Wednesday, May 6, 2020

Service Quality And Customer Satisfaction Towards Cellular...

BUSINESS RESEARCH METHODOLOGY RESEARCH PROPOSAL SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARDS CELLULAR SERVICE PROVIDERS IN PAKISTAN Submitted by YUSRA BABAR B00298203 ABSTRACT The prosperity and achievement of any organization relies on several factors. Telecommunication sector aims to provide their customers with quality services. Companies giving quality services tend to struggle more in order to survive in service sector which in turn satisfy their customers. This study aims to examine the customer quality as a factor that satisfies customers. This study is quantitative in nature so self-administered questionnaire has been adopted to analyze quality of the service provided by cellular service providers in Pakistan.†¦show more content†¦(Olla et al., 2002). The most effective way to stay connected with each other has become necessity in this busy world and telecom services are trying to make their market capitalization strong by giving the best quality services. With the passage of time the competition has become immense and is becoming difficult to meet maximum satisfaction of customer. At the same time quality should not be compromised. So there is a strong need to research on the factors that investigate the customer’s behavioral intentions towards service quality provided by telecom sector. There is also a need to focus on both present and future customers. OBJECTIVES OF THE STUDY The main purpose and aim of this study is to identify the extent to which customers get satisfied with the services and quality provided by cellular service providers in Pakistan. SPECIFIC AIMS ïÆ'Ëœ The specific aims in this respect are as follows: ïÆ'Ëœ To identify the needs of customers expectations and perceptions about various service providers. ïÆ'Ëœ To check how service quality makes the customer loyal and stick to one service provider. ïÆ'Ëœ To examine the importance of different packages provided by cellular service providers such as pre-paid and post-paid. ïÆ'Ëœ To investigate about customers that switches one service provider to another. ïÆ'Ëœ To explore what customers expect through availing services. PROJECTED RESEARCHShow MoreRelatedBrand Loyalty, Service Quality And Satisfaction994 Words   |  4 Pagesconcept in services sector. Brand loyalty is receiving great deal of attention in telecommunication sector. So there is a need of introducing comprehensive brand loyalty model. This study attempts to provide a broad view of brand loyalty by proposing a model and testing its potential antecedents. The antecedents included in the research are service quality, satisfaction, trust and commitment.A pilot and main study was conducted to test the hypotheses. A sample of 475 customers of cellular network providersRead MoreAssessing the Competencies of Telecommunication Companies15830 Words   |  63 Pages6 1.2 Why Quality and Customer Satisfaction are Important in business today 7 1.3 Telecommunication as a Field of Study 7 1.4 History of Telecommunication in ABC Country 8 1.5 The Cellular Network Providers in ABC Country 8 1.6 Significance of the study 9 1.6.1 Research Questions 10 1.6.2 Research Objectives 10 1.7 Hypothesis of Study 10 1.7.1 Relationship and Key Drivers of Perceived Service Quality 10 1.7.2 Relationship and Key Drivers of Perceived Network Quality 11 1.7.3Read MoreLiterature Review on Acceptance Level of Different Service Providers in University Campus3074 Words   |  13 Pagesgrowth  in  the mobile  subscriber base will have important implications for future plans of mobile  operators, infrastructure  providers, handset suppliers and vendors. Mobile  operators should be ready with contingency plans to deploy and operate infrastructure including customer care, billing, applications, etc., faster than that they might have initially planned. Infrastructure  providers, handset suppliers and vendors should be prepared to respond to such plans. Industry growth drivers: * Vast geographicRead MoreA Study On Customer Satisfaction Towards Cellular Services1968 Words   |  8 PagesA Study on Customer Satisfaction towards Cellular Services: An Empirical Study Introduction: The booming revolution in Information Technology sector has pushed the India’s telecom market significantly. India has shown tremendous growth in past few years in terms of mobile services. Mobile phones are a vast improvement over the telecommunications technology of the past, and now become an important asset in today’s busy life. Mobile phones have become the necessity in today’s competitiveRead MoreSwot Analysis : Telecom Service Provider1405 Words   |  6 Pagestelecom service provider, ABS leverages its rich pedigree of best-in-class solutions, partnerships and domain expertise to address service providers, enterprises, PSUs, and consumers. Its range of services includes networking, data centers, managed services, collaboration services, SaaS (Software-as-a-Service) and mobility solutions. ABS is the pioneer of data connectivity solutions and it has demonstrated the same by being the first operator in India to launch WiMAX technology. ABS is also a registeredRead MoreStudy on Customer Satisfaction and Attitude Towards Idea and Vodafone3185 Words   |  13 PagesINTRODUCTION 1.1 OVERVIEW We live in an era where telecommunications services hold a central role in every sphere of our lives (Came, 1984). Marketers argue with compact confidences that these emerging technologies have the ability to develop our lives and improve it in many ways (Risto, 2002). Moreover, it has facilitated the instantaneous cost reduction and quality improvement by offering different services by the companies (Douligeris and Pereira, 1984). The deregulation in the INDIAN telecommunicationRead MoreCustomer Retention in Telecom Industry5857 Words   |  24 PagesCustomer Retention: With Special Reference to Telecommunication Industry in Sri Lanka K. A. Silva Lanka Com Services (Pvt) Limited, Colombo, Sri Lanka S. T. W. S. Yapa Department of Decision sciences, University of Sri Jayewardenepura, Nugegoda, Sri Lanka samanyapa@sjp.ac.lk ABSTRACT The landscape of the telecommunication industry in Sri Lanka has been changed drastically since the deregulation of telecommunication sector in early 1990s. Number of service providers has been increasedRead MoreImpact of Branding on Consumer Perception and Buying Behavior13385 Words   |  54 Pagescompany behind the brand is perceived by the buying public. In other words, the brand is not just a representation of a companys product; it is a symbol of the company itself, and that is where the core of brand loyalty lies. The Pakistani cellular market is going through such a phase where the players are trying to form perceptions through advertising and may even eventually succeed. This paper discusses branding and its importance, how brands affect perceptions through advertising and ultimatelyRead MoreEssay about Marketing in the Mobile Phone Industry1513 Words   |  7 PagesOne2One  · Orange We will be closely investigating another mobile phone network called Vodafone against the other three companies where we will be discussing Vodafones competitive advantage against BTCellnets long established cellular company of British Telecom and comparing the newly established company, One2One and how it threatens Vodafone. We will be creating and discussing SWOT analysis for these companies and explaining their current positioning. We will thenRead MoreKey Challenges to Cross Cultural Management: O2 Germany Case Study1142 Words   |  5 Pagesnew in the group. Considering this, multinational corporations (MNC) must be highly sensitive towards cross cultural management in order for them to expand, implement their strategies and achieve their goals in domains outside their home. According to the GLOBE Project (House and Hanges, 2004, p15), leadership is the ability of an individual to influence, motivate and enable others to contribute toward the effectiveness and success of the organizations of which they are members. This implies that

No comments:

Post a Comment

Note: Only a member of this blog may post a comment.