REVIEW OF LITERATURE

1. A STUDY ON CUSTOMER SATISFACTION TOWARDS 4G CONNECTIVITY BY

THE SERVICE PROVIDER WITH SPECIAL REFERENCE TO COIMBATORE CITY
Dr. S. Franklin John and Dr. Sheeja. R(2018)

The overall study reveals customers are satisfied with the present operator. However they feel as
the operator increases the customer base their speed of data exchange is getting reduce
drastically and they feel due to lot of social media usage has brought down the battery life of the
mobile phone. Between some selected networks, number of call drops very high frequently. So it
is better that the operators or service providers to install more towers in the location depends on
the traffic density. On the whole, one thing was evident; the tariff is no longer being a factor
affecting customer satisfaction. Because of the hectic competition, all the service providers are
providing more applications in a very affordable price. It is a welcome move in Indian telecom
sector.

2. A STUDY ON CUSTOMER PREFERENCE AND SATISFACTION TOWARDS CELL

PHONES SERVICE PROVIDERS IN TAMIL NADU Mrs. A. Rosithabanu , Dr. R.
Bharathi, Ms. V. Rajalakshmi(2017)

This study concludes that the mobile companies have introduced various advanced Services like
– voice mail, video calling, call forwarding etc. However, these services are rarely used by the
customers of different age, income, occupation and gender. Also, these services are rarely used
by the customers having mobile connection of different service providers and using pre-paid and
post-paid mobile connection. The companies need to find out the reasons for this phenomenon
and thereafter device appropriate pricing and promotional strategies to increase their usage rate.

3. A STUDY ON SERVICE QUALITY AND ITS IMPACT ON CUSTOMER’S

PREFERENCES AND SATISFACTION TOWARDS RELIANCE JIO IN TRICHY
REGION Kr Mahalaxmi, Suresh kumar n(2017)

This study is made in a particular geographical region. The result of this study reveals that the
people are aware of the tariffs/plans of JIO. Call dropping, Decreased internet speed, no network
coverage in rural areas were the causes for dissatisfaction in Reliance JIO. In spite of their
monthly income, the service provider provides equivalent tariffs to their customers. It is came to
know that from the study that their unlimited voice calls and high speed data connection has
convinced most of the respondents to prefer this network. But, in near future the competitors can
again fluctuate the market by proving competitive strategies to customers to defeat the
competition in the market. Initially JIO supports only the 4G Handsets, this reduces most of the
customers from 3G Handsets. If they announced their promotional offers with both 3G & 4G
Handsets their customer subscription rate would be higher. This study is made in a particular
region and the accurate results on the variables could not be able to obtain. There exists a future
scope for other service providers to penetrate into the current market scenario by more
innovative marketing strategies.

4. A STUDY ON CUSTOMER SATISFACTION WITH REFERENCE TO MOBILE

SERVICE PROVIDERS IN HYDERABAD (INDIA) Kobra Veisi and Muralidhar ,ISSN:
2231– 6345(2015)

The critical factors for mobile service providers are: Price, Service tariff, Making complaint to
company's service , Service attitude , Degree of understanding of service , Coverage rate of
business hall, Phone call quality , Charging level, Accurate and transparent billing , Network
signal , Quality of telecommunication, the possession of required skill and knowledge of
business, Feeling of charge of telecommunication.

5. CUSTOMER PERCEPTION TOWARDS MOBILE SERVICES – A CASE STUDY OF

BSNL IN BHAVANI TOWN Palaniappan ., Sengottaiyan .(2015)

It is noticed that the demographic variables occupational status, monthly income level has the
strongest factor with relate to the overall satisfaction level. So it is suggested while any changes
has been made in service and tariff plan which is to be considered for the existing customer
satisfaction. Most of the respondents are satisfied with the services provided by BSNL mobile
services; steps to be taken to retain the customer as well as the sources of awareness of mobile
service portability only by the word of mouth by the customer try to utilize these loyal customers
make the most satisfied.

6. A STUDY OF CUSTOMER SATISFACTION ON TELECOM SERVICE PROVIDERS

Dinesh kumar pandiya ,Dr brajesh kumar ,Mazahidul haque choudhury ,ISSN - 2250-1991
(2014)

The main aim of this paper was to probe the customers’ satisfaction on cellular services on the
basis of some fourteen such service counts that the cellular service providers offered to the
customers in the present market scenario. The study indicates that the customers have shown
their satisfaction on GPRS service (3.34), festival offer service (3.32), free roaming service
(3.29), validity service (3.21), bonus service (3.36) and online recharge service (4.5). However
the customers have reflected their dissatisfaction with the service quality of network (2.9),
customer care (2.94), SMS packs (2.74), free talk time (3.16), connection charges(3.71), Ease of
availability of the retailer selling recharge coupon (3.12), Ease of availability of retailers
transferring recharge voucher (3.06).
7. CONSUMERS PREFERENCE AND SATISFACTION TOWARDS MOBILE PHONE
BRANDS: A STUDY WITH REFERENCE TO CONSUMERS IN VIJAYAWADA. P.
Jagadeesh.(2013)

Studying preference and satisfaction is very complex, as consumer behavior, involves not only
the economic factors but also the emotional factors. Consumer’s preferences changes from time
to time basing on various factors. Even the satisfaction levels depend upon enormous factors.
Satisfaction is an issue which cannot be determined by the statistics, it is the thing that is related
to the feelings and expectations of human being. However, marketers need to study the consumer
behavior that helps them for better positioning of their products and develop effective marketing
strategies.

8. CUSTOMER SATISFACTION IN TELECOM INDUSTRY AFTER MOBILE

NUMBER PORTABILITY (MNP)Rafique ahmed khuhro(2011)

Customer supports are the mandatory for the service organization and in this study customers are
satisfied from the support services, touch points, speed of complaint processing, friendliness
while reporting complaints. Price which is understood very critical to measure the satisfaction
level, has been found significant with the customer satisfaction after MNP, it could be because of
customer has switched as per his/her need of pricing plans

9.CONSUMER PREFERENCES AND SATISFACTION TOWARDS VARIOUS MOBILE

PHONE SERVICE PROVIDERS AN EXPLORATORY STUDY IN JODHPUR CITY,
RAJASTHAN Prof. R.C.S. Rajpurohit, Dr. M.L. Vasita(2011)

The study in hand reveals that consumers prefer a particular mobile phone service provider on
the basis of call tariffs, network coverage and value added services. The consumers are highly
influenced by their family members, friends and advertisement while selecting or buying a
mobile phone service provider. It is concluded from the study that consumers prefer prepaid
plans and all most every consumer treat their mobile phone as a necessity. They generally use
their mobile phone for their personal use and for both incoming and outgoing calls. The study
reveals that BSNL is the most preferred mobile phone service providers among consumers
followed by Airtel and Vodafone.
10. CUSTOMERS ATTITUDE TOWARDS MOBILE PHONE NETWORKS SERVICE
PROVIDERS IN SALEM DISTRICT S. Gnanalakshmi

The study of the customer attitude towards mobile phone networks service providers in Salem
city. With special reference to reliance has brought to the surface in many areas where the
reliance plays a retail role, it has also revealed certain things which reliance can feel good.
Reliance has to mainly focus on improving its customer care, increasing its bill payment centers
and implementing verity of new attractive promotional campaigns to attract a huge crowd. The
network coverage, roaming and reliability of reliance have been the mantra of reliance jio
services apart from the pricing.