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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/62533/1/62533_Important%20Attributes%20of%20Customer%20Satisfaction.pdf
http://irep.iium.edu.my/62533/
http://ieeexplore.ieee.org/document/8277858/
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spelling my.iium.irep.62533 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
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
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/62533/1/62533_Important%20Attributes%20of%20Customer%20Satisfaction.pdf
http://irep.iium.edu.my/62533/
http://ieeexplore.ieee.org/document/8277858/
_version_ 1643617071745990656
score 13.211869

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