Concept of customer satisfaction customers satisfaction cs is a concept that has been given much attention by marketing scholars and practitioners perhaps because of its importance as a key driver. Determinants of customer satisfaction in telecom industry a study. Customer satisfaction is an ambiguous, abstract and confusing concept. Though the industry is relatively new yet the growth is much faster in comparison to other industries due to aggressive market. Overall customer satisfaction overall customer satisfaction with the level of service provided by australian telecommunication providers continues to be high 68%. Analysis of initial structural model provider which always focus on customers and has a social this evaluation includes an examination of the significance contribution to society, 2 cellular provider that can meet the of the. Customer satisfaction is established when brand fulfills the needs and desires of customers. The research study is focusing towards the customer care in telecom sector to understand the problems faced by the customers of vodafone.
Conversely, intercommunication factors such as customer. Latest might work as a great benefit to improve the profit and customer loyalty ronzina 2010. This study is concern for assessment of customer satisfaction on the basis of several quality factors see fig. An evaluation of customer satisfaction levels among the various. Customer satisfaction in telecom industry after mobile. Conversely, intercommunication factors such as customer service, friendly employees, userfriendly websites were found to be the least significant. Introduction the telecom industry in the asia region, including malaysia, has been.
Customer satisfaction in the telecom sector in india a study on. Conversely, intercommunication factors such as customer service. Greater the satisfaction level the more will be chances of repurchasing by customers iqbal et. Since factors influencing customer satisfaction have been established, stakeholders in the mobile telecommunication industry, particularly, the six 6. The rush to port mobile numbers since its introduction indicated the level of dissatisfaction among customers of telcos. Globally, customer satisfaction has become a critical tool in attracting and retaining customers. Customer satisfaction is recognized crucially important for firms, in terms of not only to differentiate their products but also to establish a strong relationship with the customers zaim et al.
Comparison of service performance and customer satisfaction. Sep 23, 2010 consumers preference and satisfaction towards telecom operator 1. The overall aim of this research will be to increase the business profitability and growth through high level of customer satisfaction. A third 32% of customers reported being very satisfied and just over a third 36% are satisfied. Determinants of customer satisfaction in telecom industry a. In telecom industry, service providers are the main drivers. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. Factors affecting customers satisfaction towards services. Overall customer satisfaction overall customer satisfaction with the level of service provided by australian telecommunication providers continues to be high 67%.
There is significant relationship between customer collection of data. Customer satisfaction is recognized crucially important for firms, in terms of not only to differentiate their products but also to establish a strong relationship with the. Customer satisfaction has been acknowledged as critical success factors in any organization. Service quality and customer satisfaction in telecom. Therefore, this research study aim is to analyze the service quality and customer satisfaction in telecom sector with special reference to mobile phone services.
The multidimensional nature of communication and the ease with which telecom services can be duplicated has added a complex dimension to the competitive trend in the industry. The determinants of customer satisfaction and possible. Recent developments in telecom sector shows that communication. A study of customer satisfaction on telecom service providers. Background the fierce competition in the telecom industry makes operators heavily invest in acquiring new customers. Customer information satisfaction with information provided at point of sale or postpurchase billing ease of understanding the telecommunications bill spend management experience with and awareness of spend management tools complaint handling satisfaction levels among those who have complained to their service provider, re handling and. Important attributes of customer satisfaction in telecom industry. Customer satisfaction measurement and analysis using six. The telecom industry is investing heavily in technological innovation and in the. Customer, satisfaction, growing, telecom, services 1.
It is designed in such a manner to explore the satisfaction in telecom sector services and. Conversely, intercommunication factors such as customer service, friendly employees. Improving customer experience in telecommunications. A selfconstructed wellstructured questionnaire is used for the ha4. Just over a quarter 28% of customers reported being very satisfied and a further two in five 39% are satisfied. Nextlevel customer experience in telecommunications. Customer relationship management leads to satisfied customers and. Research paper on customer satisfaction in banking sector pdf. The definition of satisfaction is borrowed from oliver, 1997, which is used for this research, customer satisfaction generally means customer reaction to the state of fulfillment, and customer judgment of the fulfilled state. Though much study has been conducted about customer satisfaction in the mobile phone industry, not much is done to asses the level of satisfaction of the individual telcos.
