Customer Satisfaction and Loyalty: A Comparative Study in Mobile Telecommunication Industry

Abstract

This paper is a part of the doctoral research attempts to know the existence of significant difference between public and private telecom service providers concerning to customer satisfaction on customer loyalty and to know the degree of impact of customer satisfaction on customer loyalty as the two objectives and the data is collected through a structured questionnaire from 360 customers selected on stratified random basis from customers of both public sector and private sector mobile telecom service providers. The findings of the study is an useful information for both public sector and private sector mobile telecom service providers for the understanding of existing situation of the customer thought for their services. So this conclusion can get drawn here that the many of the other hidden components can be not revealed with this study effecting customer loyalty for the services of the service provider either the public or private. The further research might be able to find those components and would be revealing some other outcome.

Key Words: Telecom service provider, mobile, customer satisfaction, customer loyalty, public, private.