Impact Of Service Quality On Customer

Impact of Service Quality on Customer Satisfaction of
Mobile Users – A Case Study of Airtel
ISSN 2319-9725
Dr. Rajesh K. Yadav
Associate Professor & H.O.D. Department of Management
RKDF College of Engineering, Bhopal, India
Mr. Nishant Dabhade
Assistant Professor, Department of Management
RKDF College of Engineering, Bhopal, India

Abstract: Qualitative services deregulation or free competition and new technology have increased competition and widened the range of network services available throughout the world. This increase in telecommunication capabilities allows business to benefit from the information revolution in numerous ways, such as reforming their inventories, increasing productivity, and identifying new markets. But at the same time, in cellular mobile service sector, the customers switch out rate is much higher than any other service sector. To retain their customers, these companies have to enhance the quality of services so that the customer adheres to the same company for much longer. Chi square test is applied in this paper to check the authenticity of data given by the respondents. This research aims to figure out the impact of service quality on customer satisfaction of mobile users by analyzing measures taken by the Airtel and customer satisfaction level and factors that affect quality of services which will result in customer loyalty toward the operator.
Keywords: Service quality, Customer satisfaction, Airtel, Tariff plans, VAS etc.

May, 2013

www.ijirs.com

Vol 2 Issue 5

1. Introduction:
The telecom services have been recognized the world-over as an important tool for socioeconomic development for a nation. It is one of the prime support services needed for the rapid growth and modernization of various sectors of the economy. Economy becomes handicapped in the absence of a sound telecom network system. The postal and telecom sectors had a slow and uneasy start in India. In 1850, the first experimental electric telegraph
Line was started

References: 1. Chhabra T N, Grover S K (2009) “Marketing management”, Dhanpat rai and co. 2. Chopra Anamica (2010) “Marketing management”, Galgotia publishing company, pp. 3. Chunawalla S A (2009) “Sales management”, Himalya publishing house pvt. Ltd., pp. 4. Dr. Muhammad Sabbir Rahman (2012) “Service Quality, Corporate Image And Customer’s Satisfaction Towards Customers Perception: An Exploratory Study On 5. Hashed Ahmed Nasser, Salniza Bt Md. Salleh, Hamid mahmood Gelaidan (2012) “Factors Affecting Customer Satisfaction of Mobile Services in Yemen”, American 6. Kothari C R (2004) “Research methodology – methods and techniques”, new age international publishers, pp 7. Kotler Philip, Keller Kevin lane, Koshy Abraham, Jha Mithileshwer (2009) “Marketing management”, Pearson Education. 8. Ming Wang, Chich-jen shieh (2006) “The relationship between service quality and customer satisfaction: The example of CJCU library”, Journal of information and 9. Ofir Turel, Alexander Serenko (2006) “Satisfaction with mobile services in Canada: An empirical investigation”, Telecommunications Policy 30 (2006), pp: 314–331. 10. Olu Ojo (2010)” The Relationship between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria”, BRAND (Broad Research in Accounting, Negotiation, and Distribution), Volume 1, Issue 1, pp. 88100. 11. Oyeniyi, Omotayo and Abiodun Abolaji Joachim (2008) “Customer service in the retention of mobile phone users in Nigeria” African Journal of Business Management 12. Rajkumar Paulrajan and Harish Rajkumar (2011) “Service Quality and Customers Preference of Cellular Mobile Service Providers”, Journal of Technology May, 2013 www.ijirs.com Downe (2011) “Service Quality and Customer Satisfaction in a Telecommunication Service Provider”, IPEDR, vol.11, pp