Service Quality & Customer Satisfaction | An analysis and evaluation of service quality, value offer, satisfaction and loyalty in Indian private telecom operators

Publisher

LAP LAMBERT Academic Publishing

Publication Date

2021

Language

English

ISBN 10

6203410187

ISBN 13

9786203410181

Binding

Taschenbuch

Condition

Neu

Dimensions

Weight

221 grams

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B�cher

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Synopsis

Digitalization and automation have created unlimited dependencies on the services provided by the telecom industry. There has been an elevation in calling, texting, gaming, and internet-related applications with dependencies on telecom services.To acquire a market share, the operators offer their services at a competitive price and value-added services. To sustain a highly competitive market, service providers must continuously work on service quality improvement to continually achieve customer satisfaction. This book focuses on finding the implication of the components such as quality of service, value offer, customer satisfaction, and customer loyalty with reference to the services provided by the telecom operators in India. Here it also emphasizes the assessment of each of these components' value in driving customer satisfaction towards particular operators and finding out which one of them is most crucial. Also it focuses on to find the relationship between customer satisfaction and the specific factors of service quality attributes, customer value, or customer loyalty for Indian telecom operators.

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