Impact Of Service Quality On Customer
Impact of Service Quality on Customer Satisfaction of
Mobile Users – A Case Study of Airtel
ISSN 2319-9725
Dr. Rajesh K. Yadav
Associate Professor & H.O.D. Department of Management
RKDF College of Engineering, Bhopal, India
Mr. Nishant Dabhade
Assistant Professor, Department of Management
RKDF College of Engineering, Bhopal, India
Abstract: Qualitative services deregulation or free competition and new technology have increased competition and widened the range of network services available throughout the world. This increase in telecommunication capabilities allows business to benefit from the information revolution in numerous ways, such as reforming their inventories, increasing productivity, and identifying new markets. But at the same time, in cellular mobile service sector, the customers switch out rate is much higher than any other service sector. To retain their customers, these companies have to enhance the quality of services so that the customer adheres to the same company for much longer. Chi square test is applied in this paper to check the authenticity of data given by the respondents. This research aims to figure out the impact of service quality on customer satisfaction of mobile users by analyzing measures taken by the Airtel and customer satisfaction level and factors that affect quality of services which will result in customer loyalty toward the operator.
Keywords: Service quality, Customer satisfaction, Airtel, Tariff plans, VAS etc.
May, 2013
www.ijirs.com
Vol 2 Issue 5
1. Introduction:
The telecom services have been recognized the world-over as an important tool for socioeconomic development for a nation. It is one of the prime support services needed for the rapid growth and modernization of various sectors of the economy. Economy becomes handicapped in the absence of a sound telecom network system. The postal and telecom sectors had a slow and uneasy start in India. In 1850, the first experimental electric telegraph
Line was started
Mobile Users – A Case Study of Airtel
ISSN 2319-9725
Dr. Rajesh K. Yadav
Associate Professor & H.O.D. Department of Management
RKDF College of Engineering, Bhopal, India
Mr. Nishant Dabhade
Assistant Professor, Department of Management
RKDF College of Engineering, Bhopal, India
Abstract: Qualitative services deregulation or free competition and new technology have increased competition and widened the range of network services available throughout the world. This increase in telecommunication capabilities allows business to benefit from the information revolution in numerous ways, such as reforming their inventories, increasing productivity, and identifying new markets. But at the same time, in cellular mobile service sector, the customers switch out rate is much higher than any other service sector. To retain their customers, these companies have to enhance the quality of services so that the customer adheres to the same company for much longer. Chi square test is applied in this paper to check the authenticity of data given by the respondents. This research aims to figure out the impact of service quality on customer satisfaction of mobile users by analyzing measures taken by the Airtel and customer satisfaction level and factors that affect quality of services which will result in customer loyalty toward the operator.
Keywords: Service quality, Customer satisfaction, Airtel, Tariff plans, VAS etc.
May, 2013
www.ijirs.com
Vol 2 Issue 5
1. Introduction:
The telecom services have been recognized the world-over as an important tool for socioeconomic development for a nation. It is one of the prime support services needed for the rapid growth and modernization of various sectors of the economy. Economy becomes handicapped in the absence of a sound telecom network system. The postal and telecom sectors had a slow and uneasy start in India. In 1850, the first experimental electric telegraph
Line was started
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