Mobile Services From Customer Perceptive

ISBN-13: 9783659975172 / Angielski / Miękka / 2016 / 264 str.

Aruna Deoskar

Opis

This study compares the performance of main network service providers on various parameters which helps service providers to identify areas of improvements & gives customers some concrete basis to make a choice. The scope of this research is limited to Pune & Pimpri chinchwad geographical limit. The research confines the study of mobile services from customer's Perspective among subscribers covering six mobile service providers. The service parameters covered under study are : Network Coverage, Billing Services, Customer Care, Call drop & Value Added Services. Researcher has prepared the quality metrics using basic service quality parameters considered under study. The ratings as given by customer shows that, Service providers have to do a lot to satisfy the customer and to meet the benchmarks as set by Telecom Regulatory Authority of India. Researcher has suggested a model which indicates the incorporation of the user perception & user expectations in their decision making for delivering the quality services. Perceptions are related to expectations, are dynamic and change over time. Service provider should consider the user expectations & perceptions.

O autorze

Dr. Aruna Deoskar is Principal at ATSS CBSCA College. She is MCA (goldmedalist) from MANIT, Bhopal, has done Ph.D. from SP Pune University. She has written many Papers and has attended Conferences at National and International level. She was conferred "Best Professor Award" at Global level in 2012 by ASDF. Innovation in teaching is her passion.