scholarly journals Connecting People: A Statistical Study of Telecom Service Providers

2020 ◽  
Vol 8 (7) ◽  
pp. 1221-1225
Author(s):  
Prakash S. Chougule
Keyword(s):  
Statistical Study ◽  
Service Providers ◽  
Telecom Service

Exploration of Product Centric Factors in Telecom Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Swati Ganeti ◽  
Rajat Agarwal ◽  
Murali Krishna Medudula ◽  
Mahim Sagar
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Connectivity ◽  
Factor Loading ◽  
The Other ◽  
Relative Importance ◽  
Network Connection ◽  
Telecom Service ◽  
Telecom Industry

Telecom industry is one of those industries which has changed dramatically during the past decade. With more and more players entering in this industry, competition is ever increasing. The war between these players is slowly shifting from the price to the augmentation. This paper aims at exploring such factors which influence a customers preference of one telecom service provider (TSP) over the other. It is a descriptive research where study has been conducted among the consumers of different telecom service providers (TSPs). By reviewing the existing literature in this domain, we explored different factors which affect the consumers decision to prefer one telecom service provider over the other. A consumer targeted questionnaire was designed where consumers were asked about the factors they consider (with their relative importance quantified using Likert scale), before buying a new network connection to know the relative importance of the various factors. Factor Analysis was performed to club various variables into distinct factors. Statistical techniques then helped in identifying the relative importance. From the Factor Loading matrix the following five factors were generated:- Overall service quality, Point of Purchase Differentiator, Promotion Measures, Tariff Plans and Size of the Network. Further study in the behavioural perceptions of consumer shows that the most important factor in influencing the customer buying behavior is Service Quality. The second most important factor is cost and various plans offered by the telecom service provider. Network connectivity was considered by almost all the respondents and consumers prefer the largest network player. The study also found that promotional measures dont influence the customers as expected.

COMPARATIVE ANALYSIS OF CUSTOMER SATISFACTION OF TELECOM SERVICE PROVIDERS IN HARYANA

2021 ◽  
Vol 9 (1) ◽  
pp. 709-719
Author(s):  
RAMESH C. HOODA, DR. VIKAS TYAGI
Keyword(s):  
Comparative Analysis ◽  
Customer Satisfaction ◽  
Mobile Networks ◽  
Research Study ◽  
Service Providers ◽  
Advanced Technology ◽  
Survey Method ◽  
Extensive Literature ◽  
Systematic Analysis ◽  
Telecom Service

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes  namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’,  ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

scholarly journals Does Emotional Intelligence Influence Employees, Customers and Operational Efficiency? An Empirical Validation

2016 ◽  
Vol 8 (6) ◽  
pp. 77 ◽  
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said M. Gattoufi
Keyword(s):  
Emotional Intelligence ◽  
Service Quality ◽  
Service Industry ◽  
Service Providers ◽  
Operational Efficiency ◽  
Service Industries ◽  
Empirical Validation ◽  
Continuous Training ◽  
Telecom Service ◽  
The Impact

<p>A research study was initiated to investigate the impact of emotional intelligence on employees’ satisfaction and loyalty, and how it influences operational efficiency in telecom service industry in Oman. A questionnaire-based survey was conducted and the responses received were tested with various statistical techniques. These test results were found to be in broad agreement with the assumptions widely prevalent in management literature and service industries.</p><p>The findings suggest that emotional intelligence contributes significantly in improving internal performance. Employees are valuable assets and improved internal performance is due to employees’ commitment. Service industry could take care of employees, keep them satisfied to win their loyalty, which can be achieved through regular employees’ engagement and involvement. Engaged employees value customers’ expectations and build better relationship. Satisfied and loyal employees are in a position to deliver high service quality and improved productivity. The service provider shall continuously monitor service quality to maintain end users’ satisfaction. It can be sustained through employees’ continuous training and skills development that will improve operational efficiency of the company in terms of increased sales and profitability. Thus, the present study provides an empirical validation and confirmation of the propositions and hypotheses about how service providers should manage employees’ emotional intelligence for giving them satisfaction, winning their loyalty, thereby, eventually enhancing service values, operational efficiency and profitability of the company.</p>

scholarly journals Experiment of Telecom Customer’s Needs and Satisfaction Based on Kano Model

