Analysis of Perceptions of Customers of Cellular Phone Users in India: Study with Prepaid Service Customers and Post Paid Customers Demographic Factors

Abstract

The primary objective of the study is to find out and analyze the customer perceptions on cellular phone services in India. Cellular phones are become the part of the life and the various barriers in the obtaining and usage of cellular services are lack of awareness, cost factor, perceptions of the customers on cellular phones etc. In addition the service quality, customer care, market competition brings lot of instability and reliability of the services. In turn it makes further confusion among the users. It paves an opportunity of providing limited services in the selective areas. It leads to a wide gap in the service quality and reliability between the urban and semi urban areas. It gives an opportunity to the researcher to survey on the facts and perceptions of the cellular phone users to find out the real situation and to suggest appropriate suggestions to overcome the issues in the market expansion and to improve the service quality of the cellular phone services in the sample area. To do this, the researcher selects a comparative approach. The data is collected by preparing a structured questionnaire and collected from the cellular phone users in the sample area. The study centered, in comparing the customers perceptions towards cellular phone services provided by the different operators in the states of India. The customers are from both urban and semi-urban places of India. In addition, customers were also classified on the basis of the type of services usage (i.e., post paid or pre paid). The basic parameters used for the purpose of comparing their perceptions are purpose of usage. The study has taken the demographic factors of respondents for analysis.