Abstract
Objective of the research study is to identify critical factors responsible for customer satisfaction. After
extensive literature review, eight factors namely service quality, signal quality, price fairness, quality of
call center services, having retailer/service shops at many places, mobile provider keeping in touch,
value added services (VAS) and convenience in procedure were identified which affect customer
satisfaction. Survey questionnaire was got filled up from 200 respondents through interview. Out of 200
Respondents, 84 % were male & 16 % were female. These respondents belonged to different age
groups of 18-20.21-25,26 & above possessing educational qualifications as undergraduate, graduate,
postgraduate & professional. 82.5% respondents were pre-paid & 17.5% were post-paid. As per findings
of the study, price fairness, service quality, availability of retail/service shops at sufficient places, mobile
Provider keeping in touch & convenience in procedure have been preferred by maximum percentage
of respondents followed by signal quality, quality of call centre services & VAS. Factors such as having
retail/service shops at many places, VAS & convenience in procedure have statistically significant
relationship with age. Outcome of the study also reveal that service quality, signal quality, quality of call
centre services & mobile provider keeping in touch have statistically significant relationship with
educational qualifications.