An Analysis for Enhancing Customer Satisfaction for Pre-paid & Postpaid Category of Mobile Services in Haryana

Authors

  • Ramesh C. Hooda , Dr. Vikas Tyagi

Abstract

—Objective of the research study is to identify critical factors responsible for customer satisfaction.
After carrying out literature review, eight factors namely service quality, signal quality, price fairness, grade
of call center services, having retailer/service shops at many places, mobile provider keeping in touch, value
added services (VAS), convenience in procedure were identified which affect customer satisfaction. Survey
questionnaire was got filled up from 300 respondents through interview. Out of 300 Respondents, 84 %
were male & 16 % were female. These respondents belonged to different age groups of 18-20.21-25, 26 &
above possessing educational qualifications as undergraduate, graduate, postgraduate & professional. 83
respondents were pre-paid & 17 % were post-paid. As per findings of the study, price fairness, service
quality, availability of retail/service shops at sufficient places, Telecom Service Provider keeping in touch,
convenience in procedure have been preferred by maximum percentage of respondents followed by signal
quality, quality of call centres, VAS. Factors such as having retail/service shops at many places, VAS &
convenience in procedure have statistically significant relationship with age. Outcome of the study also
reveal that service quality, signal quality, quality of call centre services, mobile provider keeping in touch
have statistically significant relationship with educational qualifications

Published

2020-01-31

Issue

Section

Articles