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Importance of quality of services and customer satisfaction in the telecommunication sector in developed and emerging economies - Dissertation Example

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The study aims to identify factors influencing customer loyalty and through it their perception towards the brand. This is followed by the review of literature which brings forth prior research findings on the subject along with organizational experiences and examples…
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Importance of quality of services and customer satisfaction in the telecommunication sector in developed and emerging economies
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Importance of quality of services and customer satisfaction in the telecommunication sector in developed and emerging economies

Download file to see previous pages... The data so collected are complied and put to statistical analysis and presented in the form of graphs and charts. This is in the form of both qualitative and quantitative findings. Based on the findings, suitable recommendations are developed for businesses. Finally a brief summary of the project is provided in the form of conclusion which highlights the crucial and critical factors analysed in the study. Introduction Quality is regarded as one of the key factors in creating worth and also in influencing the satisfaction of customers. This is particularly true for the telecommunications sector. Faced with cut throat competition, the telecommunications industry has been regarding customer satisfaction as a necessity for surviving in the market. With the dramatic entry of a large number of new service providers in this sector offering a wide variety of product and services the need to compete with each other have caused them to ensure optimal satisfaction of customers in terms of their products and services. It is also seen that at the same time consumers have also become well equipped with the necessary knowledge regarding quality of services provided by service providers. Awareness among customers, coupled with stiff competition in the telecom industry has emerged as the most crucial factors for the provision of superior quality of services towards customers. According to the words of Philip Kotler, the level of satisfaction bears a direct relation between the perceived and expected performance of the product. If the performance of the product matches with the expectation of customers, customers are said to remain satisfied. When the product’s performance exceeds the...
This research will begin with the statement that quality is regarded as one of the key factors in creating worth and also in influencing the satisfaction of customers. This is particularly true for the telecommunications sector. Faced with cut throat competition, the telecommunications industry has been regarding customer satisfaction as a necessity for surviving in the market. With the dramatic entry of a large number of new service providers in this sector offering a wide variety of product and services the need to compete with each other have caused them to ensure optimal satisfaction of customers in terms of their products and services. It is also seen that at the same time consumers have also become well equipped with the necessary knowledge regarding quality of services provided by service providers. Awareness among customers, coupled with stiff competition in the telecom industry has emerged as the most crucial factors for the provision of superior quality of services towards customers. According to the words of Philip Kotler, the level of satisfaction bears a direct relation between the perceived and expected performance of the product. If the performance of the product matches with the expectation of customers, customers are said to remain satisfied. When the product’s performance exceeds the expectation of customers, they remain highly delighted or satisfied; while, on the other hand a products’ performance falling short of customer’s expectations creates a highly dissatisfied customer. ...Download file to see next pagesRead More
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