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Impact of Customer Service on customers in the Telecom Industry in the last 10 years (MBA Marketing)
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| MBA Project ID: |
692 |
| MBA Project Name: |
Impact of Customer Service on customers in the Telecom Industry in the last 10 years (MBA Marketing) |
| MBA Category: |
MBA Marketing |
Project Abstract:
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This study investigates the impact of customer service on customer satisfaction and loyalty in the telecom industry over the past decade, using a blend of primary and secondary data. The primary data was collected through a structured survey of 100 respondents, while secondary data was obtained from TRAI reports, industry analyses, and research publications. The study evaluates key parameters such as service responsiveness, problem resolution, billing transparency, network reliability, and customer care accessibility. Findings reveal that 78% of respondents consider customer service a major factor influencing their continued association with a telecom brand. The evolution of customer service—from traditional call centers to AI chatbots, mobile apps, and digital grievance systems—has significantly enhanced user convenience and engagement. However, persistent issues like delayed complaint resolution and inconsistent support quality remain areas of concern. Overall, the study concludes that efficient and empathetic customer service directly strengthens brand trust, retention, and customer loyalty in the telecom sector.
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| Project Report: |
65 Pages |
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