Dr. S. Franklin John et. al.

, Journal of Management Research and Analysis (JMRA)

Available online at http://jmraonline.com
ISSN: 2394-2770, Impact Factor: 4.878, Volume 05 Issue 01, March 2018, Pages: 305-309

A STUDY ON CUSTOMER SATISFACTION TOWARDS 4G

CONNECTIVITY BY THE SERVICE PROVIDER WITH SPECIAL
REFERENCE TO COIMBATORE CITY
1
Dr. S. Franklin John and 2 Dr. Sheeja. R
1
(Professor & Principal, Nehru College of Management, Coimbatore)
2
(Asst. Professor, Nehru College of Management, Coimbatore)

Abstract: 4G technologies is still relatively new that provides high speed data rate to mobile devices. It
consists of the LTE network. 4G networks are prone to many security threats due to the open nature of the
architecture and standards. 4G can be described in one word “MAGIC”. The variables such as age group, gender
income, occupation, are having less impact on the factors of customer’s satisfaction. The research outcome also
indicates that, most of the customers were satisfied towards 4G. This study also indicates that the customers’
satisfaction is comparatively slight advanced. In India the market potential of 4G is growing in a fastest way, so
make attractive packages, connectivity, and network coverage, for getting more new customers to the 4G world.
Most of the customers are satisfied with the 4G rather than 3G. One of the main problems is that the network
coverage is only available in urban areas, and another one is heavy traffic among network. So expanding the
network coverage is the better idea to resolve this problem.
Keywords: Customer Preference, 4G network, Technology, Satisfaction

INTRODUCTION
The breathtaking growth of the telecommunication companies in India over the last twenty years has
made a history. The economic resurgence affected in the early 1990s brought around a paradigm shift on the
overall business scenario of India. With the arrival of private telecommunication companies in India, the
industry observed introduction of mobile phones into the Indian market and it became extremely popular
amongst the Indian masses. India's telecom sector has shown huge expansion in the recent years in all respects
of industrial growth due to liberalization in Government policies after 1991. Removal of restrictions on foreign
capital investment and industrial de-licensing has allowed various private players to enter into the Indian
telecommunication market. The Indian telecom market is regulated by Telecommunication Regulatory
Authority of India (TRAI) which acts as an independent regulator was set up in 1997 by the Indian Government.
Despite several controversies, the TRAI has earned a reputation for transparency and competency. Today two
types of mobile phone service providers operates in the Indian market, they are –
 Global System for Mobile Communications (GSM)
 Code Division Multiple Access (CDMA)
Presently India has nearly 200 million telephone lines making it the third largest network in the world
after China and USA. With a growth rate of 45%, Indian telecom industry has the highest growth rate in the
world. Three types of service providers exist in the Indian telecommunication sector, like the following –
 State owned companies like - Bharat Sanchar Nigam Ltd, Videsh Sanchar Nigam Ltd and Mahanagar
Telephone Nigam Ltd.
 Private Indian owned companies like - Reliance Infocomm and Tata Teleservices.
 Foreign invested companies like - Vodafone, Bharti Tele-Ventures, Idea Cellular, BPL Mobile, Spice
Communications etc.
'Mobile Internet' refers to access to the Internet via a cellular telephone service provider. It is wireless
accesses that can handoff to another radio tower while it is moving across the service area. It can refer an
immobile device that stays connected to one tower, but this is not the meaning of "mobile" here. Wi-Fi and other
better methods are commonly available for users not on the move.
4G uses advances protocol spectrum up to 4 times as effective & efficiently as 3G systems, have better
ways of handling dynamic load changes, creating more bandwidth than 3G systems.4G (also known as Beyond
3G), an abbreviation for Fourth-Generation, is a term used to describe the next complete evolution in wireless
communications. A 4G system will be able to provide a comprehensive IP solution where voice, data and
streamed multimedia can be given to users on an "Anytime, Anywhere” basis, and at higher data rates than
previous generations.
As the second generation was a total replacement of the first generation networks and handsets; and the
third generation was a total replacement of second generation networks and handsets; so too the fourth
generation cannot be an incremental evolution of current 3G technologies, but rather the total replacement of the

