International Journal of Management (IJM)

Source ID:00000011
Volume 11, Issue 8,August 2020, Pages 1829-1850, Page Count - 22

CUSTOMER SATISFACTION FROM SERVICE ASPECTS OF RELIANCE JIO: A COMPARATIVE STUDY FOR PRE AND POST PRICE HIKE PERIOD

Himani Upreti (1) Rupa Khanna Malhotra (2) Mohit Kumar Ojha (3) Aishik Garg (4) Kamal Pant (5)

(1) Assistant Professor, Department of Commerce, Graphic Era (Deemed to be University), Dehradun, Uttarakhand, India.
(2) Professor, Department of Commerce, Graphic Era (Deemed to be University), Dehradun, Uttarakhand, India.
(3) Associate Professor, Department of Commerce, Graphic Era (Deemed to be University), Dehradun, Uttarakhand, India.
(4) B. Com (Hon’s), Department of Commerce, Graphic Era (Deemed to be University), Dehradun, