Customers' Satisfaction towards Mobile Prepaid Services

2018 ◽  
Vol 10 (1) ◽  
pp. 72-87 ◽  
Author(s):  
Rama Mohana Rao Katta ◽  
Chandra Sekhar Patro ◽  
Malla Satya Prasad
Keyword(s):  
Customer Satisfaction ◽  
Service Providers ◽  
Vital Role ◽  
Mobile Service ◽  
The World ◽  
Number Of Customers ◽  
Mobile Telecom

This article describes how communication has become an integral part of the growth, success and efficiency of an individual and an organization. In the current environment, due to advancements in technology, communication has become much easier and faster. The mobile telecom is one of the leading and fastest growing sectors in the world as communication plays a vital role and especially in India. The main concerns of the service providers are to increase the number of customers and retain the existing. The customers are moving ahead with times and have started buying cellular services just like routine household items. As the cellular industry in India is one of the fastest growing sectors, it is important to explore the drivers of customer satisfaction in this industry. The purpose of this article is to analyze the customer satisfaction towards mobile prepaid services offered by the BSNL. The findings of the study would help the mobile service providers to have a better understanding and to develop strategies to attract and retain more customers.

Service Quality Dimensions and Customers' Satisfactions in Mobile Communications

2016 ◽  
Vol 4 (1) ◽  
pp. 38-45
Author(s):  
S. Sakthivel Rani ◽  
S. Kannan
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Mobile Communications ◽  
Global Economy ◽  
Service Providers ◽  
Relative Effect ◽  
Primary Data ◽  
Mobile Service ◽  
The World ◽  
Switching Barriers

Objective - The world is moving towards continuous and ubiquitous availability of information. Entry of private operators in 1990's, competition has caused prices to drop and calls across India are one of the cheapest in the world. Technological advances combined with forces of globalization resulted in the transformation of the economy, industries, markets and customers resulting in a connected knowledge economy, borderless global economy, globalizing, covering and consolidating industries, fragmenting and frictionless markets and active, connected, informed and demanding customers. The objective of this research is to ascertain the constructs like customer satisfaction towards the mobile phone service providers, switching barrier and the customer loyalty factors. Methodology/Technique - Respondents in the study are the customers who use mobile phones. Primary data were collected with the help of the specially designed questionnaire, which was administered to the mobile users. The final questionnaire was pre-tested on 40 respondents and the coefficient values are all above .8 thus meeting Nunnaly's recommendation of greater than 0.7 as the acceptable reliability level. The overall alpha value was 0.8 and the instrument consists of customer satisfaction regarding the mobile service providers, which includes factors like price (5 items, 0.816), network coverage (4 items, 0.795), customer service (5 items, 0.852) and usage (8 items, 0.884). Switching barriers factors consists of 28 items like credibility factors (8 items, 0.863), congruency factors (7 items, 0.816), switching cast (8 items, 0.871), and value (5 items, 0.900). Final part of the instrument includes 17 customer loyalty factors like trust (7 items, 0.858), commitment (4 items, 0.848), word of mouth (3 items, 0.779) and cooperation (3 items, 0.691). Findings - Gender, location of the customers and service providers has a significant association with level of customer satisfaction. Gender and occupation have a significant association with level of customer switching barriers. Hierarchical regression analysis was used to analyze the main effect and the adjustment effect of those switching barrier factors and the relative effect. The contribution is that this study reviews theoretically and verifies empirically the relationship and mechanism between the customer retention and the switching barrier. Type of Paper - Empirical Keywords: Customer satisfaction factors; switching barrier factors; Customer loyalty factors.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

Optimal Number of Mobile Service Providers in India

2009 ◽  
pp. 2306-2322
Author(s):  
Rohit Prasad ◽  
Varadharajan Sridhar
Keyword(s):  
Economies Of Scale ◽  
Service Providers ◽  
Optimal Number ◽  
Policy Implications ◽  
Mobile Service ◽  
Trade Off ◽  
Unit Costs ◽  
Mobile Industry ◽  
The World ◽  
Mobile Subscriber

With 225 million subscribers, India has the world’s third largest mobile subscriber base in the world. The Indian mobile industry is also one of the most competitive in the world with 4-7 operators in each service area. A large number of operators bring competition and its associated benefits such as decrease in price and hence corresponding growth of the market. On the other hand in the presence of economies of scale, too many operators may result in inefficient scales and high unit costs. This article analyses the trade-off between competition and economies of scale by estimating the production function for mobile subscribers and traffic carried. Analysis of panel data reveals the existence of economies of scale in the Indian mobile sector. We then derive an upper bound on the optimal number of operators in each license area and discuss policy implications.

