Paradoxes of customer satisfaction in telecommunication industry in Goa, India

Autor:	J. Castanha, Ruey Feng Chen, Ling Chen Chang, Diksha Naik Gaonkar, Subhash Kizhakanveatil Bhaskaran Pillai
Rok vydání:	2021
Předmět:	business.industry media_common.quotation_subject language.human_language Exploratory factor analysis Education Indonesian Satisfaction level Management of Technology and Innovation language Quality (business) Customer satisfaction Business Telecommunications Mobile service media_common
Zdroj:	International Journal of Learning and Change. 13:264
ISSN:	1740-2883 1740-2875
DOI:	10.1504/ijlc.2021.115182
Popis:	Telecommunication industry in Goa is a classic example of customer dissatisfaction with respect to the services offered by the mobile service providers having little substantive supporting evidence. This study measures the satisfaction level among the customers of North and South Goa about the quality of services offered by the mobile service providers. Study was carried out using structured questionnaires among 193 telecom customers. Results revealed that only 'income' among all other demographic variables is significant with respect to North and South Goan customers. Exploratory factor analysis (EFA) identified seven motivational factors which influence the buying behaviour. Finally, importance-performance analysis (IPA) showed that overall dissatisfaction is high among customers which need to be rectified. Entrepreneurs from India may resort to re-learning the entrepreneurial characteristics being practiced by Indonesian entrepreneurs, namely the intention of having overall development by providing what is promised to the customers at an affordable price.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::0460ccb390d4c6c9f0f6e70fb29ed868 https://doi.org/10.1504/ijlc.2021.115182 Zobrazit plný text záznamu