Literature review on customer satisfaction in telecom sector


3. Research Aims and Objectives:

The qualitative research methods enable the research to determine the way to gain the insight from the research. Further it seeks the behaviour, value system, motivation, attitude and culture. A lot more approaches for example conducting primary research interviews, feedback, reports and other sources are searched out to get the right information.

According to Saunders et al , quantitative research methods enable the researcher to extract the information from the opinion of the target respondents and conducted a statistical analysis to test the opinion and develop the conclusion of the research. The quantitative data can be extracted using primary research, financial documents, ratio calculation for the purpose of understanding the company performance. It is essential to understand how company is developing the standards for resolving the customer issues for the increasing the loyalty and business profitability.

Therefore it is separate method of collecting the information apart from the qualitative analysis. Under the qualitative and quantitative research strategies, the following data collection methods will be utilized. According to Saunders et al , primary research for data collection is useful to collect the honest and real opinion to achieve the research objectives and draw the conclusion in more realistic way. In primary research, the researcher can collect the information through various methods such as surveys, interviews, observations.

Hence it is purely based on the field research. Since, the research focuses on the customer satisfaction which will be analyzed by collecting the opinion from large set of Vodafone customers. Hence the survey method is more useful to collect the information. Under the quantitative research strategy, a structured questionnaire will be utilized to collect the information towards the satisfaction of the customer towards the Vodafone services.

Interviews and observations are irrelevant in this research since it can be conducted only with smaller sample size which is irrelevant to draw the conclusion about the customer satisfaction with the Vodafone services. The survey will be conducted among large group of customers of Vodafone to measure their satisfaction level. Given below is the details of sampling method used and profile of the target respondents. Sampling is required to define the method of selecting and defining the sample of target respondent from the universe.

The research will use the random sampling method since the research is customer focused and large universe of customer available. The researcher therefore can identify the Vodafone customers only after proper screening. Simulation technique will be used to generate the random samples.

Random sampling enables the researcher to reach the right target respondents where the universe is large though the incidence is also high Banker and Morley, Since Vodafone is the largest provider of telecom services in UK, therefore the universe of people using Vodafone services will be very high. The following sample size will be used to collect the opinion of the customers towards satisfaction with the Vodafone services:.

Literature review on customer satisfaction in telecom industry - Google Документи

Target respondents will be consumers of age more than 18 years who are the Vodafone customers and must be using for Vodafone services for minimum last six months. According to Saunders et al , questionnaire is the best survey tool to collect the information. A researcher can use either the structured, semi structured or unstructured questionnaire. Structured questionnaire includes all close ended questions, semi structured questionnaire includes mix of close and open ended questions while unstructured questionnaire includes all open ended questions.

The unstructured questionnaire is more regarded as discussion guide.

Are satisfied long-term customers more profitable? Evidence from the telecommunication sector

The research strategy adopted by the researcher is mix of quantitative and qualitative research strategy. Primary research is used under the quantitative research methods, therefore the structured questionnaire will be utilised to collect the information. In addition to the primary research, secondary research will be conducted to collect the information from various secondary sources such as company website, news articles, research reports, blogs, academic journals and web articles.

Secondary data will be collected under the qualitative research strategy. Information collected through secondary research will used to develop the literature review in this research by reviewing the views from different authors in the context of customer satisfaction. Data analysis is the sensitive part of the research. Therefore it needs special emphasis while selecting the methods and tools for data analysis. The right selection of data analysis method enables the researcher to meet the desired level of outcome and achieve the research objective efficiently Bush et al, The data will be collected in the line of research aim and research objective.

Moreover the quantitative data will be analyzed using statistical tools such as regression analysis and measures of central tendency Bucklin, It is essential for the researcher to maintain the reliability and validity of the data to ensure that the conclusion drawn from the research is academically and ethically appropriate and should not be biased or skewed towards a particular variable. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website. See our User Agreement and Privacy Policy.

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European Online Journal of Natural and Social Sciences

Upcoming SlideShare. Like this document? Why not share! Embed Size px. Start on. Show related SlideShares at end. WordPress Shortcode. Ayush Tamrakar , Working Follow. Published in: Education. Full Name Comment goes here. Are you sure you want to Yes No. Alyssa Ewaram. Devi Rawat. Show More. No Downloads. Views Total views. Actions Shares. Embeds 0 No embeds. No notes for slide. It has not been previously submitted to any other university or any other examinations. I express my special gratitude to my academic supervisor, Mr.

Madhu Sudan Gautam. It was his encouragement, patience, and valuable feedback that enabled me to complete this work. I am also deeply indebted to my research supervisor, Ritesh Kumar Thakur. The support that he provided motivated me to think more broadly about the associated concepts and constructs, and helped expand my understanding of research as a discipline.

Invaluable discussions we held stimulated my enthusiasm and imagination in the research process. I would also like to give my sincere gratitude to Ms. Jashmina Pradhananga and all my friends and colleagues who supported me with the information required to complete this research effectively.


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Likewise, I thank all the respondents who filled in the survey, without which this research would be incomplete. This project would not have been possible without the kind support and help of many individuals. I would like to extend my sincere thanks to all of them.

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literature review on customer satisfaction in telecom sector Literature review on customer satisfaction in telecom sector
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