Title: An empirical study on customer satisfaction in the telecommunication industry

Authors: Nirmal Chandra Roy; Dhanonjoy Kumar; Norhayah Zulkifli

Addresses: Department of Business Administration (Human Resource), The University of Burdwan, West Bengal, India ' Department of Management, Islamic University, Kushtia, Bangladesh ' Department of Accounting, Finance and Muamalat, Faculty of Business and Accountancy (FBA), University of Selangor (UNISEL), Malaysia

Abstract: The focal objectives of this study are to find out the level of customer satisfaction in the telecommunication sector, to determine the variables influencing mobile subscribers' choice of mobile networks, and to assist the marketers on their effective policy formulations. To achieve these objectives, primary and secondary data have been used. For the purpose of the study, 400 respondents have been selected. Primary data has been gathered through structured questionnaire. The goals of the study have been met through the use of statistical methods such as descriptive statistics, reliability analysis, validity analysis, cross loadings, collinearity statistics (VIF), and hypothesis testing. According to the survey, elderly and uneducated people do not care about service choices, costs, or internet accessibility. They simply take into account quality talk time and network services. However, young individuals and educated people alike pay close attention to talk time, network, service quality, internet features, and product offers. The study also showed that organisational effectiveness and competency had little bearing on customer satisfaction.

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

DOI: 10.1504/IJBEM.2026.150246

International Journal of Business and Emerging Markets, 2026 Vol.18 No.1, pp.87 - 104

Accepted: 03 Jun 2023
Published online: 05 Dec 2025 *

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