Customer Satisfaction in Telecommunication

Customer Satisfaction in Telecommunication

Introduction

When customers purchase a product or service, they expect a certain experience. In general, this experience is presumed to be positive in nature. The customer expectations compared to the outcome (product or service) is how customers evaluate their satisfaction with the experience. This satisfaction is often called overall customer satisfaction, and can be determined through one transaction experience, or over a series of transactions. Since customer satisfaction is determined by met expectations, if a customer has expectations that are not fulfilled, he or she is likely to have a poor level of satisfaction. Positive customer satisfaction is essential in creating long-term relationships with customers and building brand loyalty (Novianti, 2008).

Factors Affect Telecom satisfaction

Telecom is the abbreviation for the term describes telecommunication technology to communicate with each other over long distances. Some examples of telecom devices are telephones, televisions and radios. Factors affecting the telecom customer satisfaction are the service levels, rates, availability of bonus features and customer service. Like many technology industries, the telecommunications industry develops rapidly, so that many consumers appreciate the providers of telecommunications services that can use new cutting edge features and receive updates of prices. Industry professionals often develop marketing strategies, pricing and customer service models based on results of customer satisfaction of telecom. For example, a professional in the telecommunications industry to offer customers the option to participate in customer satisfaction surveys after completion of telephone sessions with representatives. Results of these studies may help management professionals to determine which products and services are more successful. Telecom Customer satisfaction can also be measured by observing customer buying patterns. If a large number of customers, for example, cancelling a cell phone plan after one year, practitioners may consider this plan to find out why customers apparently are not satisfied. When it comes to customer satisfaction of telecom, the level of service is an important factor. A cell phone user who believes he or she can only get 70 percent of service time is likely to become dissatisfied with their service. In fact, people often buy new telecommunication devices in which the issue of service levels is one of his major concerns. As in any industry, rates and prices often help determine customer satisfaction. Consumers want to pay lower rates for the best service possible. As a result, many consumers prefer to use services that charge fees and have believed average positive reputation. Rates and prices are commonly thought that way when similar to those are offered by other major manufacturers or suppliers. Strong customer service can affect customer satisfaction telecom. Regardless of how reliable telecommunications service is an individual, he or she probably is at one time or another he or she should contact the service representatives about problems or questions. When consumers are anxious or upset because their telecom devices do not work properly, usually wish to contact representatives who understand why they are concerned and assure that they can solve problems. Typically, clients value clear and concise answers ...