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An Empirical Study on the Users’ Satisfaction with Various Services of the Mobile Phone Service Providers

In: Proceedings of the 3rd International Conference on Reinventing Business Practices, Start-ups and Sustainability (ICRBSS 2023)

Author

Listed:
  • B. Balaji

    (Vivekananda College of Arts & Sciences for Women (Autonomous), Research Scholar, PG & Research Department in Commerce)

  • V. Senthilkumar

    (Vivekananda College of Arts & Sciences for Women (Autonomous), Associate Professor, PG & Research Department in Commerce)

Abstract

User satisfaction with various services offered by mobile phone service providers is a critical aspect in the telecommunications industry. It directly influences customer loyalty and the overall success of the providers. Customers today expect seamless and reliable connectivity, high-speed data services, excellent customer support, and competitive pricing. Mobile phone service providers are constantly striving to meet and exceed these expectations to enhance user satisfaction. The quality of network coverage and call reception is a fundamental determinant of user satisfaction. A reliable network ensures that users can make and receive calls, send texts, and access the internet without disruptions or dropped calls. Fast and consistent data services, including 4G and 5G connectivity, are also pivotal in meeting the demands of modern smartphone users. User satisfaction is not limited to network performance alone. Excellent customer support is crucial. When customers encounter issues or have inquiries, they expect prompt and effective assistance from their mobile service provider. This is a descriptive study to be carried out in Krishnagiri District of Tamil Nadu. The present study is mainly based on primary data collected from the mobile phone using customers located in Krishnagiri district. The researcher concluded that users’ satisfaction with mobile phone service providers is a multifaceted concept that encompasses network quality, customer support, and pricing. To stay competitive in this industry, providers must continually enhance their services to meet and exceed the evolving expectations of their customers.

Suggested Citation

  • B. Balaji & V. Senthilkumar, 2024. "An Empirical Study on the Users’ Satisfaction with Various Services of the Mobile Phone Service Providers," Advances in Economics, Business and Management Research, in: Meena Rani Nimmagadda & Catherine S. & Praseeda Challapalli & V. Sasirekha (ed.), Proceedings of the 3rd International Conference on Reinventing Business Practices, Start-ups and Sustainability (ICRBSS 2023), pages 277-287, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-374-0_24
    DOI: 10.2991/978-94-6463-374-0_24
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