The role of customer relations for innovativeness and customer satisfaction

2015 ◽  
Vol 26 (2) ◽  
pp. 254-274 ◽  
Author(s):  
Silvia Bellingkrodt ◽  
Carl Marcus Wallenburg
Keyword(s):  
Customer Satisfaction ◽  
Empirical Data ◽  
Online Survey ◽  
Customer Relations ◽  
Service Providers ◽  
Service Innovation ◽  
Content Type ◽  
Logistics Service ◽  
Logistics Service Providers ◽  
Number Of Customers

Purpose – The purpose of this paper is to provide insights into commonalities and differences of service innovation across industries. The compared sectors are logistics service providers and IT service providers (SPs). Design/methodology/approach – Data were collected from 778 SPs via an online survey. Structural equation modelling was used to analyse the empirical data. Findings – Both types of SPs benefit from close customer relations in terms of innovativeness and customer satisfaction. However, ITSPs rely more on a large number of customers to be innovative than logistics service providers (LSPs), further, LSPs can evoke a higher level of customer satisfaction when being innovative. Research limitations/implications – Empirical data were collected in a single country (Germany) and at one point in time. A confirmation of the results in different service settings is therefore encouraged. Practical implications – The results help managers with regard to their strategic decisions. The differentiating effects influencing innovativeness and customer satisfaction have been revealed. Originality/value – The research is extended by developing a model based on the knowledge of service innovation, social exchange theory and industry characteristics and by empirically testing this model.

scholarly journals Conceptualization of factors affecting customer satisfaction on online food delivery among young executives in Sri Lanka

2021 ◽  
Author(s):  
Amal Wijenayaka
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Delivery System ◽  
Service Providers ◽  
Emerging Market ◽  
Food Delivery ◽  
Mobile Service ◽  
Online Service ◽  
True Nature ◽  
New Business

As a new food delivery system has emerged to capture a larger share of the industry's sales, the online food delivery sector has risen. This new business delivery system has gained widespread acceptance, particularly among young, active, and hardworking individuals. Furthermore, this business has become more competitive due to the increasing number of new business entries and the expectations of users as a result of the anxiety associated with online ordering and the convenience of ordering at any time. In order to succeed in this emerging market, Customers require online service providers to understand the true nature and requirements of their customers and all essential points of the online service industry. This study aims to gather the information that will assist online food service providers to understand the requirements and characteristics of this new service delivery system, which is currently under development. The purpose of this study is to examine the relationships between customers' perceived service quality for online food delivery and its effect on customer satisfaction by adopting a questionnaire from the Mobile Service Quality Study (M-S-QUAL).

scholarly journals Does Demographics Matter in Measuring Customer Satisfaction: Hypothetical Evidence from Indian Telecom Sector

2022 ◽  
Vol 20 (1) ◽  
pp. 1
Author(s):  
Nishant Dabhade
Keyword(s):  
Customer Satisfaction ◽  
Research Study ◽  
Madhya Pradesh ◽  
Primary Data ◽  
Mobile Service ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Significant Difference ◽  
Telecom Sector ◽  
Number Of Customers

Virtually all the sectors of economy such as finance, banking, hospitality and other businesses have grown up substantially in the past few years due to the growth of mobile service sector. From the inception of Reliance Jio in Madhya Pradesh, It has occupied a large number of customers in terms of no. of subscribers. This creates unrest among the telecom service operators operating in Madhya Pradesh. As the market moves forward, customer satisfaction becomes imperative for service firms to remain combative at marketplace. To study customer satisfaction, it is mandatory to study socio demographics of customers. Hence efforts have been made in this research paper to study the satisfaction level of customers from several demographic variables. This is a hypothetical research study in which primary data is collected from 500 active mobile users of Bhopal (MP), India. One way ANOVA and T-test were used to analyze the data through SPSS 21.0 software. Specific variables of American customer satisfaction index (ACSI) and European customer satisfaction index (ECSI) were being studied with different socio demographic variable of customers to move ahead in present research study. Significant difference was found in level of customer satisfaction with the age group and type of connection in telecom sector.

Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana

2018 ◽  
Vol 9 (4) ◽  
pp. 73-89 ◽  
Author(s):  
Masud Ibrahim ◽  
Ssendiwal Abdallahamed ◽  
Diyawu Rahman Adam
Keyword(s):  
Customer Satisfaction ◽  
Positive Relationship ◽  
Service Providers ◽  
Service Recovery ◽  
Mobile Service ◽  
Perceived Fairness ◽  
Significant Positive Relationship ◽  
Customer Complaints ◽  
Fair Treatment ◽  
Recovery Strategies

This article seeks to explore service recovery strategies adopted by mobile service providers operating in Ghana. The article adopts a quantitative approach design. A sample size of 384 respondents was used for this study comprising mobile phone subscribers in Ghana. The study revealed a significant positive relationship between service recovery based on firm's understanding of customer complaints, firm's fair treatment of customer complaints and customer satisfaction. Furthermore, the study also found a positive correlation between service recovery and customer satisfaction. The article contributes to extant literature on service recovery from developing country perspective.

scholarly journals The impact of globalisation on higher education at coimbatore district

2016 ◽  
Vol 6 (1) ◽  
pp. 56-67
Author(s):  
Vijayalakshmi V ◽  
Srividya M
Keyword(s):  
Higher Education ◽  
Service Providers ◽  
Higher Education Institutions ◽  
Educational Institution ◽  
Vital Role ◽  
Indian Government ◽  
Quality Of Higher Education ◽  
The World ◽  
The Impact

Education plays a vital role in the development of any nation and this fact is well recognized all over the world. It is imperative for any nation now a days to focus on developing its higher education, since advanced knowledge, advanced facilities only can fulfill man’s advanced needs today. But unlike the primary education, higher education is a financially demanding one for a nation. The economic reforms, initiated since 1991 including Globalization has resulted in the higher demand for the people of India both within and abroad, Since domestic and multinational industries look for more knowledgeable and skilled man power all over the world. The Indian Government initially found it difficult to fully fund from its own the fast growing Indian higher education sector and hence allowed the private players to establish and run higher education institutions. This has led to the establishment of large number of higher education institutions in India over the last two decades. Higher education has seen tremendous growth over the past few years though it does not mean that it is free from problems. Theperformance of an educational institution is judged not only on the basis of the quality of education being provided but also on the basis of its contribution to the society. The present study has made an attempt to find whether all these developments have brought about benefits to the students in particular and to the society in general with reference to higher education especially, the impact of globalization on the scenario of higher education. The present study concentrated on areas such as quality of higher education now, problems faced by the students and the service providers, benefits attained by the society and necessary strategies for improving the quality of higher education in the era of globalization, if the present scenario is falling short of being beneficial to one and all concerned.

scholarly journals Customer Satisfaction in Nepalese Cellular Networks

2019 ◽  
Vol 33 (2) ◽  
pp. 59-72
Author(s):  
Rewan Kumar Dahal
Keyword(s):  
Customer Satisfaction ◽  
Cellular Networks ◽  
Service Providers ◽  
Sampling Technique ◽  
Primary Data ◽  
Mobile Service ◽  
Social Responsibilities ◽  
Customer Care ◽  
Corporate Social ◽  
Structured Questionnaire

 Now a days identification of responsible factors that influence customer satisfaction is a key concern of marketers and research scholars and it will remain in future too. The purpose of the study was to identify the responsible factors that affect on customer satisfaction with cellular networks in Nepal and analyze them. Nepal Telecom and Ncell were taken as sample organizations where they occupy more than 94 % of market share. The study was based on primary data collected through a structured questionnaire based on the judgmental sampling technique from 816 customers. It examined that price and service quality, brand and loyalty, corporate social responsibilities, network and coverage, and customer care and innovation were the responsible factors in the assessment of customer satisfaction with Nepalese cellular networks services. The study concluded that mobile service providers should concentrate upon the factors responsible on customer satisfaction and care of those factors that have significant influence on promoting customer satisfaction in Nepalese cellular networks industry.

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