Customer satisfaction in the telecom sector in india a study on assam and north east circle. Objectives 1 to study the demographic factors affecting customer satisfaction towards telecom services provided by telecom operators in haryana. Increasing customer satisfaction by increasing customer value is a key issue for every company lonial and zaim, 2000. India in 1851 when the first operational land lines were laid by the. Customer satisfaction and loyalty as a part of customer. Kapil kumar1 1assistant professor, department of management studies. Impact of employee satisfaction on customer satisfaction in telecom sector of pakistan humaira aziz. Aug 12, 2019 ensuring customer satisfaction is a necessity in the telecommunications sector. Suggested citation makkar, urvashi and kumar, harinder, an empirical study on customer satisfaction index in mobile telecom sector in india. Nextlevel customer experience in telecommunications the importance of great customer experience is unquestioned in the telecommunications and cable industry. Pdf determinants of customer satisfaction in telecommunication. Telecom sector of pakistan has been taken as a unit of analysis. Telecom industry of bangladesh abc journal of advanced research, 3, 2637. The study further elaborates a mixture of tools and techniques within the six sigma methodologies to achieve substantial financial benefits and customers satisfaction.
Impacts of corporate social responsibility on customer. Today more than ever, customers have many options and dont hesitate to switch services if your company does not live up to their expectations and satisfy their needs. An empirical study on customer satisfaction index in mobile. Service quality and customer satisfaction in telecom sector. Customer satisfaction in telecom industry after mobile number. Improving customer experience in telecommunications company year 2017 pages 40 companies are trying to improve their customer experience to meet the needs of the customer and to give the best service possible before, during and after the customer encounter. The present study carried out with 468 users of reliance jio. Journal of basic and applied scientific research, 212, 1283312840. Customer satisfaction in the mobile telecom industry in bahrain. With time, operators in the telecommunications industry experienced an unprecedented growth in customer base which later incapacitated the networks to function efficiently. With special reference to rural market june 24, 2011. The high quality service will have a positive impact on the customer satisfaction. In other words, customer satisfaction can be influenced by customer service, pricing structure, sales promotion, coverage.
An evaluation of customer satisfaction levels among the. Telecom industry is one of the fastest growing telecom markets in the world. Research paper on customer satisfaction in banking sector pdf bottom of my heart. Applying sustainability principles by telecom companies has a positive influence on their customers satisfaction, generating higher loyalty. The purpose of this study is to find out those determinants and factors which can affect and have an impact on the satisfaction level of customers in the telecom industry in the national capital region of delhi, india especially the cellular sector. Accelerating corporate innovation through boundary networks. Service quality, customer satisfaction, customer loyalty, customer retention paper type. The following table shows the functions of os between three community groups. One in seven 14% respondents were dissatisfied very. Abstractthe satisfied customers actually are the possessions of business, to implement enhanced business in this aggressive era, only. Pdf factors affecting customer satisfaction in mobile. A strategic approach to customer satisfaction in the. Customer relationship management telecommunication.
The main objective of this research to identify the constructs which impact the satisfaction of the customers in the telecommunication industry. But to be truly profitable, it is crucial not only to attract new customers, but also to make sure they retain with the company for as long time as possible. Impact of brand image, service quality and price on. Customer satisfaction, cellular industry, coverage and peshawar pakistan. Customer satisfaction index, telecom service providers, mobile telecom sector, rural markets suggested citation. Customer satisfaction analysis of telecommunication company. Within the telecommunication industry, many customers. This study sheds some light on the importance and consequences of satisfaction in the competitive telecom industry in bahrain.
