The findings suggest that telecom operators should put more emphasis on improving service quality, customer satisfaction, trust, corporate image in order to increase loyalty among customers. Is there an effect of csr on customers satisfaction of jordanian telecommunication companies. Framework of the research indicates those variable that can effect customer satisfaction in mobile telecom industry. On random basis 150 students of five universities were targeted. 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. Moreover, this study also explains how aftersales services such as delivery, installation, product warranty, telephoneonline supports, up. The case of cellular phone users of ethiotelecommunications in ambo town. The present study carried out with 468 users of reliance jio. The relationship between service quality, customer satisfaction and customer loyalty. For analysis part of the study a structured questionnaire was distributed. A study on customer satisfaction in mobile telecommunication. Theres many other reasons why effective customer satisfaction survey questions are so important for the service industry, too. India in 1851 when the first operational land lines were laid by the. Customer satisfaction has identified as an important influencer on customer loyalty.
Impact of service quality on customers satisfaction. Now a day customer satisfaction and customer retention are the most important challenges faced by most of banking. Nextlevel customer experience in telecommunications the importance of great customer experience is unquestioned in the telecommunications and cable industry. The impact of service quality on customer satisfaction in.
An empirical study on customer satisfaction index in. The chart shows that the major problem in the customer service centre encountered by the customers is the time taken to solve the problem with the maximum value of 9. Jun 26, 2015 this paper is an attempt to find the variablesfactors that affect customer satisfaction index for rural mobile telecom subscriber in india. Customer satisfaction is a term frequently used in market ing, it is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction and loyalty as a part of customer.
The relationship between service quality, customer. Customer satisfaction in the modern day world is the essence of every business. Student, 2associate professor, 3assistant professor. The study surveyed 200 telecom customers in bangladesh from. Recent developments in the nigerian telecommunications industry indicate. The problem of the study can be summarized in the following questions. Impact of service quality on customer satisfaction and. Hence for this study following objectives have been formed. Customer satisfaction is established when brand fulfills the needs and desires of customers.
Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. An empirical study of pakistan author sidra ansar, co author samreen lodhi. The objective of this paper is to identify the impact of service quality on customer relationship management and customer loyalty in the indian telecom sector. Five antecedents of service quality have been considered in this study viz. The stage of performance that a top quality service will need to give was conditioned through the expectation of the customers. Telecommunication being a service oriented industry always puts priority to find ways of making customers. Pdf determinants of customer satisfaction in telecom. Electronic banking services and customer satisfaction in nigerian banking industry. Abstracttodays successful organizations serving in telecom. Customer satisfaction e banking, service quality and. Pdf impact of service quality on customer loyaltya study.
Industry research, 2012, which points out that providing a complete visibility of charged services and regular updates on cost management can positively impact customer satisfaction. The study further elaborates a mixture of tools and techniques within the six sigma methodologies to achieve substantial financial benefits and customers satisfaction. With special reference to rural market june 24, 2011. A questionnaire was designed and survey was conducted to collect the data from 331 customers having bank. 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. Specifically, the study seeks answers to six crucial. I am conducting a research study in uk telecom sector with emphasis on vodafone to understand the satisfaction level of customers with the services provided by vodafone and customer care standards maintained by the company to resolve the customer issues in the partial fulfillment of my degree.
Analysis of customer satisfaction in the mobile telecommunication. Same rule applies in banking sector hence this research focuses on finding the impact of service quality, customer satisfaction and loyalty programs on customers loyalty in banking sector of pakistan. A study of customer satisfaction on telecom service providers. Empirical evidence from telecom sector of pakistan. Service should provide the customer with more than a product or action taken on hisher behalf. Nextlevel customer experience in telecommunications. A research study of mobile communication karak pakistan said alam khan department of management sciences, mba. Customer satisfaction in the mobile telecom industry in bahrain. Identification of factors responsible for customer satisfaction is a key concern of marketing scholars and marketers in now a days and it will remain in the future. 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. This onetwo punch is pushing todays telecom operators to think more about customer experience, and to expand the range of services they provide. Impact of service quality on customer loyalty a study on. In telecom industry, service providers are the main drivers.
