Identification of Factors that Build Customer Satisfaction and Loyalty in Indian Telecom Sector
In the current competitive environment, Indian Telecommunication sector is changing quickly. India is the second largest market of mobile service providers with in the world and there is a tremendous rivalry in the market among other competitive players. So, in such a competition, the customer satisfaction and loyalty become a major issue for the growth in telecom industry. In present days, every organization needs to boost the quantity of customers through customer satisfaction. The current study focused on the factors that influence customer satisfaction and loyalty. The results indicate that network, SMS rates, new schemes and offers, customer care, these factors can motivate customers to enter in telecom area, among all the retaining strategies quality of products and services have higher impact on loyal customers.
Keywords - Customer Satisfaction, Customer Loyalty, Customer Retention, Telecommunication Sector.