Customer satisfaction in telecommunication sector: An empirical investigation
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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.