Determinants of Customer Satisfaction in Telecom Industry - A Study of Indian Telecom Industry

12 Pages Posted: 4 Jul 2013

See all articles by G. S. Popli

G. S. Popli

Delhi School of Business

Dr. Madan

Rukmini Devi Institute of Advanced Studies

Date Written: June 11, 2013

Abstract

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.

Keywords: Customer Satisfaction, Cellular Industry, Determinants of customer satisfaction, Telecom industry

Suggested Citation

Popli, Gurmukh Singh and Madan, Dr., Determinants of Customer Satisfaction in Telecom Industry - A Study of Indian Telecom Industry (June 11, 2013). Available at SSRN: https://ssrn.com/abstract=2277570 or http://dx.doi.org/10.2139/ssrn.2277570

Gurmukh Singh Popli (Contact Author)

Delhi School of Business ( email )

VIPS - Technical Campus
AU Block, Outer Ring Road
Delhi, 110034
India

Dr. Madan

Rukmini Devi Institute of Advanced Studies ( email )

Madhuban Chowk,
Rohini, Delhi, DE 110085
India
09899602492 (Phone)

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