Quality of Service and its impact on Customer Satisfaction in the Telecom sector

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The highest number of respondent we could find was for the Hutch Operator with 22 respondents followed by Airtel with 18 and rest of the operators BSNL, Spice, Reliance and Tata Indicom 15 each.

• The total numbers of post-paid respondents were 33 and a pre-paid respondent was 67. • Major number of respondents i.e. 49 % of them fall in the category of 2-4 hours of duration of usage. This is followed by low usage category who use less than 1 hour which is 27% of total respondents. 16% of the respondents fall in the category of users who use for 1-2 hours and rest of the 8% of respondents come under the last category of user who use more than 4 hours in a day. • We have shown the importance of seven attributes network, plans, easy recharge, additional offers, caller tunes, coverage and roaming facility as ranked by the respondents.


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