Determinants Of Customer Satisfaction In Telecom Industry A Study Of Indian Telecom Industry

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. By satisfying the customers, the organization can maximize the number of users. The main objective of this kind of study is to search and find the factors influencing the satisfaction level of the customers in the telecom industry. The study has identified major six factors through which are responsible for customer satisfaction in telecom industry. A structured questionnaire was developed to analyze the study. A random sampling technique has been used and the sample size was 150. For analyzing the results Descriptive Statistics along with Correlation and regression has been used and analysis is done with the use of SPSS software version 17.

This book presents high-quality, original contributions (both theoretical and experimental) on Information Security, Machine Learning, Data Mining and Internet of Things (IoT). It gathers papers presented at ICETIT 2019, the 1st International Conference on Emerging Trends in Information Technology, which was held in Delhi, India, in June 2019. This conference series represents a targeted response to the growing need for research that reports on and assesses the practical implications of IoT and network technologies, AI and machine learning, data analytics and cloud computing, security and privacy, and next generation computing technologies.

With the increasing competition on the market, customer loyalty has become a decisive factor for long-term business profits. At its high, customer loyalty connotes the high entry barriers the competitor faces when entering the market, and it contributes significantly to a reduction of marketing costs. To attract new customers, companies are required to invest a lot of time and money which can result in uncertainties and risks over longer periods of time. The number of loyal customers as a sign of market share is more significant than the total number of customers. More loyal customers translate to high profits. Loyal customers will continue to purchase or receive the product or service from the same enterprises, and they will be willing to pay higher prices for the quality products and first-class services, thereby increasing sales revenue. Consequently, the focus of many enterprise managers at this point is on marketing management aspects to improve customer loyalty in order to gain the competitive advantage in the face of fierce competition. The importance of customer loyalty has been identified by many researchers and academics in the past years. This importance is also predominant in the telecommunication industry and, consequently, the Nigerian telecom industry. This book attempts to assess and analyze the variables that influence a mobile phone subscriber?s loyalty and how Nigerian service providers can enhance this loyalty. The study is based on a survey that uses the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire, constituting an 87% response rate, could be used for the analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers, while the generally low satisfaction with the present state of service delivery in the industry also plays a role. Therefore, the retention which the service providers were able to enjoy can be described as circumstantial. The given recommendations include that the service providers embark upon drives that will reduce dropped calls to a bare minimum, that they improve call quality, and that they develop SMS delivery standards.

Present study tests the conceptual model which states that to ensure a successful service recovery, a service firm should communicate effectively with the aggrieved customer, be empathetic, provide feedback, offer an explanation of what went wrong, empower employees who receive complaints to solve the problem that the customer complained about, and ensure that staff are appropriately dressed and appear professional in terms of the appearance of their working environment that elements of service recovery construct do not equally influence the resulting satisfaction. The present study is conducted in telecommunication sector in India. To test the hypothesis data was collected from 200 respondents across three service providers, i.e., Airtel, BSNL and Vodafone, using RECOVSAT. The results of discriminant analysis resulted in 2 functions. These results highlighted the relative importance of atonement, empowerment and feedback in service recovery efforts. Results further highlighted that for cluster 3, i.e., satisfied customers loaded positively on the 3 dimensions of function I namely atonement, empowerment and feedback. These results indicate that as companies focus their strategies on these variables customers move from being dissatisfied with the companies' service recovery efforts to being satisfied with the company's service recovery efforts. The recommended service mix was tested for three service providers in telecom industry i.e. Vodafone, Airtel and BSNL. Though all the three companies are involved in service recovery efforts the results indicated that Vodafone had best service mix in terms of function I and also had maximum percentage of customers satisfied from its complaint process and service recovery efforts. Despite their efforts BSNL and Airtel were not doing so well because they were investing in Function 2 of the service recovery mix. Therefore, a focus in service recovery strategies would help service providers gain satisfaction in service recovery efforts and also have an impact on the customers emotions and future behavior. This would help companies get maximum impact on perceptions of customers within the limits of a marketing budget.

Doctoral Thesis / Dissertation from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, , course: Management/Business Studies, language: English, abstract: The Indian cellular services market is growing at a rapid pace and the competition has also increased many folds. It has become imperative for the service providers to adopt such technologies and strategies which ensure their success in such a dynamic situation. As a result, the service providers are trying to develop an understanding about the customers in terms of enriching their experience by providing quality services resulting into a higher satisfaction and ultimately loyalty. With constantly decreasing Average Revenue Per User (ARPU) per month in a low tariff regime, the cellular operators in India are looking towards value added offerings for their customers in order to increase their ARPUs and survive in the coming tough times as they are unable to rely solely on the conventional voice services. The fact that the majority of cell-phone users are prepaid customers indicates towards a tendency for higher customer churn rate and thin profit margins to the mobile service providers despite a phenomenal increase in subscriber base. However, the situation has further been complicated with the instigation of mobile number portability, as it is going to enhance the customer churn rate due to the intense competition being faced by the operators in this market on the one hand and on the other very demanding customers. In such a scenario, the challenge for Indian cellular operators is to understand the preferences of their customers better and then to successfully offer the services that foster greater customer retention, as the entry of new global players in telecom market has further resulted in mounting customer acquisition and retention costs. Thus, all these facts highlight the relevance of value added services in an ever growing telecom market as a key strategic tool, not only for differentiation of services but also as a factor responsible for developing satisfaction and loyalty among the customers. Therefore, the present research study attempts to study the effects of Value Added Services (VAS) on Service Quality vis-à-vis Customer Satisfaction and Customer Loyalty in wireless telecommunication market. The findings of the present study convey that the service providers must concentrate their efforts not only on improving the core services but also the quality of Value Added Service (VAS) offered, as they have a potential to act as a strategic tool in order to enhance the customers’ satisfaction which will ultimately result in higher customer loyalty.

This paper is an attempt to find the variables/factors that affect Customer Satisfaction Index for Rural Mobile Telecom Subscriber in India. The impact of various service parameters like Service Quality, Service Performance, Support services, Billing Services etc. on Customer Satisfaction Index has been analyzed.

The booming revolution in Information Technology sector has pushed India's telecom market significantly. India has shown tremendous growth in the past few years in terms of cellular services. For the past few years consumers prefer wireless mode of telephone services to wire line services. As per the survey report made by Voice & Data by the end of October 2014, the number of mobile subscribers has increased from 957.61 million at the end of the September 2014 to 962.63 million at the end of the October, 2014.

The Indian cellular industry is going through distractive changes like cheaper smartphone and ultra-cheap high-speed data. In four mobile operator competitive market and digitalization, customer satisfaction is becoming the key to success for the telecom operator in India. Higher customer experience can lead to increased loyalty and sales for organization which eventually increases the profitability. The research tries to find out the factors affecting customer satisfaction of mobile consumers in India.

The Indian telecommunications industry is among the fastest-growing in the world, and by 2023, India is projected to overtake China as the second-largest telecom market globally. India's telecom industry has expanded significantly since a sizable section of the population lacks wireless connections. Given the severe competition among subscriber service providers, marketing techniques are crucial for the growth and profitability of companies. This short paper examines the advertising tactics used by Indian Telecom. The majority of subscribers encounter call drops or network loss, therefore telecom services need to resolve that issue and telecom service providers should uphold quality in service. The majority of subscribers expect quality in service.