Assignment Customer Satisfaction | Telecom Industry
13 Pages3129 Words148 Views
Added on 2020-06-05
Assignment Customer Satisfaction | Telecom Industry
Added on 2020-06-05
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RESEARCH PROPOSAL
AbstractFrom the proposal it could be evaluated that the determinants involved in identifying thesatisfaction level of customers within telecommunication industry. Therefore, it involvesdifferent factors such as offering schemes and offers, low call and SMS charges, low data rentals,high voice quality, effective network services etc. Thus, providing all such services helps inretaining customers within telecommunication firm as there is high competition within industry.Here, quantitative study will be carried out and statistical tools such as SPSS will be used inregard to identify the factors affecting customer satisfaction within telecommunication industry.Also, the sample size of respondents selected are 228 customers and from whom questionnairewill be filled in order to obtain responses regarding factors affecting customer satisfaction.
Table of ContentsBRIEF INTRODUCTION...............................................................................................................1PROBLEM STATEMENT..............................................................................................................1RESEARCH MODEL.....................................................................................................................2RESEARCH QUESTIONS.............................................................................................................2RESEARCH OBJECTIVES............................................................................................................2HYPOTHESIS.................................................................................................................................3SIGNIFICANCE OF RESEARCH .................................................................................................3Literature review..............................................................................................................................3Research Methodology....................................................................................................................5REFERENCES................................................................................................................................7QUESTIONNAIRE.....................................................................................................................8
BRIEF INTRODUCTIONCustomer satisfaction has been considered as the extensive part that helps in defining anindividual's feeling of pleasure or disappointment that results from comparing a product'sperceived performance in relation to their experience. Here, the present proposal will bediscussing regarding the factors that affect customer satisfaction within telecommunicationindustry. It is essential for businesses to identify the main factors that helps in determining theneeds of customers and thus provide them appropriate quality products or services so thatsatisfaction level could be enhanced (HUNG, Cheng and Hsieh, 2015). However, it could beassessed that satisfied customers woul repeat the purchase, be brand loyal and convey positivework of mouth advertising in relation to enhance sales and profitability. Therefore, businessesare required to adopt varied factors such as providing attractive offers, best quality signal, lowcalls and SMS charges, high voice quality, minimum monthly data rentals etc. Thus, identifyingall such factors helps in influencing customers towards the telecommunication provider andovercome rivals. In such competitive market, where large number of telecommunication serviceproviders are available who are focusing upon providing quality products or services in similarnature and thus enhance satisfaction level. Thus, adopting certain factors such as good qualityvoice signals, low call and SMS charges and attractive offers and schemes would be possible toinfluence large number of buyers towards firm (Lim and Kim, 2017). Here, the selected proposal topic is very wide and thus it is essential for scholar tohighlight the relevance of the study in relation to determine the factors that affect customersatisfaction in telecommunication industry. Thus, through assessing all such factors it wouldbecome significant for researcher to indicate the importance of the selected research topic(Martin, 2012). It is considered as worthy for carrying out dissertation upon such topic so thatidentifying the customer satisfaction level is significant aspect and thus it helps in enhancingrepeat purchase of brand loyal customers that results in enhancing sales and profitability of firm. PROBLEM STATEMENTHere, the study will shed some light upon the significance and consequences ofsatisfaction within the competitive telecom industry in Saudi Arabia. Also, different factorswhich are related to payments and savings such as attractive offers, low rental charges, highvoice quality etc. are considered the most significant part in determining satisfaction, retentionand likelihood of switching from one mobile service provider to another. Also, the research gap1
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