Measuring the Competitiveness Factors in Telecommunication Markets

Abstract

Telecommunication sector has emerged as the fastest growing tech market in the world. This chapter measures the competitiveness of factors in telecommunication markets and focuses on service quality and customer satisfaction in telecommunication markets. Moreover, this chapter is mainly descriptive in nature and, is conducted based on a mixture of primary and secondary data. It proposes an approach to develop the conceptual framework of service quality, competitive factors of customer satisfaction and loyalty in the telecommunication markets. It is also proved in the constructed model and hypotheses development on the six-independent competitive factors and those are value-added service (VAS), price and tariff, conveniences, customer care which has a positive significant influence on customer satisfaction, communication and coverage and sales promotion which has a negative influence on customer satisfaction in telecommunication markets. It emphases on emerging telecommunication markets where having seven features as emerge from the change in technology, change in Government law and regulation, change in value-added service, change in social media demand, change in sales promotion, change in user behaviour and change in market competition. A summary of the main findings of the study has been presented with addressing managerial implications and recommendations in telecommunication markets. The chapter can help researchers to generate new thoughts and service provider of telecommunication operators to retain the customer on the basis of findings.