Determinants of Customer Satisfaction and Their Impact in Telecommunication Industry in India

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.