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Asian Journal of Management
Year : 2017, Volume : 8, Issue : 3
First page : ( 769) Last page : ( 773)
Print ISSN : 0976-495X. Online ISSN : 2321-5763.
Article DOI : 10.5958/2321-5763.2017.00121.4

Customer satisfaction in telecommunication sector: An empirical investigation

Parkash Jai1,*, Dr. Singh Sukhdev2,**, Dr Anuradha 3,***

1Research Scholar, I. K. Gujral Punjab Technical University (IKGPTU), Kapurthala,

2Prof and Head, Department of Management Studies, Guru Nanak Dev Engineering College, Ludhiana

3Human Capital Advisor and Consultant

*Corresponding Author E-mail: jaiparkash1983@gmail.com

** sukhdevsingh210@gmail.com

*** anuradhakumar39@gmail.com

Online published on 22 September, 2017.



The purpose of this paper is to analyze customer's satisfaction in telecommunication Industry and also to see the effect of demographic factors on telecommunication services. Design/Methodology/Approach-Based on a sample of 230 respondents, Regression, one-way ANOVA was conducted to find out which predictors assess customer satisfaction in telecom services and which demographic variables were associated with telecom services.


The results of the study revealed that factors such as Assurance, Empathy and Responsiveness significantly impact on customer satisfaction. Further factors such as gender, states, age, monthly income, educational qualification, impact on telecom services.


Though, the predictors of service quality and demographic variables have been extensively researched in the literature, there exists the research gap and this study fills the gap. Few studies have been undertaken on service quality. The present paper will support to the existing literature and fills the research gap where ever necessary.



Customer satisfaction. Service quality, telecommunication services.


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