Dynamic Customer Experience, Satisfaction, and Word-of-Mouth in Telecom-IT Sector
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This study examines how Dynamic Customer Experience (DCX) affects Customer Satisfaction (CS) and Word-of-Mouth (WOM) intentions among VNPT customers in Vietnam, identifying AI-Driven Service Personalization (AISP), Integrated Service Quality (ISQ), Cultural Resonance (CR), and Sustainable IT-Telecom Practices (SITP) as key antecedents, with Customer Empowerment (CEMP), Perceived Value Co-Creation (PVCC), Emotional Engagement (EE), and CS as mediators, and AI Trust (AIT), Service Innovation Maturity (SIM), and Regional Cultural Dynamics (RCD) as moderators. A multi-theoretical framework (Customer Experience Framework, Social Exchange Theory, Expectancy-Disconfirmation Theory, TAM, SERVQUAL) guided the research. Survey data from 677 VNPT customers were analysed using hybrid PLS-SEM (SmartPLS 4.0) for explanatory power and Artificial Neural Network (ANN) in SPSS 25.0 for predictive accuracy. PLS-SEM confirmed significant positive effects of AISP, ISQ, CR, and SITP on DCX (β = 0.24–0.33, p < 0.01), and DCX on CS (β = 0.43) and WOM (β = 0.30). CS was the strongest mediator (indirect effect = 0.20, VAF = 67%). Moderation analyses showed stronger effects in rural areas due to cultural dynamics. ANN validated results with high predictive power (R² testing = 0.83–0.87), identifying AISP and CS as top predictors. This is the first study to integrate sustainability and cultural resonance into DCX for Vietnam's collectivist telecom market using a hybrid PLS-SEM-ANN approach, outperforming single-method studies and providing VNPT actionable strategies for AI personalization and green 5G deployment.
JEL Code: M14, M30, M31, M37.
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