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Dr. S. Franklin John et. al., Journal of Management Research and Analysis (JMRA)
Available online at http://jmraonline.com
ISSN: 2394-2770, Impact Factor: 4.878, Volume 05 Issue 01, March 2018, Pages: 305-309

current 3G networks and handsets. The international telecommunications regulatory and standardization bodies
are working for commercial deployment of 4G networks roughly in the 2012-2015 time scale. There is no
formal definition for what 4G is; however, there are certain objectives that are projected for 4G. These
objectives include, that 4G will be a fully IP-based integrated system. 4G will be capable of providing between
100 Mbit/s and 1 Gbit/s speeds both indoors and outdoors, with premium quality and high security.

SCOPE OF THE STUDY

The study gives insights into the customer awareness, preferences, satisfaction, expectation of 4G and
it will have scope for further research in the study area. The study model can be adopted for other industries in
order to learn the preferences and satisfaction level of the concern brand.

OBJECTIVES OF THE STUDY

 To measure the customer satisfaction level towards 4G networks.
 To examine the factors that influencing the customers while selecting 4G internet service in mobile phones.

LIMITATIONS OF THE STUDY

The study is conducted in Coimbatore with 100 respondents. The respondents’ response may have the
bias, which may not give true picture about the chosen research topic. The responses given by some of the
respondents may vary due to personal preferences and ideologies.

REVIEW OF LITERATURE
Harish and Raman Kumar Sharma (2010) in their paper named Use Of 3G & 4G Network for
Marketing mentioned that higher downloading speed considerably more advantageous for both marketers and
consumers. 3G and 4G Technology has shifted idea of marketing moved far ahead from SMS. Authors said 3G
and 4G provides number of services like Location based service, Geo-Fencing (Virtual field that triggers mobile
marketing message), Customized coupons, Mobile Website, TV on Mobile, MMS which are very useful for
Mobile Marketing. Ashish Das and Sukesh Kumar (2011) Authors estimated the price and income elasticity of
demand for mobile usage of rural subscribers. Further they attempted to understand and analyzed the factors
affecting choice of mobile service providers and mobile subscriptions. Authors highlighted various factors
affecting choice of mobile service providers as Network Coverage, Good customer care facility, Good brand
image, Easy availability of recharge facility, Attractive plans. Shirshendu Ganguly (2008) Author aimed at
exploring the drivers of customer satisfaction among the Indian cellular service users. Author highlighted that
the reliability, rational quality and competitiveness of service providers are driving all facets of customer
satisfaction more than network quality, market reputation or convenience. When it comes to satisfaction from
usage of the services competitiveness is the most important driver of satisfaction followed by reliability and
convenience of service are the least important factor. Muhammad Mohsin Butt & Ernest Cyril de Run
(2009) Authors Mentioned that measuring customer satisfaction is one of the key steps in improving service
quality and retaining customers in cellular telecom industry. The study demonstrates that there are a few factors
that affect satisfaction of cellular phone users. Price and network coverage are the two most important
components contributing to the customer satisfaction. The service providers must realize that apart from
competitive pricing, they should vigilantly monitor the service delivery in terms of signal quality & network
coverage.
RESEARCH METHODOLOGY
Descriptive Research is used in this research. The reason for choosing descriptive research design is that
to describe characteristics of a population or phenomenon being studied and it will access to get knowledge
about phenomena by asking why, when, how, where, what. 100 Respondents was taken as the sample size for
the study. Random Sampling Method is used which is a part of non-probability sampling method. Primary data
were collected from the respondents through structured questionnaire and personal interview. Simple percentage
analysis is used to analyze and interpret the data.

