Customer Satisfaction on Data Services Offered By Leading Network Providers

Abstract

The telecom boom in the country provides great opportunity to telephone and mobile service providers. The purpose o f this study is to identify the factors which lead to "Customer satisfaction " in the telephone servicing Industry. The telecom players need to understand well, the perceptions o f ser\>ice quality o f customers and their expectations. This study aims to identify and compare the dimension o f customer-perceived service quality in the Indian telephone ser\’icing sector. This paper adopts an innovative view o f the quantitative analysis o f the service quality o f telecommunications enterprises. The main purpose o f conducting this research is to identify the current level o f satisfaction o f customers regarding the data services offered by the leading networks, namely, Airtel and Vodafone. It was carried out in Visakhapatnam city’ and the responses o f 150 customers have been used fo r this research study. Out o f the 150 customers, 75 respondents are Vodafone network users and the remaining are Airtel network users. A structured close ended questionnaire was developed to collect information from the customers. Normality o f the data had been checked using Kolmogorov-Smimov Test o f Normality. M ann-W hitney U test, Kruskal-Wallis Test, and weighted average scores have been applied to test the level o f satisfaction o f different customers. The results reveal that most o f the customers are satisfied especially with the data se n ic e s offered by Vodafone and Airtel, whereas a fe w o f them are not satisfied with the costs o f data packs and call costs. Moreover, the study has provided a clear insight to the service providers about their custom ers' level o f satisfaction which helps them to take necessary steps to solve their problem s and further increase the satisfaction level o f customers.