Factors Influencing Customers' Satisfaction On Bangladeshi Telecommunication Service Providers

Abstract

In the twenty-first century telecommunication, services have become a basic requirement for every individual and organization. This industry transforms human life significantly. The telecommunication industry provides ease in human communication. Hence, satisfying customers becomes the paramount concern for every telecom service provider across the world. Despite having an enormous amount of research in customer satisfaction, very few researchers have empirically examined important determinants for customers’ satisfaction emphasizing on telecommunication industry. Hence, this study tries to investigate crucial important factors for customers’ satisfaction focusing on Bangladeshi telecommunication industry. By giving one-month extensive effort, this study managed to <span class="highlighter highlight-on">obtain</span> 1562 respondents from six different states in Bangladesh. Regression results revealed very interesting findings by falsifying the importance of quality in the telecom industry. Results evident from the results that price and brand image are the two most important factors in the telecom industry to satisfy customers. This study is one of the few that identifies that quality is not important for satisfying customers, which can provide a new, thoughtful idea for telecom managers.