Therefore, building customer relationship is a backbone for all organizations in general, and companies in service industries in particular. Recent developments in the nigerian telecommunications industry indicate. Impact of service quality on customer satisfaction and customer loyalty 334 2. Telecom industry is one of the fastest growing telecom markets in the world. Customer satisfaction in the mobile telecom industry in bahrain. Pdf factors affecting customer satisfaction in mobile. Determinants of customer satisfaction in telecom industry a study.
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 and loyalty as a part of customer. Customer satisfaction survey questions for the service. Impact of employee satisfaction on customer satisfact ion in telecom sector of pakistan humaira aziz. The present study carried out with 468 users of reliance jio. Pdf factors affecting the service quality and customer.
Customer experience in the telecom industry report 2017 highlights consumer feelings about their experiences, overall satisfaction, and likelihood to recommend telecommunications providers. 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. 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. 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. Impact of employee satisfaction on customer satisfaction. This onetwo punch is pushing todays telecom operators to think more about customer experience, and to expand the range of services they provide. Moreover, this study also explains how aftersales services such as delivery, installation. There is positive linear relationship between the service quality and customer satisfactions. Specifically, the study seeks answers to six crucial.
This study aims to examine the relationships between aftersales service, customer satisfaction, and loyalty. 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. A study of customer satisfaction on telecom service providers. Impact of employee satisfaction on customer satisfaction in telecom sector of pakistan humaira aziz. Determinants of customer loyalty in mobile telecommunication industry in bangladesh. Customer satisfaction can be built up when brand satisfies the requirements and. The current study focuses on the service quality factors which influence customer satisfaction in telecom industry of pakistan. The stage of performance that a top quality service will need to give was conditioned through the expectation of the customers. Customer satisfaction index in mobile telecom sector in. Improving customer experience in telecommunications. An analytical model is developed to test the relationship between these tactics and customer loyalty.
Factors affecting customers satisfaction towards services. Abstractthe satisfied customers actually are the possessions of business, to implement enhanced business in this aggressive era, only. 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 should provide the customer with more than a product or action taken on hisher behalf. Hence for this study following objectives have been formed. 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.
This study investigated factors that could become the customer satisfaction index in determining the customer needs and expectation towards mobile network service. 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. 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. 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 role of service quality and customer commitment article pdf available in tqm journal 291 january 2017 with 3,542 reads how we measure reads. Pdf impact of service quality on customer loyaltya study. Impact of service quality on customer loyalty a study on telecom sector in india doi. 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. To know the satisfaction level of customers of bank in each service dimension. In other words, customer satisfaction can be influenced by customer service, pricing structure, sales promotion, coverage.
Customer satisfaction and loyalty have been identified as critical success factors in any business organization. For analysis part of the study a structured questionnaire was distributed. Nextlevel customer experience in telecommunications the importance of great customer experience is unquestioned in the telecommunications and cable industry. Sector in india as mentioned above, not many have focused on customer satisfaction in mobile telecom sector. Electronic banking services and customer satisfaction in nigerian banking industry. Pdf customer satisfaction factors towards mobile network. Relationship marketing tactics, relationship quality, trust, satisfaction, customer loyalty, telecom.
It also depends on how efficiently it is managed and how promptly services are provided. Interdisciplinary journal of contemporary research in business, 1 2. The problem of the study can be summarized in the following questions. Impact of customer satisfaction on mobile telecommunication service provider falilat ajoke abdul, abdulrasaq salman and oluwayom omotayo olota department of business administration, university of ilorin, ilorin abstract one of the purposes for the establishment of telecommunication industry is to create satisfaction. Determinants of customer satisfaction in telecom industry. A study on customer satisfaction in mobile telecommunication. This is even more relevant for the service industry, which relies on constant service improvement to stay ahead of their competitors. Factors affecting customers satisfaction towards services provided by telecom sector. Five antecedents of service quality have been considered in this study viz. Customer satisfaction is established when brand fulfills the needs and desires of customers. Impact of employee satisfaction on customer satisfaction in. Factors affecting customer satisfaction in mobile telecommunication industry in bangladesh. On random basis 150 students of five universities were targeted. Moreover, this study also explains how aftersales services such as delivery, installation, product warranty, telephoneonline supports, up.
Abstracttodays successful organizations serving in telecom. Determinants of customer satisfaction in telecom industry a study of indian telecom industry prof. Comparison of service performance and customer satisfaction in telecom sector. 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. A few years ago, in total seven licensed network companies exist that contribute to malaysian telecommunication industry.
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. With special reference to rural market june 24, 2011. In telecom industry, service providers are the main drivers. Determinants of customer satisfaction in telecom industry a. In the last two decades, indian telecom sector particularly the mobile telephony has shown. 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. Important attributes of customer satisfaction in telecom industry. 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.
