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    MEGA Questions

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    akhil mansoor
    This document reviews several studies on customer satisfaction towards telecommunication service providers in India. Debarun Chakraborty (2013) conducted a study of 250 customers in West Bengal, finding that core services like coverage, connectivity and call rates most influenced satisfaction. Kavitha et al (2013) studied Vodafone customers in Madurai using surveys. Ms.Indumathy.R,Ms.Reshma Rajkumar & Mr.Velmurugan.G., (2017) found JIO users were mostly students who preferred data services. R.Sorna Priya & M.Sathiya, (2017) found most JIO users were aged 25-38, graduates and spent Rs.

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    MEGA Questions

    Uploaded by

    akhil mansoor
    82 views3 pages
    This document reviews several studies on customer satisfaction towards telecommunication service providers in India. Debarun Chakraborty (2013) conducted a study of 250 customers in West Bengal, finding that core services like coverage, connectivity and call rates most influenced satisfaction. Kavitha et al (2013) studied Vodafone customers in Madurai using surveys. Ms.Indumathy.R,Ms.Reshma Rajkumar & Mr.Velmurugan.G., (2017) found JIO users were mostly students who preferred data services. R.Sorna Priya & M.Sathiya, (2017) found most JIO users were aged 25-38, graduates and spent Rs.

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    This document reviews several studies on customer satisfaction towards telecommunication service providers in India. Debarun Chakraborty (2013) conducted a study of 250 customers in West Bengal, finding that core services like coverage, connectivity and call rates most influenced satisfaction. Kavitha et al (2013) studied Vodafone customers in Madurai using surveys. Ms.Indumathy.R,Ms.Reshma Rajkumar & Mr.Velmurugan.G., (2017) found JIO users were mostly students who preferred data services. R.Sorna Priya & M.Sathiya, (2017) found most JIO users were aged 25-38, graduates and spent Rs.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    82 views3 pages

    MEGA Questions

    Uploaded by

    akhil mansoor
    This document reviews several studies on customer satisfaction towards telecommunication service providers in India. Debarun Chakraborty (2013) conducted a study of 250 customers in West Bengal, finding that core services like coverage, connectivity and call rates most influenced satisfaction. Kavitha et al (2013) studied Vodafone customers in Madurai using surveys. Ms.Indumathy.R,Ms.Reshma Rajkumar & Mr.Velmurugan.G., (2017) found JIO users were mostly students who preferred data services. R.Sorna Priya & M.Sathiya, (2017) found most JIO users were aged 25-38, graduates and spent Rs.

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    © All Rights Reserved
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    of 3

    REVIEW OF LITERATURE

    Debarun Chakraborty (2013),

    in his article determined the customer satisfaction &expectation towards a telecommunication


    company in West Midnapore which is a district of West Bengal. A descriptive study was conducted
    to achieve the objectives. In total 250 respondents filled a well-structured questionnaire having a
    list of statements pertaining to products, services & facilities provided by the service provider.
    Results reveal that the dimensions which influence the satisfaction level of customer’s are: Core
    services (like good coverage, good connectivity and network quality) and call rate. Further results
    show that there is a significant relation between the brand name and the preference of customers.
    Hence, it has been recommended that telecom companies should focus on connectivity, call rate,
    coverage and network quality.

    Kavitha et al (2013),

    in their article titled “A study on Customer satisfaction towards Vodafone sim card special
    reference in Madurai city” determined the consumer satisfaction on Vodafone service providers’
    services in Madurai district and to find out the consumers mentality towards using the services.
    The research type used in this study is descriptive research. Data were collected by survey method
    through structured questionnaire with both opened and closed ended questions. For distribution of
    questionnaire to the consumer convenience sampling method was used to select the customers and
    the survey was taken among those selected users. After collecting the data from the respondents,
    it was analyzed using Simple Percentage and Chi-Square Tests method used for analyzing the
    collected data

    Debarun Chakraborty (2013),

    in his research investigated the customer satisfaction & expectation towards a telecommunication
    company in West Midnapore which is a district of West Bengal. A descriptive study was conducted
    to achieve the objectives. In total 250 respondents filled a well-structured questionnaire having a
    list of statements pertaining to products, services & facilities provided by the service provider.
    Results reveal that the dimensions which influence the satisfaction level of customer’s are: Core
    services (like good coverage, good connectivity and network quality) and call rate. Further results
    show that there is a significant relation between the brand name and the preference of customers.
    Hence, it has been recommended that

    Ms.Indumathy.R,Ms.Reshma Rajkumar & Mr.Velmurugan.G., (2017)

    in his study “JIO’S Digital Life-A Survey” observed that most of the users are students and they
    prefer JIO generally for its data services, few demographic factors are associated with the user’s
    services preference. Their satisfaction level is also excellent towards few services except network
    coverage.

    R.Sorna Priya & M.Sathiya, (2017)

    in his study “Customer satisfaction towards reliance JIO network” find that majority of the
    respondents (67%) are in the age group of 25yeras and 38% respondents are graduate, 56%
    respondents are between the income group of Rs.10000-20000 and using Airtel with JIO services
    and monthly expenditure of respondents is Rs 100-200 per month. Further most of the respondents
    aware about JIO through mouth publicity and almost 52%-56% respondents are satisfied with JIO
    services.

    Deoskar Aruna (2009),

    in her study “A study of mobile services from customer’s perspective”, shows the spectacular
    revolution in information technology happened in India which boosted telecom sector. The main
    objective is to study the impact of customer service on customer satisfaction and to associate
    various factors like data coverage, billing facilities with it. The findings gathered by testing data
    using SPSS states that all the sub parameters like billing service and data coverage has a significant
    impact on the customer satisfaction influencing customer perception.

    Aruna, 2009) Debarun Chakraborty (2013)

    in his research investigated the customer satisfaction & expectation towards a telecommunication
    company in West Midnapore which is a district of West Bengal. A descriptive study was conducted
    to achieve the objectives. In total 250 respondents filled a well-structured questionnaire having a
    list of statements pertaining to products, services & facilities provided by the service provider.
    Results reveal that the dimensions which influence the satisfaction level of customer’s are: Core
    services (like good coverage, good connectivity and network quality) and call rate. Further results
    show that there is a significant relation between the brand name and the preference of customers.
    Hence, it has been recommended that telecom companies should focus on connectivity, call rate,
    coverage and network quality.

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