To Study and Determine the Factors Responsible for the Customer Satisfaction Level in the Indian Telecom Sector Using Factor Analysis

Abstract

This research is an effort to understand the customer satisfaction level and perception towards different telecom service providers in India on the basis of certain parameters. These parameters are network connectivity, customer care services, festival offers, talk time offers, roaming services, validity, data pack services, ease of online recharge and special offers. The research was done with responses from approximately over 100 people belonging to majorly 21 to 30 years age group and residing in Symbiosis campus in Lavale in Pune district of Maharashtra state. We used factor analysis as the statistical tool to determine the major factors responsible for customer satisfaction towards different service providers in the Indian telecom sector. Factor analysis or principal component analysis helps to find out a correlation between different variables. It is a data reduction analysis technique. We were comparing 3 service providers in this research paper namely Bharti Airtel, Reliance Jio Infocomm Limited and Vodafone Idea Limited. Also, the factor analysis gives a chance to the different service providers to view the performance of different variables as listed above and concentrate on the major ones to improve the decision-making process of the company. Customer perception about each service provider should be important so that corrective measures can be taken to retain customers.