Customer Satisfaction Towards Telecommunication Service Provider: A Study on Bharti Airtel

• Author(s): Navnita Dhruw ; Dr. Monica Sainy
• Paper ID: 1704756
• Page: 986-995
• Published Date: 27-06-2023
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 6 Issue 12 June-2023

Abstract

This research study focuses on examining and understanding customer satisfaction towards Bharti Airtel, a prominent telecommunications service provider in India. The aim of the study is to identify the key factors that influence customer satisfaction and explore the relationship between customer satisfaction and loyalty. By conducting a comprehensive analysis of customer perceptions and experiences, this study aims to provide valuable insights that can guide Bharti Airtel in enhancing their service quality, improving customer experiences, and fostering long-term customer loyalty. The research design incorporates a mixed-methods approach, combining quantitative surveys and qualitative interviews. The quantitative surveys are conducted to gather data from a representative sample of Bharti Airtel customers, enabling a systematic analysis of their satisfaction levels across various dimensions such as service quality, network performance, pricing strategies, and customer support. Additionally, qualitative interviews are conducted to delve deeper into customer perspectives and gain a richer understanding of their experiences and expectations. The results and analysis section of this study presents the findings obtained from the survey data and qualitative interviews. It includes a descriptive analysis of customer satisfaction levels and an evaluation of the factors influencing customer satisfaction. The analysis encompasses the assessment of service quality, network performance, pricing perceptions, customer support evaluation, and the impact of technological innovations on customer satisfaction. Furthermore, the study explores the relationship between customer satisfaction and loyalty to gain insights into the drivers of long-term customer retention. The discussion section interprets the results in the context of existing literature, highlighting the implications for Bharti Airtel and the broader telecommunication industry. The findings provide a basis for understanding customer preferences, identifying areas for improvement, and formulating strategies to enhance customer satisfaction and loyalty. The managerial implications address specific actions Bharti Airtel can undertake to improve service quality, network performance, pricing strategies, customer support, and leverage technological innovations to enhance the overall customer experience. Based on the research findings, the study offers recommendations for Bharti Airtel to enhance customer satisfaction. These recommendations include strategies to improve service quality, optimize network performance, optimize pricing strategies, strengthen customer support, and leverage technological innovations to deliver superior services. Implementing these recommendations will enable Bharti Airtel to enhance customer satisfaction, foster long-term customer loyalty, and maintain a competitive edge in the telecommunication industry. In conclusion, this research study provides valuable insights into customer satisfaction towards Bharti Airtel. The findings contribute to enhancing the understanding of customer preferences, identifying areas for improvement, and formulating effective strategies for improving service quality and customer experiences. The study's outcomes have implications for Bharti Airtel's market position and competitiveness, as well as broader implications for the telecommunication industry as a whole.

Keywords

Customer Satisfaction, Bharti Airtel, Telecom Industry, Service Quality, Customer Experience, Customer Perception, Service Reliability, Network Coverage

Citations

IRE Journals:
Navnita Dhruw , Dr. Monica Sainy "Customer Satisfaction Towards Telecommunication Service Provider: A Study on Bharti Airtel" Iconic Research And Engineering Journals Volume 6 Issue 12 2023 Page 986-995

IEEE:
Navnita Dhruw , Dr. Monica Sainy "Customer Satisfaction Towards Telecommunication Service Provider: A Study on Bharti Airtel" Iconic Research And Engineering Journals, 6(12)