A Study of Customer Apprehension and Service Quality in Telecom Services (With Special Reference to Customer Expectation and Customer Experience of Airtel and BSNL in Rajasthan)

10 Pages Posted: 14 Jun 2019

Date Written: April 3, 2019

Abstract

Clienteles are the souls of any trade. Telecommunication being a service-oriented occupation persistently puts incomparability to trace out techniques of making regulars contented and delighted. Analysing this importation, this exploration was piloted to demarcate what makes customer apprehension towards service quality of Telecommunication industry. Investigator cramped the study in Rajasthan. A regimented questionnaire was contrived, reliant on earlier works, was disseminated among 700 customers (50 rural and 50 urban each on 7 divisions of Rajasthan) for the evaluation. A customer apprehension model was formulated uniting variables taken from the wide-ranging assessment of erstwhile literature. Those facets are call rate, VAS, advertisement, sales promotion, recharge facility. The model was substantiated using MS Excel, and traced out personal and market factor, perceived quality, perceived value and statistically weighty company image.

Suggested Citation

Meel, Dr. Pankaj, A Study of Customer Apprehension and Service Quality in Telecom Services (With Special Reference to Customer Expectation and Customer Experience of Airtel and BSNL in Rajasthan) (April 3, 2019). Proceedings of International Conference on Sustainable Computing in Science, Technology and Management (SUSCOM), Amity University Rajasthan, Jaipur - India, February 26-28, 2019. Available at SSRN: https://ssrn.com/abstract=3364897 or http://dx.doi.org/10.2139/ssrn.3364897

Dr. Pankaj Meel (Contact Author)

Vivekananda Global University ( email )

Jaipur
Jaipur
India

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