Comparative Analysis between Selected Mobile Service Providers on Satisfaction Level of Urban Consumers’ of West Bengal: An Empirical Analysis
- Author Dr. Debarun Chakraborty
- DOI
- Country : India
- Subject : Management & Social Science
Keywords : Service Providers, close ended, urbanites, consumers’ satisfaction
Abstract
The booming revolution in Information Technology sector has pushed India’s telecom market significantly. India has shown tremendous growth in the past few years in terms of cellular services. For the past few years consumers prefer wireless mode of telephone services to wire line services due to various reasons. The consumers’ satisfaction is the main goal of every business organization. In this competitive business scenario, each activity starts and ends with the consumers. In the present situation, telecommunication has become the lifeblood for every business activity. There is a heavy competition among the service providers in this industry. In spite of a well-established network and supporting infrastructure certain service providers were not able to compete in the market due to lack of quality consumers service and satisfaction. Promotional initiatives have not yielded, fruitful results due to poor consumer satisfaction. The area chosen for the study is West Bengal, which is having several prominent urban areas of India, which comprises five subdivisions and from there the researcher have selected five towns namely Durgapur, Baharampur, Cooch Behar, Krishnanagar and Haldia. The areas have been selected due to the rural prominence. 171 respondents have been selected on this purpose & their opinion has been recorded with the help of a close ended questionnaire. The researcher has used 5 point likert scale to assess the responses properly from the selected respondents. Correlation analysis & multiple regression analysis have been used as statistical tools to find out the most important factors. Findings of the study iterate that there is a significant relationship between satisfaction and independent variables i.e. service quality, price and perceived value on Airtel, Vodafone and Reliance Jio users.
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