Literature review on customer satisfaction in telecom sector
Literature review on customer satisfaction in telecom sector
Hence, the marketing strategies to deliver telecommunication… Customer Loyalty in the Nigerian Telecommunication Industry: The Antecedence of Customer Satisfaction A. 567 respondents represents the population of Pakistan The following diagram shows that customer satisfaction is dependent upon six important dimensions. Is a San Francisco based, full-service real estate firm providing customized concierge-level services to its clients At the end of the school year, students have no energy left to complete difficult homework assignments. Review Of Literature On Customer Satisfaction In Telecom Sector You can only compare 4 properties, any new property added will replace the first one from the comparison. Customer retention in the telecom industry is a major problem, many carriers face Framework of the research indicates those variable that can effect customer satisfaction in mobile telecom industry. The study by Paulrajan and Harish (2011) showed that communication and price were most influential and most preferential factors in selecting telecommunication service provider. 6times as much revenue to a company as a somewhat satisfied customer. The European Business Review estimates that carriers lose million per month from churn. Customer satisfaction can be experienced in a variety of situations and connected to both goods and services. Service quality is one of the factors that affect customer satisfaction, along with price and personal recognition (Liu, Lee, and Hung, 2016) Reduces Customer Churn – Annual churn rate in telecommunications companies averages between 10% and 67%. (2009) The study make intellect of that service quality has impact on customer satisfaction and that there exists a positive relation- ship between service quality estimation and customer loyalty. 0 LITERATURE REVIEW Changes in the telecommunications sector world-wide have. Recent developments in telecom sector shows that communication services providers (CSPs) are engaged in various marketing and survey activities to discover the satisfaction level of their customers. The study make intellect of that service quality has impact on customer satisfaction and that there exists a positive relation- ship between service quality estimation and customer loyalty. 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. Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Customer retention in the telecom industry is a major problem, many carriers face The study, conducted with the aim to find out the mediating role of consumer buying behaviour. Index Terms— customer satisfaction, network strength, rates, customer loyalty, reliability. As per results, 46 percent respondents’ family contain 1-5 members. In general, some subscribers complain about the poor network coverage, voice call quality, internet. LITERATURE REVIEW According to Kotler and Armstrong (2010) price is an amount of money charged for a product or service (Paul W. By satisfying the customers, the organization can maximize the number of users The study, conducted with the aim to find out the mediating role of consumer buying behaviour. A brief introduction to services provided by telecom companies alongwith current scenario have been included for the better understanding of the study. An literature review on customer satisfaction in telecom sector organized questionnaire was composed and gathers the information from 200 customers. D The study analysed the relationship between customer satisfaction and customer loyalty towards various telecom service provider of telecom industry in Bangladesh. [6] the results show that occupation as one of the variables of demographics factor does have any significant impact on customers satisfaction towards telecom services like network, price(tarrif), customer support etc. LITERATURE REVIEW According to Kotler and Armstrong (2010) price is an amount of money charged for a product or service impact on customer satisfaction than customer service. Literature review: Customer satisfaction has been a famous topic in marketing practice and study research since Cardozo's (1965) earlyl study of customer effort, demands and satisfaction. In other words, customer satisfaction can be influenced by customer service, pricing structure, sales promotion, coverage,. Quality and customer satisfaction.