Measurement of Service Satisfaction of Mobile (Cellular) Services of India

Authors

  • Ujjal Das School of Mechanical Engineering, KIIT University, Bhubaneswar, Odisha, India
  • Vishal Kumar School of Mechanical Engineering, KIIT University, Bhubaneswar, Odisha, India
  • S. Satapathy School of Mechanical Engineering, KIIT University, Bhubaneswar, Odisha, India

DOI:

https://doi.org/10.37591/jomccmn.v2i1.295

Keywords:

service quality, customer satisfaction, mobile industry

Abstract

Nowadays, the mobile industry in India has developed to be very competitive, as different cellular companies jostle for the attention of subscribers. One of the key challenges confronting these cellular companies is how they manage their service quality, which holds a great importance to customer satisfaction. Service quality and customer satisfaction are very essential in maintaining customer loyalty. In this paper, an attempt is made for concrete and measurable improvements in the service through an extensive study on customer’s perception and various extents of the mobile service. Some suggestions are provided for the improvement of service quality in Indian context.

 

Cite this Article:
Das U, Kumar V, Satapathy S. Measurement of Service Satisfaction of Mobile (Cellular) Services of India. Journal of Mobile Computing, Communications & Mobile Networks. 2015; 2(1): 5–12p.

References

a) Aloudat A, Michael K. The application of location based services in national emergency warning systems: SMS, cell broadcast service and beyond. Proceedings of the National Security Science and Innovation; 2010 Sep 23; Australian Security Research Centre, Canberra, Australia. 21–49p. b) Ozer A, Argan MT, Argan M. The effect of mobile service quality dimensions on customer satisfaction. Procedia - Social and Behavioral Sciences. 2013; 99: 428–38p.

Aloudat A, Michael K, Chen X, et al. Social acceptance of location based mobile government service for emergency management. Telematics and Informatics. 2013; 31: 153–71p.

Hamka F, Bouman H, Reuver M, et al. Mobile customer segmentation based on smartphone measurement. Telematics and Informatics. 2013; 31: 220–7p.

Chang CC. Examining users’ intention to continue using social network games: a flow experience perspective. Telematics and Informatics. 2013; 30: 311–21p.

Kwon O, Wen Y. An empirical study of the factors affecting social network service use. Computers in Human Behavior. 2010; 26: 254–63p.

Klein A, Jakopin N. Consumers, Willingness-to-pay for mobile telecommunication service bundles. Telematias and Informatices. 2013; 31: 410–21p.

Eppen GD, Hanson WA, Kipp MR. Bundling: new products, new markets low risk. Sloan Manag Rev. 1991; 32(4): 7–14p.

Johnson MD, Hermann A, Bauer HH. The effects of price bundling on consumer evaluations of product offerings. Int J Res Mark. 1999; 16(2): 129–42p.

Gal-Or E. Evaluating the profitability of product bundling in the context of negotiations. J Bus. 2004; 77(4): 639–73p.

Crane DA. Mixed bundling, profit sacrifice and consumer welfare. Emory Law J. 2006; 55(3): 423–86p.

Elberse A. Bye-bye bundles: the unbundling of music in digital channels. J Mark. 2010; 74(3): 107–23p.

Chae S. Bundling subscription TV channels: a case of natural bundling. Int J Ind Organ. 1992; 10(2): 213–30p.

Chuang JCI, Sirbu MA. Optimal bundling strategy for digital information goods: network delivery of articles and subscription. Inf Econ Policy. 1999; 11(2): 147–76p.

Bakos Y, Brynjolfsson E. Bundling information goods: pricing, profits, and efficiency. Manage Sci. 1999; 45(12): 1613–30p.

Bakos Y, Brynjolfsson E. Bundling and competition on the internet. Market Sci. 2000; 19(1): 63–82p.

Downloads

Published

2015-03-12

Issue

Vol. 2 No. 1 (2015)

Section

Research Articles

License

Declaration and Copyright Transfer Form

(to be completed by authors)

I/ We, the undersigned author(s) of the submitted manuscript, hereby declare, that the above manuscript which is submitted for publication in the STM Journals(s), is not published already in part or whole (except in the form of abstract) in any journal or magazine for private or public circulation, and, is not under consideration of publication elsewhere.

  • I/We will not withdraw the manuscript after 1 week of submission as I have read the Author Guidelines and will adhere to the guidelines.
  • I/We Author(s ) have niether given nor will give this manuscript elsewhere for publishing after submitting in STM Journal(s).
  • I/ We have read the original version of the manuscript and am/ are responsible for the thought contents embodied in it. The work dealt in the manuscript is my/ our own, and my/ our individual contribution to this work is significant enough to qualify for authorship.
  •  I/We also agree to the authorship of the article in the following order:

Author’s name                                    

 

1. ________________

2. ________________

3. ________________

4. ________________

 

We  Author(s) tick this box and would request you to consider it as our signature as we agree to the terms of this Copyright Notice, which will apply to this submission if and when it is published by this journal.