Improving the business of mobile operators in Serbia by enhancing customer satisfaction
The paper analyzes customer satisfaction of mobile operators' services in Serbia and the way propaganda influences the creation of value for customers. Mobile operators are trying to be different from their competition in the delivery of services, relevance, creativity, and so on. In this way they are trying to attract more users. The mobile industry is developing rapidly, and new products and services appear almost daily. To keep users up to date with any developments in this industry, mobile operators must try to give them all of the new information presented at the right time, in a way that will interest them. The paper examines the benefits offered by operators, from the price to the benefits in the form of various gifts and discounts. The work is complemented by a survey based on the study of ways that should lead to improvements in customer satisfaction of current operators in Serbia.