An Analytical study on Service quality and customer loyalty vs. customer satisfaction with reference to telecommunications services in Nashik City

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Dr. Amita U Gupta


Telecom industry is one of the most rapidly growing businesses in the world. Presently, India is the second worlds largest telecommunication market. Objective of this paper is to critically examine whether service quality and customer loyalty effect customer satisfaction in Nashik city situated in Maharashtra, India. Descriptive design was used to investigate the association between service quality and customer loyalty (independent variables) towards customers satisfaction (dependent variable). Survey was used for data collection from 530 customers from telecom sector in Nashik city. Data analysis was carried out with the use of SPSS version 20. The findings showed a significant positive relationship between service quality and customer loyalty towards the customer satisfaction. The study will prove useful for academic researchers, managers and practitioners related to telecom companies.

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