Customer satisfaction in telecom industry after Mobile Number Portability
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Date
2011-12
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Abstract
Mobile Number Portability was introduced by Pakistan Telecommunication Authority in Pakistan with multibenefits,
which was supposed to provide the flexibility and freedom to subscribers. This is an exploratory
research in which the satisfaction level of the customers is analyzed and the data is collected from those mobile
users who have been from the process of MNP. Variables of the study includes price, call clarity, user
friendliness, value added services, support services and customer complaints. The findings can be useful for
regulatory authority, mobile operators; for streaming the process to have the loyalty which leads to higher
profits and it also can be generalized to the other industry having same tough competition.
Description
Keywords
Mobile Phone, Loyalty, Telecommunication, Customer Satisfaction
Citation
INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS COPY RIGHT © 2011 Institute of Interdisciplinary Business Research, 3(8), 840-846