Service Quality & Customer Satisfaction
An analysis and evaluation of service quality, value offer, satisfaction and loyalty in Indian private telecom operators
(Sprache: Englisch)
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...
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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.
Autoren-Porträt von Kuldeep Kumar, R.S Rai, Anurag Dugar
Kumar, KuldeepKuldeep Kumar is Research Scholar, Amity Univ. Noida India & Project Manager with multi-industry experience over two decades.R. S. Rai is Professor, Decision Sciences, Amity Business School and Director, Research Planning & Statistical Services at Amity Univ. Noida, India.Anurag Dugar is Associate Professor at Goa Institute of Management, India.
Bibliographische Angaben
- Autoren: Kuldeep Kumar , R.S Rai , Anurag Dugar
- 2021, 136 Seiten, Maße: 22 cm, Kartoniert (TB), Englisch
- Verlag: LAP Lambert Academic Publishing
- ISBN-10: 6203410187
- ISBN-13: 9786203410181
Sprache:
Englisch
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