Impact of brand image, service quality and price on customer. Measuring the customer satisfaction is one of the key elements to improve the. The objective of the study measures the customer satisfaction in telecom sector of khyber pakhtoonkhawa kpk province of pakistan by using the six sigma methodology. Impacts of corporate social responsibility on customer satisfaction in telecom industry of bangladesh abc journal of advanced research, 3, 2637. The relationship of service quality, customer satisfaction. The present study is undertaken to understand the customer satisfaction on telecom service providers. It is important to explore and map the differences which indicate that there is scope for improvement on behalf of the mobile phone service providers. Customer satisfaction is not directly affected by services quality dimensions and perceived value in the nigeria telecommunication industry. However, the provision of customer service in practice has so far been dominated by firefighting customers daytoday frustrations and concerns their hassles. To study the demographic factors affecting customer satisfaction towards telecom services provided by telecom operators in haryana. An assessment of level of service quality and customer satisfaction. Their procedure enables you to learn and is extremely useful for average students like me. Determinants of customer loyalty in mobile telecommunication. An empirical study on customer satisfaction index in.
With the further development of market economy in china and breaking of the telecom industry monopolization, competitions between telecom operators become. Servqual model is used to measure quality, the best among customers in a predominant telecom industry in india. Fig 1 hypothesis model of customer satisfaction in there are three important services factors that influence the telecommunication industry level of customer satisfaction in mobile telecommunications services operators such as. Two of the service quality dimensions based on servqual model are taken as independent variables. The effect of customer loyalty programs on customer. Framework of the research indicates those variable that can effect customer satisfaction in mobile telecom industry. The telecommunication sector, especially the mobile pho ne sector, in india is one of. Dec 07, 2018 customer satisfaction, customer loyalty, mobile telecommunications, zambia abstract this paper explores the extent to which customer satisfaction, service quality, customer service, price, corporate image, and network coverage influence customer loyalty in the mobile telecommunications industry in the emerging market country of zambia. The following diagram shows that customer satisfaction is dependent upon six important dimensions. First, this study strives to give more insight in the different factors that influence customer satisfaction in the telecom sector.
The findings of this study will be helpful for telcom service e providers to shape their product and service for improving customer satisfaction and retaining customers to gain a higher market share and sustainable growth in telecom industry in. This is most often done with marketing campaigns and subsidies of handsets. Impact of employee satisfaction on customer satisfaction in. The factors related to payments and savings such as offers, rents, charges are the most significant in determining satisfaction, retention, and likelihood of switching from one mobile provider to another.
After analyzing the resources which were suitable for the research, it was not. In telecom sector satisfied customers have high usage of extent and having the possibility to repurchase in future again. Customer satisfaction and service quality depend a lot on organization standards os of the company where they are applied. Two of the service quality dimensions based on servqual model are taken as independent variables while customer satisfaction is the dependent variable for this research. Cellular phone users of ethio telecommunications in ambo town by daniel tadesse tulu ambo university, ethiopia abstract the study is conducted on quality of service delivery and its effect on customer satisfaction in the case of ethio telecom in oromia region in ambo area on mobile telephone users. The paper analyzes how closely the expectation and perception of customers differ. How telecommunications operators can increase customer.
I want to express my gratitude towards nascent minds for their assistance in settling down my research paper on customer satisfaction in banking sector pdf troublesome queries. Certificate certified that this industry profiling and global competitiveness survey project report on consumers preference and satisfaction towards prepaid gsm telecom service provider in indore is a bona fide work of sandip jalebar roll no. A study on customer satisfaction in mobile telecommunication. Customer satisfaction and loyalty drivers in the zambian. The impact of service quality on customer satisfaction in. Improving customer experience in telecommunications company. Customer relationship management telecommunication industry. Pdf customer satisfaction index telecommunication industry. Attributionnoncommercial cc bync license lets others remix, tweak, and build upon work noncommercially, and. Service quality and customers preference of cellular mobile. Im2k665 carried out in partial fulfillment for the award of degree. The customer s satisfaction and trust are influenced by the perceived quality service. This article is is licensed under a creative commons attributionnoncommercial 4.
Impact of employee satisfaction on customer satisfaction. Ankur saxena technocrats institute of technology mba, bhopal, india 1. The following research objectives will be achieved in this research. Customer satisfaction analysis of telecommunication. Pdf modeling customer lifetime value in the telecom. The research is mainly confined to the study of service quality and customer satisfaction in telecom sector with. Determinants of customer satisfaction in telecom industry.
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