Refine your search
Collections
Co-Authors
Year
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z All
Kasbekar, Mangesh
- How Satisfied is my Customer?: An Evaluation of Customer Satisfaction of Cellular Service Providers in the Region of Mumbaiwith Special Reference to Tata Docomo
Abstract Views :231 |
PDF Views:0
Authors
Affiliations
1 N. L. Dalmia Institute of Management Studies and Research, Mumbai, Maharashtra, IN
1 N. L. Dalmia Institute of Management Studies and Research, Mumbai, Maharashtra, IN
Source
International Journal on Customer Relations, Vol 5, No 1 (2017), Pagination: 31-36Abstract
Customer service provides a competitive advantage as it's a key differentiator from its competitors. The purpose of the research is to find out the parameters most valued by cellular subscribers and in the process build a successful Customer Satisfaction Index (CSI) for Cellular Service Providers (CSP) operators and evaluate the same. Primary data have been sourced through a survey with the aid of an exhaustive questionnaire where the cellular subscribers from four different cellular operators in Mumbai shared their preference of parameters they seek as satisfiers and ranked them accordingly. With the primary research and findings from the survey conducted, customer satisfaction index was formulated giving weightages to each of the below parameters such as Network and Coverage, Value Added Services etc. Customer satisfaction index of Tata Docomo is further compared with its fierce competitors.Keywords
Customer Satisfaction Index, Cellular Service Providers.
References
- Berry, L. (1980). Sewice marketing is different. Business, May-June, pp. 24-29.
- Bolton, R. N., & Latherine, N. L. (1999). A dynamic model of customers’ usage of services: Usages as an antecedent and consequence of satisfaction. Journal of Marketing Research, 1.36(Z), 171-186
- Chadha, G. (2002). Customer services: A paradigm shift. Survey of Housing Finance, Analyst, October.
- Churchill, G. A., & Suprenant, C. (1982). An investigation into be determinants of customer satisfaction. Journal of Marketing Research, 491-504.
- Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvid, T. (2000). The effects of satisfaction and loyalty on profit and growth: Products versus services. Total Quality Management, 11, 917-927.
- Fraenkel, J. R., & Wallen, N. E. (2006). How to design and evaluate research in education. New York: McGraw-Hill.
- Grigoroudis, E., Politis, Y., & Siskos, Y. (2002). Satisfaction benchmarking and customer classification: An application to the branches of a banking organization. International Transactions in Operation Research, February.
- Nilsson, L., Johnson, M. D., & Gustafsson, A. (2001). The impact of quality practices on customer satisfaction and business results: Product versus service organization. Journal of Quality Management, 6, 5-27.
- Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Service Marketing, 14(3), 217-231.
- Rust, Z., & Keimugham (1998). The psychology of customer satisfaction. Services Marketing, Addison Wesley, New York.
- Sangeetha A., &Malhotra, M. (1997). Customer satisfaction: A comparative analysis of public and private sector banks. Journal of Bank Marketing, 24(14), January-December.
- Szymanski, D., & Henard, D. (2001). Customer Satisfaction: A Meta analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16-35.
- Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25, 204-212.
- Vyas, P. H. (2002). Managing and measuring consumers’ Satisfaction, Book Enclave.
- Wiele, T. V. D., Boselier, P., & Hesselink, A. (2001).Empirical evidence for the relations between customer satisfaction and business performance. ERlM Report series (ERS-2001-32-org), May.
- Wilson A., Zeithaml V. A., Bitner M. J., & Gremler D. D. (2008). Services marketing. McGraw-Hill Education.