Assessing Customer Satisfaction in Telecom Services: A Study of Working Professionals in Ahmedabad
DOI:
https://doi.org/10.66635/1bgjp592Keywords:
Customer Satisfaction, Telecom Services, Working Professionals, Ahmedabad, Network Connectivity, LoyaltyAbstract
The Indian telecommunication industry is very competitive. It is important that the Indian telecommunications business retains customers since customer loyalty and satisfaction are the key determinants of its success. This paper studies how working professionals in Ahmedabad, Gujarat are satisfied with the current telecom service providers in the area. The data was collected through the administration of a questionnaire shared on online medium, and 122 people responded to it. Statistical analysis was used to analyze the answers received to the questions about the Indian telecommunications sector. Factors such as an efficient service, network connectivity, voice call quality and data experience are essential to the users. Airtel and Jio have been the most preferred service provider with 71% contribution; however, users do not approve the prices of Airtel and its additional services offered. 79% of the users have agreed to be content with their service provider with one-fifth of the subscribers reported that they were ready to switch to another provider. The main reason why people are willing to change providers is the lack of network connectivity and the poor quality of voice calls of their current provider. Equipped with this information, the telecommunications companies can enhance services and make the experience of the users better. Infrastructure improvement, pricing clarity and customised value-added services are important to sustain customer loyalty in a competitive market.
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