It is a judgement that a product or service feature, or the product or service itself. Customer satisfaction in the mobile telecom industry in. Popli manish madan abstract the purpose of this study is to find out those determinants and factors whicht can affect and have an impact on the satisfaction level of customers in the telecom industry. Pdf customer satisfaction in the service industrycase. The impact of service quality, customer satisfaction and.
By satisfying the customers, the organization can maximize the number of users. Service providers frequently place a higher priority on customer satisfaction, because it has been seen as a. 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. To know the satisfaction level of customers of bank in each service dimension. By ahsanullah university of science and technology abstract the objective of the study is to investigate the determinants of customer loyalty in telecom industry in bangladesh. Determinants of customer satisfaction in telecom industry a study of indian telecom industry prof. A happy customer will continue to be a buying customer and a returning customer. A few years ago, in total seven licensed network companies exist that contribute to malaysian telecommunication industry. This study investigated factors that could become the customer satisfaction index in determining the customer needs and expectation towards mobile network service. Customer satisfaction customer satisfaction is a personal feeling of either pleasure or disappointment resulting from the evaluation of services provided by an organization to an individual in relation to expectations 14. Pdf factors affecting the service quality and customer. Companies are competing to increase their market share, implementing innovative technologies and.
Therefore this research work is conducted for the reason to find the factors which has a major influence on customer satisfaction. Relationship between service quality and customer satisfaction customer satisfaction literature discusses about satisfaction model in. The impact of various service parameters like service quality, service performance, support services, billing services etc. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed. Impact of employee satisfaction on customer satisfact ion in telecom sector of pakistan humaira aziz. Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. Following are the important factors that could affect customer satisfaction. In this research we explore the antecedents of customer satisfaction in the. This is even more relevant for the service industry, which relies on constant service improvement to stay ahead of their competitors. Is there a statistically significant difference for the satisfaction of customers of. Pdf factors affecting customer satisfaction in mobile.
In this research study, the subscribers of telecom sector or the mobile service providers like ufone, mobilink. Impact of relationship marketing tactics on relationship. Impact of service quality on customer satisfaction and customer loyalty 334 2. Comparison of service performance and customer satisfaction in telecom sector. The study found that the correlation value between service quality and customer satisfaction is 0. Kapil kumar published on 20180424 download full article with reference data. A study of telecom subscribers in ogun state, nigeria onigbinde isaac oladepo ph. Impact of employee satisfaction on customer satisfaction. Improving customer experience in telecommunications. Sector in india as mentioned above, not many have focused on customer satisfaction in mobile telecom sector. The following diagram shows that customer satisfaction is dependent upon six important dimensions. Factors affecting customer satisfaction in mobile telecommunication industry in bangladesh. In recent years telecom sector is a vital contributor in the economic growth of all. The relationship between customer satisfaction and customer.
This instrument continues to be widely used in marketing studies of customer satisfaction and consumer preference 3, despite some argument that other models may be better 4 5 6 and 7. To know the various important service quality dimension in banking industry. Factors affecting customers satisfaction towards services provided by telecom sector. Telecom companies must pursue for higher customer satisfaction and loyalty. Telecom industry is one of the fastest growing telecom markets in the world. Interdisciplinary journal of contemporary research in business, 1 2. Pdf after sales service, customer satisfaction and loyalty. Abstractthe satisfied customers actually are the possessions of business, to. Factors affecting customers satisfaction towards services. Basic research proposal exploring ways to enhance customer satisfaction introduction customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer information satisfaction with information provided at point of sale or post purchase, billing ease of understanding the telco bill spend management experience with, and awareness of. Customer satisfaction analysis of telecommunication company. Further, customer trust impacted by customer satisfaction which proved that customer satisfaction is an antecedent of customer trust.
Advance research journal of multidisciplinary discoveries. For analysis part of the study a structured questionnaire. Abstractthe satisfied customers actually are the possessions of business, to implement enhanced business in this aggressive era, only. Customer satisfaction index in mobile telecom sector in. An analytical model is developed to test the relationship between these tactics and customer loyalty. In real, every organization wants to maximize the number of customers through customer satisfaction. Determinants of customer satisfaction in telecom industry a study.
