Perceptual Analysis of customers of all GSM Telecom operators

Abstract

The communication become very faster day by day by mobile phones, internet and media channels etc in these days one of them is a growth of telecom industry. Today many organizations provide services for the telecom sector.

The aim of the study is to explore and analyze critically the customer preferences and their satisfaction level in telecom sector as well as to see the productivity of the different operators in telecom sector and to study either the customers are perceiving the services according to their expectations.

Currently in Pakistan five cellular companies are working including Mobilink, Telenor, Warid, Ufone, Zong and one fixed line company with 95.4 million consumers and to which 2.7 million will be added per month. A major process of transformation took place in the development of telecom sector in terms of growth of cellular subscribers in last decade. This will expect to continue at the same speed. The study aims to analyze that with the increase in competition in telecom market the higher level of satisfaction with affordable price and improved quality of service with reliable network achieved or not.

This study will also help to analyze that either service providers are paying concentration on quality of service and become more responsive and to the customer needs and their preferences in terms of value added services, price, network, customer services and availability due to increased competition.