Determinants of Customer Satisfaction in Telecom Industry - A Study of Indian Telecom Industry
12 Pages Posted: 4 Jul 2013
Date Written: June 11, 2013
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
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