What is customer satisfaction management study guide. Makkar, urvashi and kumar, harinder, an empirical study on customer satisfaction index in mobile telecom sector in india. Results of the tenthwave polling undertaken by roy morgan research for communications alliance ltd from april 2015 july 2015 roy morgan research is tracking customer satisfaction among australian telecommunications customers. In this research study, the subscribers of telecom sector or the mobile service providers like ufone, mobilink, telenor etc operating in pakistan were targeted as the population while price fairness. An empirical study on customer satisfaction index in mobile. Determinants of customer satisfaction in telecom industry a. Pdf customer satisfaction factors towards mobile network. The broad objective of this research work is to examine the impact of customer satisfaction on mobile telecommunication service provider while the specific objectives are to.
Customer satisfaction in telecoms is on the up, but remains lowest ranked sector overall customer satisfaction in the telecoms sector has increased over the past year, continuing the ongoing upward trend in satisfaction since 2011, reveals the uk customer satisfaction index ukcsi, published today by the institute of customer service. Research proposal on customer satisfaction free essays. The study has identified major six hypotheses which are responsible for customer satisfaction in telecom industry. Indian telecom sector is of the fastest growing telecom market in the world india is presently the second largest telecom market in the world and has third largest internet users. Service quality has been considered as independent variable whereas customer relationship management and customer loyalty were considered as dependent variable.
There is considerable evidence that quality factors affecting customer satisfaction. Customer satisfaction can be built up when brand satisfies the. Impact of employee satisfaction on customer satisfaction in. Customer satisfaction survey questions for the service. Customer satisfaction and loyalty have been identified as critical success factors in any business organization. Back ground of the study elecommunication service was introduced first in ethiopia during 1894 when the construction of the telephone line from harar to the capital city, addis ababa finfinnee, was started. In essence, the customer should walk away pleased at the result of the transaction not just content but actually happy.
The impact of service quality on customer satisfaction in telecom sector of pakistan. There is considerable evidence that quality factors affecting customer satisfaction in numerous ways. A comparative study in mobile telecommunication industry. Measuring customer satisfaction with service quality using. Customer experience in the telecom industry report 2017 highlights consumer feelings about their experiences, overall satisfaction, and likelihood to recommend telecommunications providers.
Mohammed almossawi, college of business administration. An investigation in vietnamese retail banking sector ngo vu minh, nguyen huan huu abstract this study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Telecommunication industry has become one of the fastest growing sectors in the economy of albania. There is positive linear relationship between the service quality and customer satisfactions. 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. Customer satisfaction measurement and analysis using six. The current research paper becomes more significant in this light, as its focus is to find out the factors affecting customer satisfaction in mobile telecom sector. Study on factors affecting customer satisfaction in mobile.
In the electronic communications sector, research regarding the relationships between customer loyalty and corporate sustainability has been. Pdf after sales service, customer satisfaction and. It also depends on how efficiently it is managed and how promptly services are provided. Impact of employee satisfaction on customer satisfaction in telecom sector of pakistan humaira aziz. Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. Customer satisfaction is the customer s positive or negative feeling about the value that was received after the consumption of ideas, goods and services. In the last two decades, indian telecom sector particularly the mobile telephony has shown. Customer satisfaction helps in building longterm relationship and achieving goal of business that is profit. Moreover, this study also explains how aftersales services such as delivery, installation. Relationship marketing tactics, relationship quality, trust, satisfaction, customer loyalty, telecom. Determinants of customer satisfaction in telecom industry.
Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. This study aims to examine the relationships between aftersales service, customer satisfaction, and loyalty. An investigation in vietnamese retail banking sector ngo vu minh, nguyen huan huu abstract this study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer. The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of pakistan. In other words, customer satisfaction can be influenced by customer service, pricing structure, sales promotion, coverage. Determinants of customer loyalty in mobile telecommunication. Determinants of customer loyalty in mobile telecommunication industry in bangladesh. Customer satisfaction in the service industrycase study of telecommunication industry in albania conference paper pdf available november 2017 with 3,563 reads how we measure reads.
Research objectives the objective of this study is to investigate the importance, determinants, and consequences of customer satisfaction in the mobile telecom industry in bahrain. Products or services create value for customers not by delivering the products or services themselves, but by delivering consequences in their use situations. Important attributes of customer satisfaction in telecom industry. Impact of service quality on customer loyalty a study on telecom sector in india doi.
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