ANALYSIS AND INTERPRETATION

Mobile Network used by the customers

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Dr. S. Franklin John et. al., Journal of Management Research and Analysis (JMRA)
Available online at http://jmraonline.com
ISSN: 2394-2770, Impact Factor: 4.878, Volume 05 Issue 01, March 2018, Pages: 305-309

Frequency Percent Valid Percent Cumulative Percent

Valid Airtel 16 16.0 16.0 16.0
Vodafone 5 5.0 5.0 21.0
Bsnl 1 1.0 1.0 22.0
Idea 26 26.0 26.0 48.0
Reliance Jio 52 52.0 52.0 100.0
Total 100 100.0 100.0
Interpretation: from the above analysis it is inferred that 52% of the customers are using Reliance Jio 26%
Idea, 16% Airtel, 5% Vodafone and 1% BSNL.
Use of internet
Frequency Percent Valid Percent Cumulative Percent
Valid Work 21 21.0 21.0 21.0
Social Networking 42 42.0 42.0 66.0
Surfing Web 11 11.0 11.0 77.0
Study Purpose 14 14.0 14.0 91.0
Other 9 9.0 9.0 100.0
Total 100 100.0 100.0
Interpretation: from the above analysis it is inferred that 42% of respondents using internet for social
networking, 21% for work, 14% for study purpose, 11% for surfing web and 9% for other purposes.
Factors influence the preference of Brand
Frequency Percent Valid Percent Cumulative Percent
Valid Cost 33 33.0 33.0 33.0
Speed 22 22.0 22.0 55.0
Network Coverage 11 11.0 11.0 66.0
Offers 23 23.0 23.0 89.0
Others 11 11.0 11.0 100.0
Total 100 100.0 100.0
Interpretation: from the above analysis it is inferred that 33% of the respondents prefer the brand of 4G
network based on cost, 23% for offers, 22% for speed and 11% for network coverage and other factors.
Type of tariff plan influence the customers
Frequency Percent Valid Percent Cumulative Percent
Valid Free Usage 34 34.0 34.0 34.0
Usage Tariff 8 8.0 8.0 42.0
Fixed Tariff 10 10.0 10.0 52.0
Fixed Tariff plus
47 47.0 47.0 99.0
Usage Tariff
Other 1 1.0 1.0 100.0
Total 100 100.0 100.0
Interpretation: from the above analysis it is inferred that 34% of the respondents prefer free usage tariff, 47%
prefer fixed plus usage tariff, 10% prefer fixed tariff, 8% prefer usage tariff and 1% prefer other tariff plans.
Are you satisfied with the prevailing 4G Network
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 84 84.0 84.0 84.0
No 16 16.0 16.0 100.0
Total 100 100.0 100.0

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Dr. S. Franklin John et. al., Journal of Management Research and Analysis (JMRA)
Available online at http://jmraonline.com
ISSN: 2394-2770, Impact Factor: 4.878, Volume 05 Issue 01, March 2018, Pages: 305-309

Interpretation: from the above analysis it is inferred that 84% of the respondents are satisfied and 16% are not
satisfied with prevailing 4G network.
CONCLUSION
The overall study reveals customers are satisfied with the present operator. However they feel as the
operator increases the customer base their speed of data exchange is getting reduce drastically and they feel due
to lot of social media usage has brought down the battery life of the mobile phone. Between some selected
networks, number of call drops very high frequently. So it is better that the operators or service providers to
install more towers in the location depends on the traffic density. On the whole, one thing was evident; the tariff
is no longer being a factor affecting customer satisfaction. Because of the hectic competition, all the service
providers are providing more applications in a very affordable price. It is a welcome move in Indian telecom
sector.

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Dr. S. Franklin John et. al., Journal of Management Research and Analysis (JMRA)
Available online at http://jmraonline.com
ISSN: 2394-2770, Impact Factor: 4.878, Volume 05 Issue 01, March 2018, Pages: 305-309

 Cacioppo, Kevin, 2000*10 “Customer satisfaction is the state of mind that customers have about a company
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 Valarie A. Zeithaml and Mary Jo Bitner,2004 , Customer Satisfaction is customer’s evaluation
 Shirshendu Ganguly (2008), Drivers of Customer Satisfaction in the Indian Cellular Services Market,
Icfaian Journal of Management Research, Volume VII, Page No 51-69

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