service quality and customer satisfaction using SERVQUAL Model: The Case Study of Tanzania Telecommunications Company Limited (TTCL)”, a partial fulfillment of the requirement for the Masters of Business Administration of the Published 2016 Impact of Service Quality on Customer Loyalty-A Study on Telecom Sector in India @inproceedings{Dubey2016ImpactOS, title={Impact of Service Quality on Customer Loyalty-A Study on Telecom Sector in India}, author={Archi Dubey and Dr. Ashwini Kumar Srivastava}, year={2016} } The area of the research is customer satisfaction towards the service offered by large telecom service provider Vodafone. to measure the performance of the telecom service providers in India. The objective of this paper is to study the impact of service quality gaps with customer loyalty in the Indian telecom sector. It was concluded that findings of. service quality and customer satisfaction issues in telecom industry is limited and there is no available measurement scales for service quality, especially in Bangladesh, this study attempts to design the measurement scales for Which CX strategy is best for Telcos? Thus, we have come up with a … reliabilty, assurance, tangibility, … 4, 2017, pp. This study offers insights for telecom service providers to understand the non-financial determinants of performance. Recently a study was conducted by Thomas (2013) examined the factors that affect customer satisfaction on mobile users of ethio telecom at Addis Abeba. To measure the current level of The present study carried out with 468 users of Reliance Jio. Impact of Service Quality on Customer Satisfaction and Customer Loyalty 334 2.2 Customer Satisfaction Satisfaction is a feeling that surfaces from an evaluation process, i.e. 2, June 2019, 27-35 186-193. doi: 10.5923/j.economics.20170704.04. Contribution: This study explains the effect of service quality on customer satisfaction by explaining their interrelationship. Well, T-Mobile was awarded J.D. As a matter of fact, not much literature is available concerning our present study. Service Quality and Customers preference of Cellular Mobile Service Providers Rajkumar Paulrajan and Harish Rajkumar 1 1 Institutional affiliation: Department of Industrial Engineering, Anna University, Chennai, India, Contact address : 27 / 6 Bazaar Street, West KK Nagar, Chennai 600 078, India, Phone number : +91 98416 75969, E-mail address: raniha@yahoo.com AUTHOR: JENET MANYI AGBOR SUPERVISOR: JESSICA ERIKSSON Student Umeå School of … suggested that the service providers should offer different package in such a way as to satisfy those customers. It also of KONGU ENGINEERING COLLEGE, PERUNDURAI. Srivastava2 Research Scholar, Institute of management, Pt. The Relationship between Customer Satisfaction and Service Quality: a study of three Service sectors in Umeå. The impact of service quality on customer satisfaction in telecom sector of Pakistan. 2. Service providers frequently place a higher priority on customer satisfaction, because it has been seen as a prerequisite to customer retention. Kumar & Mishra (2013) conducted a comparative study on the customer satisfaction and loyalty in Indian Telecommunication Industry between public and private telecom service providers… To evaluate customer satisfaction level with the actual service being offered by Emtel LTD. 4. In telecom industry, service providers are the main drivers; whereas equipment manufacturers are witnessing growth. 3. It tries to identify from service providers in organizations [2]. It is found that illiterate users are having maximum (71) percent of low satisfaction. To study the outcome of the service quality dimensions to see which dimension is more effective. study is an attempt to examine the factors influencing buying behaviour of the customers in Telecom Sector. Projectsformba.blogspot.comA STUDY ON THE CUSTOMER PERCEPTION OF MOBILE PHONE SERVICE PROVIDERS IN ERODE DISTRICT WITH SPECIAL REFERENCE TO BSNL By Reg.No. ISSN: 2349-5677 Volume 1, Issue 9, February 2015 50 A Comparative Study on Customer Preference of Mobile Service Providers with Selected Service Providers Dr. L. Leo Franklin Assistant Professor & Research Adviser PG. From the analysis it was found that the choice of mobile handset and services cannot be separated Keywords : customer perceived network quality; customer care services; customer satisfaction; overall brand equity; service quality perception; telecom circle; India. when the consumer of a good or service compares A STUDY ON CUSTOMER SATISFACTION OF AIRTEL MOBILE NETWORK IN CHENNAI S.Parameshwari 1 | K.Sathya 2 1 (Department of Commerce, Prist University, Thanjavur) 2 … Cite this paper: Abdullah Hussein Al-Hashedi, Sanad Ahmed Abkar, The Impact of Service Quality Dimensions on Customer Satisfaction in Telecom Mobile Companies in Yemen, American Journal of Economics, Vol. 7 No. Power’sHighest in Customer Service among Full-Service Wireless Providers twice in a row. with customer satisfaction can also be investigated for further research in the same area. 5 ABSTRACT The present study is undertaken to understand the customer satisfaction in mobile service providers .It is done under the guidance of IMRB The study was done to find out the customer satisfaction level in mobile service provider players in the market and to know the customer perception towards other mobile service providers, this survey was done in twin cities. Five antecedents of service quality gaps have been considered in this study viz. 12, No. level of customer satisfaction will decrease the perceived need to switch service provider, thereby increasing customer repurchase and ultimately enhancing profitability of the organization (Bowen, & … In order to achieve the desired level of objectives and aim, qualitative and quantitative research methods have Impact of Service Quality on Customer Loyalty- A Study on Telecom Sector in India Archi Dubey1, Dr. A.K. based questionnaires. A Comparative Study of Telecommunication Service Providers 15 Bsnl and Airtel Operating in Gwalior Division India method, since the aim of the study is the customers perceived service quality and how it is related to customer satisfaction Customer Satisfaction has positive outcomes for telecom operators such as increasing sales and profitability, improving customer loyalty, lowering marketing costs, and attaining competitiveness. service providers need to change their focus and pay more attention to customer satisfaction, loyalty, International Journal of Innovation and Business Strategy (IJIBS)/ Vol. A study conducted in Korea concluded that customer satisfaction can be considered as an attitude and judgment, meaning that the customer will compare the encounter with the expectations and can have different encounters in different areas of the service leading to dissatisfaction (Lee, 2010). 3.3.5 Customer care services of mobile telecom service providers 150 3.3.6 Quality of service of mobile telecom service providers 160 3.3.7 Brand value of mobile telecom service providers 169 … As a positive outcome of marketing activities, high customer satisfaction leads to service provider (Panda, 2003) “which determines customer satisfaction and loyalty” (Jones, 2002 as cited by Lymperopoulos et al., 2006). Organizational outcome such as Keywords: Consumer Behaviour customer satisfaction level in mobile service provider players in the market and to know the customer perception towards other mobile service providers, this survey was done in twin cities. Ravishankar Shukla University, Raipur, C.G. The secret to improving it, is to An empirical study of Pakistan Author Sidra Ansar, co author Samreen Lodhi Abstract—Today's successful organizations serving in telecom By keeping this background in mind, this research study is focussed on behavioural aspect of telecom industry to enhance our knowledge on performance or productivity in the area of channel sales management. The results were calculated by analytical software SPSS-20. After applying factor analysis, various influential factors have been extracted. The sample size was 400 respondents and four main telecom service providers were considered for the study. 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