An Empirical Analysis of Satisfaction/ Dissatisfaction and Its Attributes in Northern India Telecom Service Industry

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Nishant Kumar
Gajendra Singh

Abstract

Measurement of customer satisfaction/ Dissatisfaction in telecom services has received increasing prominence due to researcher's desire to measure outcomes that reflect the customer's inimitable standpoint. In this study, we report results of a study examining the usefulness of Customer Satisfaction/ Dissatisfaction in the consumer preference & retention of customers. Exploratory Factor Analysis Techniques was employed to identify the prominent factors behind customer satisfaction/ dissatisfaction. Parallel analysis was used for determining the number of components or factors to retain from Principal Component Analysis. The specific influence of Satisfaction/ Dissatisfaction factors on consumer preference & retention has been attempted through Multivariate Regression Analysis in order to develop an instrument to measure effectiveness of Customer Satisfaction/ Dissatisfaction.

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How to Cite
Kumar, N., & Singh, G. (2016). An Empirical Analysis of Satisfaction/ Dissatisfaction and Its Attributes in Northern India Telecom Service Industry. The International Journal of Business & Management, 4(3). Retrieved from https://internationaljournalcorner.com/index.php/theijbm/article/view/126233