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An empirical study on customer satisfaction in the telecommunication industry

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  • Nirmal Chandra Roy
  • Dhanonjoy Kumar
  • Norhayah Zulkifli

Abstract

The focal objectives of this study are to find out the level of customer satisfaction in the telecommunication sector, to determine the variables influencing mobile subscribers' choice of mobile networks, and to assist the marketers on their effective policy formulations. To achieve these objectives, primary and secondary data have been used. For the purpose of the study, 400 respondents have been selected. Primary data has been gathered through structured questionnaire. The goals of the study have been met through the use of statistical methods such as descriptive statistics, reliability analysis, validity analysis, cross loadings, collinearity statistics (VIF), and hypothesis testing. According to the survey, elderly and uneducated people do not care about service choices, costs, or internet accessibility. They simply take into account quality talk time and network services. However, young individuals and educated people alike pay close attention to talk time, network, service quality, internet features, and product offers. The study also showed that organisational effectiveness and competency had little bearing on customer satisfaction.

Suggested Citation

  • Nirmal Chandra Roy & Dhanonjoy Kumar & Norhayah Zulkifli, 2026. "An empirical study on customer satisfaction in the telecommunication industry," International Journal of Business and Emerging Markets, Inderscience Enterprises Ltd, vol. 18(1), pages 87-104.
    • Handle: RePEc:ids:ijbema:v:18:y:2026:i:1:p:87-104
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