Commerce, Scott Christian College (Autonomous), Nagercoil for his. I express my sincere thanks to Manonmaniam Sundaranar

Transcription

1 Commerce, Scott Christian College (Autonomous), Nagercoil for his valuable guidance and suggestions. I express my sincere thanks to Manonmaniam Sundaranar University Library, Tirunelveli, Madurai Kamaraj University Library, Madurai, Centre for Development Studies Library, Trivandrum, Commerce Department Library and main library of Scott Christian College (Autonomous), Nagercoil. Finally I thank WIN-TECH COMPUTERS, Chettikulam, Nagercoil for the neat execution of the thesis. M. RASHEED iv

2 CONTENTS Chapter Content LIST OF TABLES vi I INTRODUCTION AND DESIGN OF THE STUDY 1 II CONCEPTUAL FRAME WORK 37 III THEORETICAL FRAME WORK OF THE STUDY 51 IV V VI VII CUSTOMER S PROFILE AND THEIR PREFERENCE ON THE SERVICE PROVIDER IN GSM MARKET SERVICE QUALITY OF THE SERVICE PROVIDERS AND CUSTOMERS SATISFACTION IN GSM MARKET SWITCHING BEHAVIOUR AND CUSTOMERS LOYALTY IN THE GSM MARKET SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION BIBLIOGRAPHY APPENDIX v

3 LIST OF TABLES Table Development jurisdiction of Kanyakumari district Block wise population detail in Kanniyakumari District Variables influencing to select cellular services Variables in service quality of the service provider in GSM market Variables related satisfaction towards the service providers Variables leading to switching Variables in customer loyalty World mobile cellular subscribers (Millions) ( ) Telecom indicators in the pre-liberalization and post-liberalization period Telecom sector milestones Telecom statistics Mobile substances as percentage of basic subscriptions India ( ) Cellular service providers and the technology used Status of various operators Status of various operators Mergers and acquisitions in the Indian cellular industry Market share and subscriber base of GSM service providers vi

4 Minutes of usage per subscriber per month for pre-paid and post-paid subscribers Proportion of outgoing minutes of usages in total traffic Outgoing minutes of usage for subscribers Revenue per subscriber for pre-paid and post-paid mobile services Revenue realized per minute of usage for pre-paid subscribers Revenue realized per minute of usage for post-paid subscribers Percentage of revenue from call charges Call revenue per subscriber per month Age among the Distribution of on the basis of services providers Gender among the Level of education among the Marital status among the Occupation among the Family size among the Personal income per month among the Number of earning members per family among the Family income among the 97 vii

5 4.11 Level of sociability among the Level of media exposure among the Level of innovativeness among the Level of scientific orientation among the Level of risk orientation among the Personality score (PSO) among the Number of mobile phones used at the household Brand of handset among the Purpose of using cell phone service Source of information about the service providers Variables influencing the choice of the present service provider Factors influencing to select the service provider in service in economy in coverage in schemes image Significant difference among the young and elder in GSM market regarding the factors viii

6 Significant difference among the of various service providers Association between profile of and their perception on factors leading to select service providers Mean score and discriminant factors leading to choose service provider among the in GSM and CDMA Relative contribution of discriminant factors in total discriminant score Variables in service quality of the service providers Service quality factors in GSM market basic services value added services factor Standardised factor loading of variables in customer care responsiveness assurance factor recharge factor Mean of perception and expectation on service quality factors among the young and elder Service quality gap among the in GSM Mean difference and discriminant power of service quality gap among young and elder in GSM market Relative contribution of service quality gap in total discriminant score Association between profile of and their service quality gap ix

7 Variables in overall attitude towards the service providers Mean score of the variables in overall attitude towards the service provide in overall attitude Overall attitude score among the Overall attitude score among the of various service providers Association between profile of and their OAS Expectation on SQFs among of various service providers Mean difference and discriminant power of SQFs among satisfies and disasters (Expectation) Relative contribution of discriminant SQFs in TQS SERVPERF Scale on SQFs among the Customers of various Service Providers Mean difference and discriminant power of SQFs satisfaction and dissatisfies (SERVPERF) scale Relative contribution of discriminant SQFs in Total Discriminant Score (TDS) Inter correlation between SQFs (Based on Perception Score) Impact of perception on service quality on overall attitude towards GSM market Impact of perception on service quality on overall attitude towards their service providers Distribution of on the basis of their switching behaviour Switching behaviour in near future 186 x