Service Quality and Customer Satisfaction in Telecom Sector with Special Reference to Mobile Phone Services in Virudhunagar District
Keywords:
Tangibles, Reliability, Responsiveness, Empathy and Assurance, Customer SatisfactionAbstract
In India, telecommunication is one of the main support services required for rapid growth of any developing economy and is one of the fastest developing sectors. This research study examines the relationship between service quality and customer satisfaction in the mobile phone service sectors. The researcher has analyzed the service quality dimensions such as tangibles, reliability, responsiveness, assurance and empathy pertaining to mobile phone services. Moreover, the researcher has computed the level of customer satisfaction towards mobile phone services. Multiple Regression is applied to test the relationship between service quality and customer satisfaction of mobile phone services. The result reveals that the customer satisfaction is significantly predicted by empathy and assurance dimensions of service quality of mobile phone services. Some suggestions have been given based on analysis of the research study.
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