The objectives of the study are: To collect and select theory related to customer satisfaction; to determine effects of different factors on customer satisfaction usingmobile telecomunication services; to determine effects of customer satisfaction on customer loyalty withmobile telecomunication services provided by three mobile network operators: Vinaphone, Mobifone and Viettel. | Vietnam mobile telecommunications market is coming into a new period- a saturation stage. According to statistics collected by Ministry of Information and Communications (2012), the total number of mobile subcribers of all network operatorsreached to 140 million at the end of December of 2012, far exceeding total population of Vietnam, focused on such three mobile network operators as: Vinaphone, Mobifone and Viettel with 95% market share. Up to now, many studies have found out that customer satisfaction gives many benefits for enterprises. High level of customer satisfaction will result in high customer loyalty. For that reason, almost enterprises are now considering their customers as a key factor in their business strategy. However, in some researches carried out in Vietnam, customer satisfaction is considered as a direct result from other key factors making up service quality. There are various conclusions on service quality and customer satisfaction; relevant studieshave not shown truth , especially conclusion ofthe effect of Faith on customer satisfaction even though it is the key to increase benefit and lead to success in an era whencustomer is of the key factor.
