CUSTOMER SATISFACTION Airtel GSM

Abstract: Customer satisfaction is the main function of performance and expectation. Customer
purchasing behavior and his attitude towards the product can be well know through the
interaction with the retailers as he is the only person who receives the impulses of both positive
and negative responses. Customer satisfaction is the customer’s perception that a vendor has to
meet his expectation fully, efficiently and promptly. Customer satisfaction is to be often
measured analysis and promotion of this to be done; this indicates the level of satisfaction of the
customer. Marketing strategies of company are to be reviewed and renewed, as this influence a
lot on the satisfaction levels of customer. A several factors play a major role that ultimately
effects the customer satisfaction. A client is an individual or business that buys the products or
administrations created by a business. Drawing in clients is the essential objective of most open
confronting organizations since it is the client who provokes interest in labor and products.
Consumer loyalty is a term as often as possible utilized in advertising. It is a proportion of how
items and administrations provided by an organization meteor outperform client assumptions.
Consumer loyalty is characterized as “the number of clients, or level of absolute clients, whose
detailed involvement in a firm, its items, or its administrations (appraisals) exceeds specified
satisfaction goals. The objective of the study is to analyze the customer Needs and satisfaction
towards Airtel. This study helps in knowing the level of preference and satisfaction of the
customer towards Airtel. The primary data and secondary data were used in the whole project.
Data has been collected through questionnaire.
REVIEW OF LITERATURE
INTRODUCTION
1. Assaari and Karia: (2000) in their
If all else fails, the term client dedication paper titled, “Churn Management towards
depicts how the associations or delayed Customer Satisfaction; A Case of telecom
consequences of affiliation are seen by operations in Malaysia” have viewed that
clients - for example, their energetic customer satisfaction and customer service
viewpoint on a thing or brand. Buyer have been critical factors of the telecom
commitment is possibly the essential part industry. Telecom service providers need to
of the money-related achievement of an ensure about the technology that provides
affiliation. Accordingly, it ought to be customer service best in the industry. It is
checked dependably how fulfilled clients stated that investment in people and in
of a brand are. Basically, individuals who technology helps in providing best customer
know the notions for an objective party service for today and for the future. One
and regardless of whether these common ground that most carriers and
assumptions are being met can fulfill customers agree on is that well customer
their clients and hold them in the end. In service can have a key impact on how a
like manner, consumer loyalty is an customer views firm services and company.
immense basic for client dependability.
There is no commonly genuine
significance of the explanation "client 2. Bepko: (2000) in his article entitled,
dependability". In the piece, it is a “Service Intangibility and Its Impact on
normal ward on the Consumer Expectations of Service Quality”
affirmation/disconfirmation point of has pointed out that among the areas which
view, a make from the social need to be addressed in service quality
examination. It imparts that clients have research is the nature of consumer
particular assumptions for stock, and expectations across the range of intangibility.
their fulfillment relies overall on whether Previous research has compared consumers
these doubts are met. The C/D-point of service quality expectations across services,
view incorporates two segments, the but different groups of subjects have been
veritable part, and the objective section. evaluated for each different service. The
The objective bit mirrors the notions for problem of using different subjects for each
a client. service is that the subjects‟ demographic
characteristics may be responsible for the
 significant differences in expectations of
quality. The paper has used a controlled and
repeated measure of design, where subjects
have been asked to evaluate three services,
varying in their degree of intangibility.

3. Carsten Fink, Aaditya Motto and

Randeep Rathindran (2001) in their study
titled, “Liberalizing Basic
Telecommunications: The Asian Experience”
have found that despite the move away from
traditional public monopolies, most Asian
governments are still unwilling to allow
unrestricted entry, eliminate limits on private
and foreign ownership, and establish strong
independent regulators. A comprehensive
reform including privatization, competition
and regulation has been implemented and
there are significantly higher levels of main
line availability, service quality and labor
productivity.
4. David M. Szymanski and David H.
Henard (2001) in their study titled, “The New
Marketing Developing Long-term Interactive
Relationships” have said that the growing
number of academic studies on customer
satisfaction and the mixed findings they report
complicate the efforts among managers and
academics to identify the antecedents to, and
outcomes of businesses having more against
less-satisfied customers. These mixed findings
and the growing emphasis by managers on
having satisfied customers point to the value
of empirically synthesizing the evidence on
customer satisfaction to assess current
knowledge. To achieve this aim, the authors
conducted ameta-analysis of the reported
findings on customer satisfaction. They have
documented that equity and disconfirmation
are most strongly related to customer
satisfaction on average.
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