Thesis on customer satisfaction in telecom

questionnaire customer satisfaction mobile service providers

The numbers of respondents was restricted by seven categories of occupations: student, homemaker, business men, government jobholder, private jobholder, jobless, retired person. The results of the study found that all of the identifying factors price, network quality, product diversity, and facilities for the customers are significantly and positively correlated with overall customer satisfaction level in the telecom industry of Bangladesh.

studies on customer satisfaction telecommunication

Nowadays customers are more dynamic compared to the previous days. Day by day the general life style of the people is becoming more complex and for that the services of mobile telecom operator companies is necessary for the upper level to lower level people to introduce with the global world.

A study of customer satisfaction on telecom service providers

Accordingly, those three dimensions are also the most expectation dimensions. This evaluation comes from the comparison of expected services with the services actually received by the customer. The questionnaire is in English because most of the sample we took are educated to understand our questions. Literature Review: Over the time, in different research, it has been found that there is a significant positive relationship between customer satisfaction and customer loyalty or retention. The thesis focuses on the customers of Bouygues Telecom in various regions of France. Hence the development of Cellular industry mainly depends upon Customer Satisfaction. The items used in the questionnaire were selected from variables used in relevant studies and from some interviews of subscribers. The importance of connection fee has somewhat contradictory responses, with most of the respondents stating that connection fee is not a big factor, while many of them disagreeing with such statement. Though this study is based on Khulna City only and has covered the users of Grameen Phone, Robi and Tele Talk, along with these companies, other telecom operators of this country can have an overall idea of the factors behind customer satisfaction and act accordingly. The result shows that there is a significant linear relationship between service quality and customer satisfaction. Frequency of call drops 4. Thus the total sample size would accumulate to with respondents select from each division. People are also concerned about network availability.

Literature Review: Over the time, in different research, it has been found that there is a significant positive relationship between customer satisfaction and customer loyalty or retention. After scrutiny the final version of the translated questionnaire would be used for the survey.

Network quality measures signal of mobile phone network coverage, required time to connect from caller number to receiver dialed number, frequency of call drops, level of voice clarity and time duration of sending and receiving of short messages.

a study of customer satisfaction on telecom service providers

The research was conducted using based on quantitative approach. Customer care service Def: Customer service is the 3. Network is one of the ways for attracting and retaining customers to the organization.

A study on customer satisfaction in mobile telecommunications project

In the context of service oriented organization, the antecedents such as trust is seems to be most important predictors of customer loyalty. To measure the satisfaction level we use liker scale tool. The secondary data have been collected from published literature, journals, brochures, company information etc. The numbers of respondents was restricted by seven categories of occupations: student, homemaker, business men, government jobholder, private jobholder, jobless, retired person. More specifically, the data was collected using questionnaire with both self-administrated approach and interviewer-administered approach. Customer satisfaction is closely related with fair pricing on product or a service that leads to customer loyalty towards organization. These two models are utilized as the integral foundations for measuring customer satisfaction in this thesis.

The samples have been collected through stratified sampling technique where the entire respondents were grouped into four strata student, businessmen, service holder, and others. Sample Distribution: Data were collected from Bangladesh, from all eight divisions through an extensive survey.

Welcome tunes, jokes etc. Though this study is based on Khulna City only and has covered the users of Grameen Phone, Robi and Tele Talk, along with these companies, other telecom operators of this country can have an overall idea of the factors behind customer satisfaction and act accordingly.

Customer satisfaction in telecommunication industry pdf

Time duration of sending and receiving of short messages. Customer perception is a very important factor to measure network quality and overall service quality. It already becomes a part of our life. The result also shows that service quality, switching cost, and trust variables are significant predictors of customer loyalty. Day by day the general life style of the people is becoming more complex and for that the services of mobile telecom operator companies is necessary for the upper level to lower level people to introduce with the global world. Sample Distribution: Data were collected from Bangladesh, from all eight divisions through an extensive survey. The questionnaire is in English because most of the sample we took are educated to understand our questions. That means, in case of Bangladesh, market factors, perceived quality of the service provided by the company, perceived value addition to the customers and image of the telecom service provider are the factors that determine the satisfaction of the customers. The paper also identify the other independent variable such as Network quality. Network is one of the ways for attracting and retaining customers to the organization. Accordingly, those three dimensions are also the most expectation dimensions. The thesis focuses on the customers of Bouygues Telecom in various regions of France. To cope up with the situation the mobile telecommunication service providers MTSPs of Bangladesh Telecommunication Industry are seriously considering customer expectations, service quality and other add-on-services.
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Renato Civili MBA Master Thesis