Service Quality and Customer Satisfaction: An Empirical Investigation in Indian Mobile Telecommunications Services

Abstract

The Indian mobile telecommunications services market has experienced a tremendous growth over the last few years. This has been bolstered by the influx of the foreign direct investment in this sector. Competition among existing players has also intensified as companies are increasingly focusing both on retaining their existing customers as well as attracting new ones. This study attempts to identify service-related factors in the Indian mobile telecommunications market which influence customer satisfaction (CS), repurchase intention (RI), and customers’ propensity to recommend the service to others. The results of the study will help the mobile service providers to focus on maintaining and enhancing the service leading to enhanced customer satisfaction, repurchase intention and recommendations of services to others.

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