Important attributes of customer satisfaction in telecom industry: a survey based study

Customer satisfaction has been acknowledged as critical success factors in any organizations. Recent developments in telecom sector shows that communication services providers (CSPs) are engaged in various marketing and survey activities to discover the satisfaction level of their customers. In gene...

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Main Authors:	Khan, Nusratullah, Shah, Asadullah, Akram, Muhammad Usman, Ahmad Khan, Shoab
Format:	Conference or Workshop Item
Language:	English
Published:	IEEE 2017
Subjects:	T10.5 Communication of technical information
Online Access:	http://irep.iium.edu.my/62533/ http://irep.iium.edu.my/62533/ http://irep.iium.edu.my/62533/ http://irep.iium.edu.my/62533/1/62533_Important%20Attributes%20of%20Customer%20Satisfaction.pdf

id	iium-62533
recordtype	eprints
spelling	iium-625332018-06-26T03:41:58Z http://irep.iium.edu.my/62533/ Important attributes of customer satisfaction in telecom industry: a survey based study Khan, Nusratullah Shah, Asadullah Akram, Muhammad Usman Ahmad Khan, Shoab T10.5 Communication of technical information Customer satisfaction has been acknowledged as critical success factors in any organizations. Recent developments in telecom sector shows that communication services providers (CSPs) are engaged in various marketing and survey activities to discover the satisfaction level of their customers. In general, some subscribers complain about the poor network coverage, voice call quality, internet service etc. while other are satisfied with the quality of services. The aim of this paper is to conduct a servery based study to identify and highlight major attributes that effect customer's satisfaction which will eventually help telecom services providers to improve their customer experience management index. Consequently, this paper examines the factors that have resilient or fragile influence on customer satisfaction. Based on the contemporary research six attributes i.e. network coverage, voice call quality, drop call rate, SMS delivery, internet service and call setup duration have been considered and tested in this research to find the customer satisfaction. For this purpose of study, 200 respondents of a CSP are selected from Islamabad, Pakistan. A telephonic survey is conducted to rate each of the factor and their overall satisfaction. The results reveal that network coverage, voice call quality and internet service have the highest impact on the level of customer satisfaction. IEEE 2017-12-01 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/62533/1/62533_Important%20Attributes%20of%20Customer%20Satisfaction.pdf Khan, Nusratullah and Shah, Asadullah and Akram, Muhammad Usman and Ahmad Khan, Shoab (2017) Important attributes of customer satisfaction in telecom industry: a survey based study. In: 2017 4th IEEE International Conference on Engineering Technologies and Applied Sciences (ICETAS), 29th Nov. - 1st Dec. 2017, Salmabad, Bahrain. http://ieeexplore.ieee.org/document/8277858/ 10.1109/ICETAS.2017.8277858
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	T10.5 Communication of technical information
spellingShingle	T10.5 Communication of technical information Khan, Nusratullah Shah, Asadullah Akram, Muhammad Usman Ahmad Khan, Shoab Important attributes of customer satisfaction in telecom industry: a survey based study
description	Customer satisfaction has been acknowledged as critical success factors in any organizations. Recent developments in telecom sector shows that communication services providers (CSPs) are engaged in various marketing and survey activities to discover the satisfaction level of their customers. In general, some subscribers complain about the poor network coverage, voice call quality, internet service etc. while other are satisfied with the quality of services. The aim of this paper is to conduct a servery based study to identify and highlight major attributes that effect customer's satisfaction which will eventually help telecom services providers to improve their customer experience management index. Consequently, this paper examines the factors that have resilient or fragile influence on customer satisfaction. Based on the contemporary research six attributes i.e. network coverage, voice call quality, drop call rate, SMS delivery, internet service and call setup duration have been considered and tested in this research to find the customer satisfaction. For this purpose of study, 200 respondents of a CSP are selected from Islamabad, Pakistan. A telephonic survey is conducted to rate each of the factor and their overall satisfaction. The results reveal that network coverage, voice call quality and internet service have the highest impact on the level of customer satisfaction.
format	Conference or Workshop Item
author	Khan, Nusratullah Shah, Asadullah Akram, Muhammad Usman Ahmad Khan, Shoab
author_facet	Khan, Nusratullah Shah, Asadullah Akram, Muhammad Usman Ahmad Khan, Shoab
author_sort	Khan, Nusratullah
title	Important attributes of customer satisfaction in telecom industry: a survey based study
title_short	Important attributes of customer satisfaction in telecom industry: a survey based study
title_full	Important attributes of customer satisfaction in telecom industry: a survey based study
title_fullStr	Important attributes of customer satisfaction in telecom industry: a survey based study
title_full_unstemmed	Important attributes of customer satisfaction in telecom industry: a survey based study
title_sort	important attributes of customer satisfaction in telecom industry: a survey based study
publisher	IEEE
publishDate	2017
url	http://irep.iium.edu.my/62533/ http://irep.iium.edu.my/62533/ http://irep.iium.edu.my/62533/ http://irep.iium.edu.my/62533/1/62533_Important%20Attributes%20of%20Customer%20Satisfaction.pdf
first_indexed	2023-09-18T21:28:36Z
last_indexed	2023-09-18T21:28:36Z
_version_	1777412359284850688

Important attributes of customer satisfaction in telecom industry: a survey based study

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