International Journal on Customer Relations

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A Study on Customer Satisfaction Index of Mobile Phone Subscribers in Kerala


Affiliations
1 Research Scholar, Bharathiar University, Coimbatore, Tamil Nadu,, India
2 Freelance IT Consultant & Project Manager, Cochin, Kerala, India
3 Associate Professor, Research Guide and Head, Post Graduate Dept. of Commerce, Bishop Abraham Memorial College, Thuruthicad, Pathanamthitta District, Kerala, India
     

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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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  • A Study on Customer Satisfaction Index of Mobile Phone Subscribers in Kerala

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Authors

K. S Kannan
Research Scholar, Bharathiar University, Coimbatore, Tamil Nadu,, India
Pisharady Devi
Freelance IT Consultant & Project Manager, Cochin, Kerala, India
Bino Thomas
Associate Professor, Research Guide and Head, Post Graduate Dept. of Commerce, Bishop Abraham Memorial College, Thuruthicad, Pathanamthitta District, Kerala, India

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

References