An exploratory study on determinants of customer satisfaction of leading mobile network providers – case of Kolkata, India

Abstract

Purpose: – The study is designed to explore the drivers of customer satisfaction of leading mobile network providers in a high‐growth market like Kolkata a metropolitan city in India.

Design/methodology: – A framework was developed based on earlier study of eminent researchers pertinent to customer satisfaction of mobile network providers in Germany, France, Korea, Canada, the USA and Greece. The construct flexibility was considered as a new determinant for customer satisfaction. For this data were collected from 277 respondents and pertinent analysis were made using multivariate techniques.

Findings: – The study finds that generic requirements, price, and flexibility are major drivers of customer satisfaction of mobile network providers and brand wise relevance of these key determinants.

Research limitations/implications: – The fixed line telephone directory was the sampling frame, and all the respondents considered in the survey had a fixed line but there are situations where customer subscribes only to mobile phones. It is also necessary to study other metropolitan cities of India to validate the results we have obtained for Kolkata. Originality/value – The current research has taken into account new driver of customer satisfaction in a high‐growth market and this is the first study on drivers of customer satisfaction of leading mobile network providers in the city of Kolkata, India.