Antecedents of Customer Satisfaction for Users of Post-Paid Mobile Services in Indore Region
Published: 2013
Author(s) Name: Prerna Kumar, Shailendra Paul Singh |
Author(s) Affiliation: International Institute of Professional Studies, Devi Ahilya University, Indore, M.P., India
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Abstract
The purpose of this study is to determine the factors influencing customer satisfaction for users of post-paid mobile services in
Indore region. The study gives insights into what customers perceive as key determinants for customer satisfaction from service
providers. Based on data collected from 197 users in Indore, the important attributes are identified. Exploratory Factor Analysis
was used to identify the underlying dimensions. The findings are discussed to draw conclusions on designing an appropriate
strategy for customer satisfaction.
Keywords: Post-paid Mobile Services, Customer Satisfaction, Telecom Industry, Indore, Factor Analysis
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