Title: Determinants of customer satisfaction in the Indian telecommunication industry: study in West Bengal and Assam Region in India

Authors: Nirmal Chandra Roy

Addresses: Department of Business Administration (Human Resource), The University of Burdwan, West Bengal, India

Abstract: In this article, an effort has been made to unveil the level of customer satisfaction and then to identify various factors in the telecommunication sector in West Bengal and Assam. For the purpose of this study, sample respondents have been chosen through stratified random sampling technique. A survey has been conducted on 377 sample respondents in West Bengal and Assam with the help of the structured questionnaire. The gathered primary data has been analysed with the help of SPSS and Smart PLS 3.2.3 technique. The study found that out of 377 sample respondents, 21 are very satisfied and 210 are satisfied only. Further, the study revealed that service of the organisation and price range of the organisation has positive impact on the customer satisfaction. Organisational competency and organisational efficiency of the organisation has no effect on customer satisfaction it in the telecommunication sector in West Bengal and Assam.

Keywords: service quality; organisational efficiency; customer satisfaction; organisational competency; India.

DOI: 10.1504/IJICBM.2022.127723

International Journal of Indian Culture and Business Management, 2022 Vol.27 No.4, pp.534 - 548

Received: 08 Jun 2021
Accepted: 20 Jul 2021

Published online: 15 Dec 2022 *

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