Study on customers´ attitude & expectations towards various broadband service providers with reference to BSNL

Author

Renganathan, R.

Author_Institution

Sch. of Manage., SASTRA Univ., Thanjavur, India

fYear

2012

fDate

17-18 Aug. 2012

Firstpage

51

Lastpage

57

Abstract

Customers´ attitude and their opinion about various aspects of the broadband service providers are analyzed in this study. Understanding the expectations of the customer is very vital for the growth and survival of any organization. The findings of the research showed that BSNL has to concentrate on various aspects like customer care, time taken for installation, time taken to resolve the customer problems, avoiding connection failure especially during evening time and to simplify the procedure for customer access to the customer care service.

Keywords

customer satisfaction; customer services; service industries; telecommunication industry; telecommunication services; BSNL; broadband service providers; connection failure avoidance; customer access; customer attitude; customer care service; customer expectations; customer problems; organization growth; organization survival; Broadband communication; Customer satisfaction; Decision making; Educational institutions; Government; Switches; Broadband service; attitude; buyer behavior; expectations;

fLanguage

English

Publisher

ieee

Conference_Titel

Management Issues in Emerging Economies (ICMIEE), Conference Proceedings of 2012 Intenrational Conference on

Conference_Location

Thanjavur, Tamilnadu

Print_ISBN

978-1-4673-2044-3

Type

conf

Filename

6316797