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A Study on Customer Satisfaction Index of Mobile Phone Subscribers in Kerala

International Journal on Customer Relations

Volume 1 Issue 2

Published: 2013
Author(s) Name: Kannan K. S., Devi Pisharady, Bino Thomas | Author(s) Affiliation:
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This study gives a breakthrough into the magnitude of the importance of customer service and the network coverage of the service providers within the mobile telecommunication industry. This study mainly concentrates on the six popular mobile service networks in Kerala. i.e., BSNL, Airtel, Vodafone, Tata DOCOMO, Idea, and Reliance. This study uses Berry’s SERVQUAL model to analyze the quality of the service provided by the mobile service providers. The study concludes that there is significant evidence to illustrate the relationship between customer satisfaction and the services that the subscribers perceive from the service provider.

Keywords: SERVQUAL, Rater Model, Reliability, Assurance, Tangibility, Empathy and Responsiveness

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