NDLI: Factors Influencing Customer Satisfaction of Wireless Mobile Services During the Covid-19 Pandemic Led Lockdown

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Factors Influencing Customer Satisfaction of Wireless Mobile Services During the Covid-19 Pandemic Led Lockdown

Content Provider	Scilit
Author	Rajeswaran, Sugant Gali, Srilakshminarayana Soundale, Shyamli
Copyright Year	2021
Description	The telecommunication industry in India is rapidly growing and witnessing many developments. 85% of respondents reported increased usage of mobile services during the Covid 19 lock-down in 2020 on activities such as work-from-home, entertainment, learn from home, etc. The objective of this research was to identify factors influencing customer satisfaction of wireless mobile services in the Covid-19 led lockdown and formulate a framework for the same. The study identified six factors that influence customer satisfaction, viz, customer convenience, billing-payments, problem resolution, data speed, tariff-offers, and network strength. Using partial least squares structural equation modelling, a model for evaluating customer satisfaction was built. The study also identified factors that had significant impact on customer satisfaction. Book Name: Interdisciplinary Research in Technology and Management
Related Links	https://api.taylorfrancis.com/content/chapters/edit/download?identifierName=doi&identifierValue=10.1201/9781003202240-18&type=chapterpdf
Ending Page	114
Page Count	9
Starting Page	106
DOI	10.1201/9781003202240-18
Language	English
Publisher	Informa UK Limited
Publisher Date	2021-09-14
Access Restriction	Open
Subject Keyword	Book Name: Interdisciplinary Research in Technology and Management Covid Factors That Influence Customer Factors Influencing Customer Satisfaction Mobile Services Model
Content Type	Text
Resource Type	Chapter

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