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Effective Customer Satisfaction Factors of Fixed Broadband Service Providers in India


Affiliations
1 Department of International Business, School of Management, Pondicherry University, India
     

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BACKGROUND: It’s stated by the ITU broadband report 2012 that only the country which adopts the upcoming broadband technology can be linked with the globe. If not it will be isolated. AIM: To determine the effect of network, service and price characteristics on customer satisfaction of the fixed broadband service offered by the service providers.

METHODOLOGY: Sampling technique is convenience sampling. Region of study is Pondicherry. Descriptive statistics, Factor analysis, Regression tools are used for the study.

RESULTS/FINDINGS: Sample respondents’responses of demographic items are identified. The data reduction analysis has reduced the items into two factors. Network and service characteristics have greater effect on the predictor variable customer satisfaction.

CONCLUSIONS: The service providers have to concentrate on the price characteristics which act as one of the key tool in retaining the customers in this tough competitive environment.


Keywords

Broadband, Customer Satisfaction, Network, Technology.
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  • Effective Customer Satisfaction Factors of Fixed Broadband Service Providers in India

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Authors

S. Rajeswari
Department of International Business, School of Management, Pondicherry University, India
Y. Srinivasulu
Department of International Business, School of Management, Pondicherry University, India

Abstract


BACKGROUND: It’s stated by the ITU broadband report 2012 that only the country which adopts the upcoming broadband technology can be linked with the globe. If not it will be isolated. AIM: To determine the effect of network, service and price characteristics on customer satisfaction of the fixed broadband service offered by the service providers.

METHODOLOGY: Sampling technique is convenience sampling. Region of study is Pondicherry. Descriptive statistics, Factor analysis, Regression tools are used for the study.

RESULTS/FINDINGS: Sample respondents’responses of demographic items are identified. The data reduction analysis has reduced the items into two factors. Network and service characteristics have greater effect on the predictor variable customer satisfaction.

CONCLUSIONS: The service providers have to concentrate on the price characteristics which act as one of the key tool in retaining the customers in this tough competitive environment.


Keywords


Broadband, Customer Satisfaction, Network, Technology.

References