-Internet Users : An Empirical Approximation for the Case of Spain

In this paper we study the mobile Internet services in Spain. We are especially interested in overall consumer satisfaction as well as with some of its attributes. We use micro data from a survey conducted by the Spanish Center for Sociological Research (CIS 2009). We have elaborated a model to analyze to what extent different service providers generate different levels of satisfaction of individuals when we control for other relevant variables. In this regard, we found statistically significant differences in favor of Vodafone for both overall satisfaction and for satisfaction with any other of its attributes. However, there are no significant differences between the other two considered companies (Movistar and Orange). The same conclusions were obtained when the model was estimated by OLS as when using ordered probability models (probit or logit). Our results also suggest that the communication quality of the service and its price are the main attributes that affect the overall satisfaction of the consumer