An Empirical Study on the Users’ Satisfaction with Various Services of the Mobile Phone Service Providers

B. Balaji () and V. Senthilkumar
Additional contact information
B. Balaji: Vivekananda College of Arts & Sciences for Women (Autonomous), Research Scholar, PG & Research Department in Commerce
V. Senthilkumar: Vivekananda College of Arts & Sciences for Women (Autonomous), Associate Professor, PG & Research Department in Commerce

A chapter in Proceedings of the 3rd International Conference on Reinventing Business Practices, Start-ups and Sustainability (ICRBSS 2023), 2024, pp 277-287 from Springer

Abstract: Abstract User satisfaction with various services offered by mobile phone service providers is a critical aspect in the telecommunications industry. It directly influences customer loyalty and the overall success of the providers. Customers today expect seamless and reliable connectivity, high-speed data services, excellent customer support, and competitive pricing. Mobile phone service providers are constantly striving to meet and exceed these expectations to enhance user satisfaction. The quality of network coverage and call reception is a fundamental determinant of user satisfaction. A reliable network ensures that users can make and receive calls, send texts, and access the internet without disruptions or dropped calls. Fast and consistent data services, including 4G and 5G connectivity, are also pivotal in meeting the demands of modern smartphone users. User satisfaction is not limited to network performance alone. Excellent customer support is crucial. When customers encounter issues or have inquiries, they expect prompt and effective assistance from their mobile service provider. This is a descriptive study to be carried out in Krishnagiri District of Tamil Nadu. The present study is mainly based on primary data collected from the mobile phone using customers located in Krishnagiri district. The researcher concluded that users’ satisfaction with mobile phone service providers is a multifaceted concept that encompasses network quality, customer support, and pricing. To stay competitive in this industry, providers must continually enhance their services to meet and exceed the evolving expectations of their customers.

Keywords: Satisfaction; mobile phone; data services; communication quality; network availability; service providers; customer care; call rates; network connectivity (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-374-0_24

Ordering information: This item can be ordered from
http://www.springer.com/9789464633740

DOI: 10.2991/978-94-6463-374-0_24

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().