SUBSCRIBERS OF INDIAN MOBILE TELECOM: SATISFACTION WITH EXPERIENCE AND LOYALTY (original) (raw)
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All people are becoming busy and more professional than previous. The business world and general life is becoming more complex day by day. They need to share more information to each other because of globalization. Mobile phone has introduced a tremendous change in the Communication sector in all over the world. It has changed the communication structure also. People in various occupations and income levels are using mobile phone intensively for their occupational purpose and personal purpose as well. Mobile phone services contribute significantly to the growth and development of the country whether industrial or emerging economy where they operate. Customer loyalty is important for both the firm and the customer. As regards the firm, loyal customers are willing to make repeat purchases in the business that delivers value beyond their expectation. Loyal customers often will, over time bring substantial revenues and demand less attention from the firms they patronize. The determinants of customer loyalty such as service quality, perceived service value, customer satisfaction, customer trust and commitment. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty is of vital to the mobile communications market. This paper aims to investigate the role of customer satisfaction in the mobile telephone network service providers (MTNSPs). To notify the meaningful factors for the calculative commitment and loyalty intention of the users in using mobile phones, this study focuses on the effect of service quality and perceived value in customer satisfaction and to identify the role of calculative commitment in forming customer loyalty. As many as 125 users of mobile phone users-working people were surveyed in Coimbatore city, TamilNadu, India. The data as analyzed by confirmatory factor analysis, AMOS and path analysis. This study shows that customer satisfaction, perceived value, service quality and calculative commitment has a positive and significant effect, calculative commitment has a positive effect on loyalty intention and loyalty intention has a positive effect on behavior loyalty and attitudinal loyalty. In terms of mobile telecommunication systems, it is found that the users may exhibit noticeable differences in using this service. This study provides important hints to strengthen the relationship between the network service providers and their customers.
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This present research is a construct on studying the effect of mobile data services on customer loyalty, retention and satisfaction in the Indian market. It revolves around mobile data service usage pattern of the customers. It includes the study of reasons of customers for using the mobile data services. Factors pertinent to mobile data services are included in this study to study their impact on customer loyalty, satisfaction and retention in the Indian market. The research adopts quantitative analysis wherein survey was conducted among the customers in Delhi NCR (National Capital Region), Delhi, Faridabad, Noida and Gurgaon among mobile data service users of different service providers like BSNL, Airtel, Vodafone, Idea and Jio to determine the factors which influence customer loyalty, retention and satisfaction in the Indian market. The findings of the usage pattern of the customers are that most of the customers use mobile data services multiple times a day and for a shorter duration of time that is less than half an hour. The study also found significant impact of factors included in the study on customer loyalty, retention and satisfaction in the Indian market. Customers' ability to access information whenever needed and to connect to friends and peers using mobile data services are two important independent factors, the study found. This research will benefit the mobile data service providers to understand the factors on which they have to focus more on metro cities of the Indian market. The results can also be utilized by the mobile data service providers to improve upon their services for increasing customer loyalty, retention and satisfaction in the Indian market.
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Customer Satisfaction and Loyalty in Mobile Telecumunication
European Journal of Business and Management, 2015
This research has been conducted to discuss customer loyalty in mobile telecommunication. Study measures different features of service assortment, price satisfaction, quality, employee service and satisfaction to check which attribute influence the loyalty more in mobile telecommunication. Design/methodology/approach: A survey was conducted in university of Sargodha. For this purpose the questionnaires were filled from the students of different departments of the university who were the customers of any one of the mobile network operators from the five main mobile networks in Pakistan named as Ufone, Telenor, Warid, Zong and Mobilink. The five-point Likert scale was used (where 1 equals strongly disagree and 5 equals strongly agree). Finding:Research found that Price satisfaction, quality, employee service, service assortment and satisfaction positively related to the customer loyalty. Research also found that Service assortment highly affects the customer loyalty among the all independent variables.Limitations:This research includes a limitation that the people under consideration of sample are highly educated and young people.Originality/value:Regardless of the development of new products and services, only some studies have examined customer satisfaction and loyalty in the mobile telecom sector. INTRODUCTION This research has been conducted in order to check the impact of relationship marketing in mobile network operators of telecom sector of Pakistan and to find out the loyalty of customers for these mobile network operators. Telecommunication is highly competitive and challenging industry in all over the world. This industry experience significant changes in last few decades. Many telecommunication companies are fighting for customers. Telecommunication services became cheaper due to increase in competitors. Today internet, land line phone and mobile services are available with very reasonable prices due to which numbers of mobile users are increasing day by day. Mobile operators generally use modern methods of promotion e.g. T.V Ads, Newspaper Ads, Radio Ads and Online promotion. Mobile services are convenience by type. People use mobile services frequently and not significant planning is required for its usage. People generally make little comparison while getting a connection. People prefer those networks who offer good quality with minimum price while adults and teenagers mostly prefer those networks that provide variety of package (sms bundles, late night packages, friends and family packages). Regardless of the development of new products and services, only some studies have examined customer satisfaction and loyalty in the mobile telecom sector. Satisfaction of mobile network operators is very important because it involve highly word of mouth promotion. A satisfied customer suggests his mobile network operators to friends and family members. According to telecommunication authority of Pakistan, there are 98 million mobile users in Pakistan and growth rate is also increasing rapidly. In April 2010 growth rate was 0.50% while in May 2010 growth rate was 0.72%. According to analysis there is still market place 7-14 crores exist in Pakistan. According to PTA, there are five international mobile network operator companies in Pakistan e.g. Ufone, Mobilink, Warid, Zong and Telenor. The following order exists between these companies with respect to the number of users in Pakistan; (1) Moblink (2) Ufone (3) Warid (4) Telenor (5) Zong Zong introduced later in Pakistan therefore having least number of users, but Zong is at the top of the world with respect to number of users. Zong is growing rapidly in Pakistan UAE is the biggest investor in the telecommunication sector in world wide, while USA and Norway are the second and third larger investors respectively. Moblink is a USA company, Ufone is a Pakistani company, Warid is a UAE company, Telenor is a Norway company and Zong is a china mobile company. Research involves all the important variables e.g. price satisfaction, quality, service assortment, employee services, satisfaction and loyalty of customers. Research tries to draw influence of price satisfaction, quality, service assortment, and customer services on customer satisfaction and loyalty. All these variables help in the baying behavior of customers. Research shows that all these variables highly affect the baying behavior of customers in different field. This research includes a limitation that the people under consideration of sample are highly educated and young people. We assume that percentage of specific mobile users in sample not effect on the relation between the variables. Research also includes statistical inferences. Finally conclusion and implementation for further studies are also mention in this research paper.
Customer's Perception and Expectations from Telecom Service Providers in India
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Entry of Reliance-Jio in telecom sector has changed the market dynamics completely. Earlier there were only few options available with the customers in the form of Idea, Vodafone, Bharti Airtel, BSNL and other Small players operating in few selected territories only. Competition has become intense as it is very much difficult for the telecom players to retain the customers. In present time companies may survive if they are able to provide quality service to customers. However service quality in telecom industry has so many dimensions and different authors have tried to elaborate it over the period of time. The paper "Customer's perception and expectations from Telecom service providers in India" attempts to summarise the work done by various authors to define and measure service quality in Telecom industry in terms of various models and its application. The paper concludes that there is still a huge scope for identifying various dimensions of service quality in telecom...
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