Service Quality & Customer Satisfaction

Kuldeep Kumar,R S Rai,Anurag Dugar

Service Quality & Customer Satisfaction
Format
Paperback
Publisher
LAP Lambert Academic Publishing
Published
11 February 2021
Pages
136
ISBN
9786203410181

Service Quality & Customer Satisfaction

Kuldeep Kumar,R S Rai,Anurag Dugar

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Digitalization and automation have created unlimited dependencies on the services provided by the telecom industry. There has been an elevation in calling, texting, gaming, and internet-related applications with dependencies on telecom services.To acquire a market share, the operators offer their services at a competitive price and value-added services. To sustain a highly competitive market, service providers must continuously work on service quality improvement to continually achieve customer satisfaction. This book focuses on finding the implication of the components such as quality of service, value offer, customer satisfaction, and customer loyalty with reference to the services provided by the telecom operators in India. Here it also emphasizes the assessment of each of these components’ value in driving customer satisfaction towards particular operators and finding out which one of them is most crucial. Also it focuses on to find the relationship between customer satisfaction and the specific factors of service quality attributes, customer value, or customer loyalty for Indian telecom operators.

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