A Study on Customer Satisfaction of Mobile Phone Service Users Operating in the Malwa Region of the Punjab

Abstract

The Indian telecom sector like any other industrial sector in the country has gone through many phases of growth and diversification. Starting from telegraphic services, the field of telecommunication has now expanded to make use of technologies like Global System of Mobile Communication (GSM), Code Division Multiple Access (CDMA) and Wireless in Local Loop (WLL) to 3G in the mobile phones. The research focuses on Customer Satisfaction of Mobile Phone Service Users Operating in the Malwa Region of the Punjab. In this study the opinions of 75 respondents were taken. The tools used for collecting the data were structured questionnaire and unstructured interview. For analysis purposes, Cronbach’s Alpha, Weighted Average, Ranking, Chi Square and the Percentage method have been used. The results revealed that most of the respondents were satisfied with their current service provider but still twenty percent respondent’s want to shift their service provider show maximum willingness for shifting to Airtel. Call Charges was the main reason of changing the service provider, with a weighed score of 3.53, followed by Poor Network and Poor Customer Care Service, having weighted scores of 3.21 and 2.20 respectively.