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A Comparative Study of Customer Satisfaction For Jio in Surat and Valsad

The document discusses a comparative study of customer satisfaction for Jio telecom provider in the cities of Surat and Valsad, India. The objective is to understand customer influencing factors for Jio and compare satisfaction levels in the two cities. Customer satisfaction is defined as a personal feeling of pleasure or disappointment from evaluating an organization's services against expectations. High satisfaction leads to customer loyalty and retention, while low satisfaction causes complaints. The study aims to assess transaction-specific and cumulative customer satisfaction with Jio in Surat and Valsad.

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jonny bravo
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102 views3 pages

A Comparative Study of Customer Satisfaction For Jio in Surat and Valsad

The document discusses a comparative study of customer satisfaction for Jio telecom provider in the cities of Surat and Valsad, India. The objective is to understand customer influencing factors for Jio and compare satisfaction levels in the two cities. Customer satisfaction is defined as a personal feeling of pleasure or disappointment from evaluating an organization's services against expectations. High satisfaction leads to customer loyalty and retention, while low satisfaction causes complaints. The study aims to assess transaction-specific and cumulative customer satisfaction with Jio in Surat and Valsad.

Uploaded by

jonny bravo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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A comparative study of customer satisfaction for Jio in

Surat and Valsad


Introduction
Telecommunications refers to array of network devises, technology, equipment and
software applications supporting communication through a distance. Telecom has
brought the world on a common platform by enabling the participation and
development of the people in nations’ build-up as a global society. The global
telecommunications market is repeatedly changing on account of the ongoing
innovations and developments taking the position again and again rapidly.
Telecom has now become similar to bread and butter to the general population.
Service quality is most essential to this sector, a person not satisfied with the services
can easily opt for a different telecom operator and even can change the operator
without changing the number, using portability. Hence for an operator it is essential
both to attract new customers and retain old customers. Like any other service, for
telecom also quality of the product, pricing of the product and quality of service are
important. Product differentiation in terms of differences in product is somewhat
difficult as all the telecom operators use the same technology/spectrum. Price
reductions will also not be having much impact as it would be quickly followed by
others. What stands apart is the service quality. This is where operators can outshine
others. The relationship between service quality dimensions and customer loyalty in
the telecommunication sector is well established and service quality is the most
significant factor while switching cost is negligible in case of retention of customers.
Indian telecom sector has been subjected to high pace of market liberalisation and
growth since long and now has become the world's most competitive and one of the
fastest growing telecom markets. The sector has also contributed towards socio-
economic development of the country by narrowing down the rural- urban digital
divide to an extent and future also seems to be promising in terms of consumer
demand, being country heading towards digitalization where telecommunications will
play a vital role. Indian telecom sector in current times is subjected to unique pricing,
desperate customer choices and fragmented competition with availability of limited
number of telecom operators, thus in order to increase the customer base and to retain
the existing one it is must for every service provider company to meet the customer
expectations well in time.
Customer Satisfaction
Customer satisfaction is a personal feeling of either pleasure or disappointment
resulting from the evaluation of services provided by an organization to an individual
in relation to expectations. Service providers frequently place a higher priority on
customer satisfaction, because it has been seen as a prerequisite to customer retention.
As a positive outcome of marketing activities, high customer satisfaction leads to
repeat visitation to stores, repeat product purchases, and word-of-mouth promotion to
friends, while low customer satisfaction has been associated with complaining
behaviour. A satisfied customer often stays loyal longer, and is likely to patronize the
firm in future.
Generally, there are two general conceptualizations of satisfaction, namely,
transaction specific satisfaction and cumulative satisfaction. Transaction-specific
satisfaction is a customer's evaluation of his or her experience and reactions to a
particular service encounter while cumulative satisfaction refers to the customer's
overall evaluation of the consumption experience to date.

Objective of the Study


1. To know the customers influencing factors towards reliance JIO.
2. To compare the satisfaction level of the customers towards the usage of JIO in
Surat and Valsad city.

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