Impact of Customer Satisfaction on Customer Loyalty and Switching Intentions:A Pilot Study on Telecom Sector in Pune City

Telecom sector has materialized as the fastest growing service sector in India over the last decade. The cut-throat competition, technology pace and mobile number portability (MNP) have increased the challenges for the telecom service providers. The companies have accentuated on achieving customers’ satisfaction with loyalty and achieving customers’ retention.
This research paper attempts to find the impact of customer satisfaction on customer loyalty and their switching intentions. The primary data collection is done with160 customers in Pune city. Researchers found that customer satisfaction has positive correlation with customer loyalty and negative correlation with customers’ switching intentions.