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AN EMPIRICAL STUDY ON CUSTOMER SATISFACTION TOWARDS CELLULAR SERVICE PROVIDERS IN BHOPAL CITY

AUTHORS:
Dr. Mahesh Dutta Mishra
Mentor
Dr. Ashok Kumar Rai , Dr. Amar Singh Rathore
Affiliation
LNCT, MBA, Bhopal
DOI: 10.55041/ijsmt.v2i3.147
CC BY 4.0 License:
This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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Abstract

This study examines client satisfaction towards cellular service providers with special reference to Bhopal megacity. The exploration adopts a descriptive and logical design and is grounded on primary data collected from 150 repliers through a structured questionnaire. The study analyzes crucial determinants of client satisfaction, including network quality, pricing, client service, brand image, and value- added services. The findings reveal that guests parade a moderate to high position of satisfaction, with pricing and brand image arising as the most influential factors. Network quality shows the strongest positive correlation with overall satisfaction, while client service remains an area taking enhancement. The study also identifies a significant relationship between age and satisfaction situations. The results punctuate the significance of delivering dependable network performance, competitive pricing, and effective client support. The study provides precious perceptivity for telecom drivers to enhance service quality and strengthen client connections in a competitive request terrain.

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PUBLICATION DETAILS
Review Type:
Double-Blind Peer Review
License:
CC BY-NC 4.0
Volume/Issue:
Volume 02, Issue 03
Review Rounds:
2
Article Type:
Research Article
Publication Date:
Mar 20 2026
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Mishra, M. D. (2026). An Empirical Study on Customer Satisfaction Towards Cellular Service Providers in Bhopal City. International Journal of Science, Strategic Management and Technology, 02(03). https://doi.org/10.55041/ijsmt.v2i3.147

Mishra, Mahesh. "An Empirical Study on Customer Satisfaction Towards Cellular Service Providers in Bhopal City." International Journal of Science, Strategic Management and Technology, vol. 02, no. 03, 2026, pp. . doi:https://doi.org/10.55041/ijsmt.v2i3.147.

Mishra, Mahesh. "An Empirical Study on Customer Satisfaction Towards Cellular Service Providers in Bhopal City." International Journal of Science, Strategic Management and Technology 02, no. 03 (2026). https://doi.org/https://doi.org/10.55041/ijsmt.v2i3.147.

References
1.Ahmed, S. (2014). Customers Expectation from Mobile Telecommunication Operators: Bangladesh Perspective. D.U. Journal of Marketing, 15.

2.Ali, J. F. (2010). Determinants of consumer retention in cellular industry in Pakistan. African Journal of Business Management, 4(12), 2402-2408.

3.Oliver, R. L. (1980). A cognitive model of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469.

4.Azam, Md. S. (2006). Customer’ Attitude towards Mobile Phone Services in Bangladesh. International Conference on Technology Management, 260-271.

5.Berger, J., Draganska, M., & Simonson, I. (2007). The influence of product variety on brand perception and choice. Marketing    Science, 26(4), 460-472

6.Chakraborty, S., & Sengupta, K. (2014). Structural equation modeling of determinants of customer satisfaction of mobile network providers:         Case of Kolkata, India. IIMB Management Review, 26(4),       234-248.

7.Chen, A. H., Zhang, H., Cai, W. Q., Lan, K., & Wang, H. L. (2011). The causes of customer satisfaction in telecommunication services: An empirical study. Proceedings of the 7th International Conference on Advanced Information Management and Service (ICIPM). Chen, A., Lu, Y., Gupta, S., & Qi, X. (2014). Can customer satisfaction and dissatisfaction coexist? An issue of telecommunication service in China. Journal of Information Technology, 29, 237-252.

8.Dirisu, J. I., Iyiola, O., & Ibidunni, O. S. (2013). Product differentiation: A tool of competitive advantage and optimal organizational performance (A study of Unilever Nigeria PLC). European Scientific Journal, 9(34), 258-281.

9.Herrmann, A., Xia, L., Monroe, K. B., & Huber, F. (2007). The influence of price fairness on consumer satisfaction: An empirical test in the context of automobile purchases. Journal of Product & Brand Management, 16(1), 49-58.

10.Khan, M. A. (2010). An empirical assessment of service quality of cellular mobile telephone operators in Pakistan. Asian Social Science, 6(10),       164.
Ethics and Compliance
✓ All ethical standards met
This article has undergone plagiarism screening and double-blind peer review. Editorial policies have been followed. Authors retain copyright under CC BY-NC 4.0 license. The research complies with ethical standards and institutional guidelines.
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