2019 ◽  
Vol 9 (2) ◽  
pp. 5074-5077
Keyword(s):  
Customer Satisfaction ◽  
Behavioral Intentions ◽  
Network Performance ◽  
Service Providers ◽  
Kano Model ◽  
One Dimensional ◽  
Wide Range ◽  
Telecom Service ◽  
Four Quadrant

with the changing technology customers are more aware of services available to them. They access wide range of information of available products and services which has lead to change in their perception about services and service providers. This has made telecom a hard sector to survive for telecom service providers. These changes in behavioral intentions has made it necessary to us understand what all services customers feel a mandatory part of telecom service and what attract them to reuse the service. To study these customers needs Kano model was applied to category services of SERVQUAL model on four quadrant - attractive, one dimensional, must-be and indifferent. The result stated that network performance attract telecom customers the most and tangibility factors are the ones which service providers can minimize as customers are indifferent about them. Safety and security in transaction is one dimensional factor that can increase customer satisfaction. Must be attributes need to be continued to maintained customers stay with the telecom brands. Thus study tried to understand behavior of customers and identify factors that could increase customer satisfaction.

scholarly journals Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

2016 ◽  
Vol 11 (9) ◽  
pp. 207
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said Gattoufi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Service Providers ◽  
Operational Performance ◽  
Service Delivery System ◽  
Telecom Service ◽  
The Impact ◽  
Original Equipment Manufacturers

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

scholarly journals Effects of Capital Structure and Managerial Ownership on Profitability: Experience from Bangladesh

2016 ◽  
Vol 11 (9) ◽  
pp. 218
Author(s):  
Md. Imran Hossain
Keyword(s):  
Capital Structure ◽  
Service Providers ◽  
Stock Exchange ◽  
Agency Cost ◽  
Managerial Ownership ◽  
Manufacturing Companies ◽  
Technological Support ◽  
Critical Success ◽  
Telecom Service ◽  
Research Findings

<p>This paper aims at investigating the effects of capital structure and managerial ownership on the profitability of the Bangladeshi companies based on a strongly balanced panel data of 81 manufacturing companies listed under 10 industries in Dhaka Stock Exchange for 2002-2014. The results of Panel Corrected Standard Error (PCSE) regression model suggest that capital structure variables negatively affect ROA but positively affect ROE of the firms. Furthermore, Short term debt influences profitability of the firms more severely compared to Long term debt. On the contrary, managerial ownership positively affects profitability conforming to the Agency cost theory. It was also found that Bangladeshi firms followed aggressive financing strategies that led to an increase in their financial &amp; bankruptcy risks to a great extent. That the financial managers should employ less leverage in the capital structure and minimize agency cost of equity in order to maximize the profitability of firms is the policy implication of this paper. EN-US style='font-size:10.0pt;font-family: "Times New Roman","serif";mso-ascii-theme-font:major-bidi;mso-fareast-font-family: 宋体;mso-hansi-theme-font:major-bidi;mso-bidi-theme-font:major-bidi;mso-ansi-language: EN-US;mso-fareast-language:ZH-CN;mso-bidi-language:AR-SA'&gt;instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.</p>

scholarly journals Prediction of Churn in Telecom Service: Exploring Call Behaviors and using Machine Learning

2019 ◽  
Vol 9 (2) ◽  
pp. 3831-3834
Keyword(s):  
Machine Learning ◽  
Decision Tree ◽  
Customer Service ◽  
Service Providers ◽  
Mobile Network ◽  
High Likelihood ◽  
Telecom Service ◽  
Number Of Customers ◽  
Mobile Network Operators

Churn has a significant impact on mobile network operators and telecommunications service providers. Many studies on churn have been reported, but no one can say that they can create universal human tools for predicting churn or that we can see all the reasons for it. The purpose of this study is to derive the call behavior factors of churning customers and to find ways to reduce the churn of target customers who exhibit these call behaviors. For this, this study uses decision tree and machine learning for the prediction of churn in telecom service. Based on the analysis results, first, the fact that the total number of customers who have more than 316.7 in churn shows that the higher the number of calls, the higher the chance of churn. Second, among customers with total day minutes above 316.7, those with customer service calls above 8.5 show a high likelihood of churn among complaining customers. The overall accuracy is 91.4%. Among the customers who predicted not to be churned, the accuracy that would not be churned was 92.87%, and the accuracy that was churned was 78.4% among the customers predicted to be churned

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