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Volume : III, Issue : V, June - 2013 AN EMPIRICALANALYSIS ON MEASURING CUSTOMER SATISFACTIONAND BEHAVIORAL INTENTION TOWARDS MOBILE PHONE SERVICE PROVIDERS S.SAKTHIVALRANI AND S.KANNAN DOI : 10.9780/22307850, Published By : Laxmi Book Publication Abstract : This study aims to measure the customer satisfaction and behavioral intention
towards the mobile phone network service providers. Measurement of customer
satisfaction level of the customers is the direct result obtained from the customer after
availing the service by the consumer. This study helps the service provider to assess the
performance of their marketing strategy and to understand in a better way the
relationship between the customer's satiusfaction and Behavioral intention. This survey
was done in Tirunelveli District from 200 respondents. A well structured questionnaire
was used to collect the primary data from the respondents. The data was processed using
computer aided tools such as SPSS frequency tables. The tools used to analyze were data
Chi-square, multiple correspondence analysis and descriptive statistics. In this study the
researcher has analyzed the opinion of the customers over the attributes offered to them
and the customer's motive after consuming the service. Keywords : Article : Cite This Article : S.SAKTHIVALRANI AND S.KANNAN, (2013). AN EMPIRICALANALYSIS ON MEASURING CUSTOMER SATISFACTIONAND BEHAVIORAL INTENTION TOWARDS MOBILE PHONE SERVICE PROVIDERS. Indian Streams Research Journal, Vol. III, Issue. V, DOI : 10.9780/22307850, http://oldisrj.lbp.world/UploadedData/2452.pdf References : - .Aamir, M., Ikram, W., & Zaman, K. (2010). Customers' Switching in Mobile Phone Service Providers in Pakistan, 1(1), 34–40.
- Adeleke, A. (2012). The Determinants of Customer Loyalty in Nigeria's GSM Market, 3(14), 209–222.
- Armstrong, G. & Kotler, P. (seventh edn.) 1996. Principles of Marketing. India: Prentice Hall.
- .Jena, S. K. (2012). Customer Satisfaction And Brand Loyalty In Cellualr Services? : AStudy On Users Of Mobile Phone, (1), 63–78.
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