A Study on Customer Satisfaction Index of Mobile Phone Subscribers in Kerala
Published: 2013
Author(s) Name: Kannan K. S., Devi Pisharady, Bino Thomas |
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Abstract
This study gives a breakthrough into the magnitude of the importance of customer service and the network coverage of the
service providers within the mobile telecommunication industry. This study mainly concentrates on the six popular mobile service networks in
Kerala. i.e., BSNL, Airtel, Vodafone, Tata DOCOMO, Idea, and Reliance.
This study uses Berry’s SERVQUAL model to analyze the quality of the service provided by the mobile service providers. The study concludes
that there is significant evidence to illustrate the relationship between customer satisfaction and the services that the subscribers perceive from
the service provider.
Keywords: SERVQUAL, Rater Model, Reliability, Assurance, Tangibility, Empathy and Responsiveness
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