Impact of Various Demographic Factors on Customer Satisfaction in Telecommunication Sector (original) (raw)

A Study on Customer Satisfaction of Mobile Phone Service Users Operating in the Malwa Region of the Punjab

Abac Journal, 2013

The Indian telecom sector like any other industrial sector in the country has gone through many phases of growth and diversification. Starting from telegraphic services, the field of telecommunication has now expanded to make use of technologies like Global System of Mobile Communication (GSM), Code Division Multiple Access (CDMA) and Wireless in Local Loop (WLL) to 3G in the mobile phones. The research focuses on Customer Satisfaction of Mobile Phone Service Users Operating in the Malwa Region of the Punjab. In this study the opinions of 75 respondents were taken. The tools used for collecting the data were structured questionnaire and unstructured interview. For analysis purposes, Cronbach's Alpha, Weighted Average, Ranking, Chi Square and the Percentage method have been used. The results revealed that most of the respondents were satisfied with their current service provider but still twenty percent respondent's want to shift their service provider show maximum willingness for shifting to Airtel. Call Charges was the main reason of changing the service provider, with a weighed score of 3.53, followed by Poor Network and Poor Customer Care Service, having weighted scores of 3.21 and 2.20 respectively.

Measuring Mobile Service Satisfaction: Factor Analysis Based Study on Mobile Users of Gujarat

International Journal of Basic Sciences and Applied Computing, 2019

Determination of customer satisfaction is one of the very important parameters for the telecom operators in India. This paper undertakes analysis of different factors, which enables to ear mark the major aspects that leads to satisfaction of mobile users. The study had been carried out among the mobile users of the state of Gujarat. The paper also tries to find out the gaps between customer expectation and their service satisfaction. The study also investigates the potentiality of the revenue generation and customer retention tools for telecom operators. Opinions of about 800 mobile users from 20 districts of Gujarat were captured through close ended questionnaire. Simple random sampling method was used, where the perception of individuals of various strata of the society were captured. Other than recording the personal data of the mobile users, in terms of name, age, gender, locality, profession, income and qualification, other useful information related to satisfaction from mobile...

CUSTOMER SATISFACTION IN THE MOBILE TELECOMMUNICATIONS INDUSTRY IN

Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal.

Customer Satisfaction in Indian Telecommunication Industry: An Exploratory Study in International Consumer Behavior

SHARE Journal of Multidisciplinary Research & Studies, Vol.5, No.3-4, July- December 2014, pp. 4 – 18, ISSN 0976-4712. (With Karamjeet Singh), 2014

“Customer Satisfaction in Indian Telecommunication Industry: An Exploratory Study in International Consumer Behavior", SHARE Journal of Multidisciplinary Research & Studies, Vol.5, No.3-4, July- December 2014, pp. 4 – 18, ISSN 0976-4712. (With Karamjeet Singh)

CONSUMER PREFERENCE AND SATISFACTION TOWARDS MOBILE PHONE SERVICE IN PONDICHERRY TOWN

The Telecom industry is one of the leading and fastest growing in the world as communication plays a vital role in the world and especially in India. It acts as a major catalyst for the economic growth. A total of 200 samples have been collected by using the simple random sampling method. For the study, both the primary and secondary data is collected. The primary data for the study is collected directly from target Respondents through structured questionnaire.

Customer Satisfaction in Indian Mobile Industry

2014

This paper attempts to explain the main problems in achieving complete customer satisfaction and possible solutions to it. We notice every month a new model of mobile phone being launched in the market with new advanced features. These new launches leave a psychological impact on customer's mind which leaves them uneasy. It enforces the customers to think upon their present state i.e. whether their current mobile is better than the newly launched phone or not. This changes the customer's level of satisfaction and therefore it becomes difficult to ascertain the real reasons for their dissatisfaction. This cycle of satisfaction to dissatisfaction and gaining satisfaction goes on. This paper discusses various strategies that mobile manufacturing companies may follow to gain better market share of mobile industry. Along with that, the importance of customer retention and its successful strategies are analysed here. The secondary data has been collected from various journals, onl...

An empirical study on customer satisfaction: Mobile phone users in an emerging market

Journal of Digital Convergence, 2019

For the growing importance of mobile communication, this study sets out to investigate the factors that influencing mobile phone customer satisfaction behavior through a structural equation model. This study proposes six factors model as the key determinants of customer satisfaction. Furthermore, we examine the moderating effect of demographic factors. The study was conducted using a structured questionnaire, data collected from 386 active subscribers. Results confirm that brand name, social influence and after sales service are the three significant determinants of consumer satisfaction. This study finding also suggests that demographic attributes have important consequences on customer satisfaction. The study findings offer an extended theoretical understanding towards customers' mobile satisfaction in the emerging market perspective and for practitioners, potentially to other similar context.

Customer Satisfaction with Indian Mobile Services

This study investigates the antecedents of customer satisfaction with Indian mobiles services. The American Customer Satisfaction Index (ACSI) model is used as the framework to examine the causal relationships among customer expectations, quality, value, satisfaction and loyalty. The responses were collected using a structured questionnaire from 199 post-paid mobile subscribers in a major city in India. The results from structural equation modeling show that perceived quality is an important predictor to customer satisfaction, which ultimately results in trust, price tolerance and customer loyalty. The findings provide valuable managerial insights for managing customer satisfaction and loyalty.

IDENTIFYING FACTORS INFLUENCING SATISFACTION AND HENCE SELECTION OF MOBILE SERVICE PROVIDERS AMONG YOUTH: A STUDY OF STUDENTS OF DELHI UNIVERSITY

IAEME PUBLICATION, 2021

This study aims to assess customer preferences and the effect of various variables, namely, call quality, customer service, plans and tariffs (prices), store experience (offline and online) etc. among Delhi university students towards a particular mobile telecommunication service provider. A structured questionnaire was used to collect the primary data from the consumers. A total of 307questionnaires were closely analysed. The study disclosed that the students do give immense importance to customer care service quality, the store experience and infrastructure, base talk plans and how far the service providers customize the talk plans. Inter circle connectivity is also critical while deciding a service provider and sticking to them. Demographic factors like gender, course pursuing and monthly family income were hypothesised to study the impact on factors and found that gender does give different importance to inter-circle connectivity. The course pursued by the students have the impact on the ease of activation and the base talk plans offered to them. Further the results of ANOVA suggestedno impact of family income on the importance given to different factors and the choice of a mobile service providers by the respondents. This study will provide implied insights to mobile service providers while designing their service offerings for this particular cohort.

Measuring Customer Satisfaction of Mobile Phone Users: A Comparative Study between Grameen Phone and Teletalk Based on Khulna City, Bangladesh

European Journal of Business and Management, 2011

The present study is basically an attempt to examine the customer satisfaction toward the existing attributes of Grameen phone and Teletalk based on Fishbein's Multi-Atribute Attitude Model. Twenty factors have been considered for justifying the result of this study. The research is based on the primary data. 200 respondents have been selected randomly from different areas of Khulna City in Bangladesh. In this study, the hypotheses were developed in the light of objectives of this study, where, H0 = there is no difference between mean of each attribute of Grameen phone and Teletalk, and H1 = there is difference between mean of each attribute of Grameen phone and Teletalk,. It has found that overall customer attitude toward Grameen Phone is 166.1923, whereas Teletalk is 78.939. In most of the cases (17 out of 20), customers show positive attitude towards Grameen Phone than that of Teletalk.