The relationship between service quality, customer satisfaction and customer loyalty. Nextlevel customer experience in telecommunications. Empirical evidence from telecom sector of pakistan. In real, every organization wants to maximize the number of customers through customer satisfaction. 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. Pdf after sales service, customer satisfaction and loyalty. An empirical study on customer satisfaction index in mobile.
Customer satisfaction measurement and analysis using six. Telecommunication being a service oriented industry always puts priority to find ways of making customers. The study surveyed 200 telecom customers in bangladesh from. Kapil kumar published on 20180424 download full article with reference data. In this research we explore the antecedents of customer satisfaction in the. Following are the important factors that could affect customer satisfaction.
In this research study, the subscribers of telecom sector or the mobile service providers like ufone, mobilink. A study of telecom subscribers in ogun state, nigeria onigbinde isaac oladepo ph. Therefore this research work is conducted for the reason to find the factors which has a major influence on customer satisfaction. Ekinci et al 2004 cites olivers updated definition on the disconfirmation theory, which states satisfaction is the guests fulfilment response. 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. The following diagram shows that customer satisfaction is dependent upon six important dimensions.
Impact of service quality on customer loyalty a study on. A research study of mobile communication karak pakistan said alam khan department of management sciences, mba. What is customer satisfaction management study guide. 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. The study has identified major six hypotheses which are responsible for customer satisfaction in telecom industry. The relationship between customer satisfaction and customer. Jun 26, 2015 this paper is an attempt to find the variablesfactors that affect customer satisfaction index for rural mobile telecom subscriber in india. In recent years telecom sector is a vital contributor in the economic growth of all. By satisfying the customers, the organization can maximize the number of users. Pdf determinants of customer satisfaction in telecom. Customer satisfaction has identified as an important influencer on customer loyalty. Customer satisfaction is the customer s positive or negative feeling about the value that was received after the consumption of ideas, goods and services. Impact of service quality on customers satisfaction.
Theres many other reasons why effective customer satisfaction survey questions are so important for the service industry, too. Impact of service quality on customer satisfaction and. Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. Research proposal on customer satisfaction free essays. Measuring customer satisfaction with service quality using. In essence, the customer should walk away pleased at the result of the transaction not just content but actually happy.
Analysis of customer satisfaction in the mobile telecommunication. The case of cellular phone users of ethiotelecommunications in ambo town. Advance research journal of multidisciplinary discoveries. For analysis part of the study a structured questionnaire. Customer satisfaction e banking, service quality and. The influence of customer experience on customer loyalty. Mohammed almossawi, college of business administration. Telecom companies must pursue for higher customer satisfaction and loyalty. The relationship between service quality, customer. Service quality has been considered as independent variable whereas customer relationship management and customer loyalty were considered as dependent variable. A happy customer will continue to be a buying customer and a returning customer. 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. It is a judgement that a product or service feature, or the product or service itself. An empirical study of pakistan author sidra ansar, co author samreen lodhi.
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. Telecommunication industry has become one of the fastest growing sectors in the economy of albania. Pdf after sales service, customer satisfaction and. Relationship between service quality and customer satisfaction customer satisfaction literature discusses about satisfaction model in. Customer satisfaction is a part of customers experience that exposes a suppliers behavior on customers expectation. Determinants of customer loyalty in mobile telecommunication. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed. A questionnaire was designed and survey was conducted to collect the data from 331 customers having bank. An empirical study on customer satisfaction index in. A comparative study in mobile telecommunication industry.
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. The study found that the correlation value between service quality and customer satisfaction is 0. Makkar, urvashi and kumar, harinder, an empirical study on customer satisfaction index in mobile telecom sector in india. 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.
Customer satisfaction analysis of telecommunication company. 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. Customer satisfaction can be built up when brand satisfies the. The study further elaborates a mixture of tools and techniques within the six sigma methodologies to achieve substantial financial benefits and customers satisfaction. 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. Abstractthe satisfied customers actually are the possessions of business, to.
Companies are competing to increase their market share, implementing innovative technologies and. The impact of service quality, customer satisfaction and. Impact of relationship marketing tactics on relationship. Customer satisfaction in the modern day world is the essence of every business. Student, 2associate professor, 3assistant professor. 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. The impact of service quality on customer satisfaction in telecom sector of pakistan. India in 1851 when the first operational land lines were laid by the. 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. 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. Is there a statistically significant difference for the satisfaction of customers of. In the electronic communications sector, research regarding the relationships between customer loyalty and corporate sustainability has been.
Products or services create value for customers not by delivering the products or services themselves, but by delivering consequences in their use situations. The impact of various service parameters like service quality, service performance, support services, billing services etc. Is there an effect of csr on customers satisfaction of jordanian telecommunication companies. 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. Pdf customer satisfaction in the service industrycase. Study on factors affecting customer satisfaction in mobile. 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.
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