Companies in today's cutthroat telecom industry are finding that customer satisfaction is the key to staying ahead of the competition. Telecom companies need to change the way they handle customer care if they want to keep up with the rising expectations of their customers and keep them as loyal customers for the long haul. A quantitative investigation that collects and compares the customer satisfaction levels of Reliance Jio users and BSNL users for four different locales in Madhya Pradesh (i.e., Bhopal, Indore, Jabalpur, Gwalior). The research method involved the collection of primary data using a structured self-completed questionnaire from 500 respondents equally divided between Reliance Jio and BSNL user groups. A multi-stage stratified random sampling technique was used to ensure that the population was adequately represented. For the data analysis, MS-Excel and SPSS were used to complete percentage analysis; Cronbach's Alpha; KMO and Bartlett's test; independent t-test; and Chi-square test. Generally, it is concluded that Reliance Jio customers were significantly more satisfied than BSNL customers, while they were mot significantly different in rankings on the variables of overall service quality, pricing, network coverage and digital experience offered by Reliance Jio and BSNL for their users; while statistically significant level of satisfaction with customer support provided by Reliance Jio and BSNL respectively.
Bhadoriya et al. (Fri,) studied this question.
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