Determinants of Customer Satisfaction and Their Impact in Telecommunication Industry in India
Sukanta Saha1, Yogesh C. Joshi2
1Sukanta Saha, Ph.D. Scholar,Sardar Patel University, Vallabh Vidyanagar, Anand, Gujarat.
2Yogesh C Joshi, Dean, Faculty of Management, Director, G H Patel PG Institute of Business Management, Sardar Patel University, Vallabh Vidyanagar, Anand, Gujarat.
Manuscript received on November 15, 2019. | Revised Manuscript received on November 23, 2019. | Manuscript published on November 30, 2019. | PP: 188-194 | Volume-8 Issue-4, November 2019. | Retrieval Number: C6651098319/2019©BEIESP | DOI: 10.35940/ijrte.C6651.118419
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Telecommunication services market in India is a hot bed of competition. With the advent of new Telecommunication operator ,Reliance JIO, the competition had further been cut throat. In such a situation, retaining an existing customer is more significant then acquisition of a new one. Hence building trust and loyalty among telecommunication service users is quite pivotal as it act as a bridge, which can in the long run help in retaining a customer. The study analyzes the effect of trust, loyalty, service quality, perception and switching cost on customer satisfaction among mobile users of Gujarat. The research study centers around the mobile users of Gujarat state and its various zones. Various analysis like factor analysis Principal component analysis and multiple regression analysis have been utilized, which helped to determine the factors of customer satisfaction and the relationships between service quality-customer satisfaction, loyalty-customer satisfaction, perception-customer satisfaction, trust-customer satisfaction and between switching cost and customer satisfaction among mobile customers of Gujarat.
Keywords: Trust, Loyalty, Service Quality, Perception, Switching Cost, Customer Satisfaction.
Scope of the Article: Software & System Quality of Service.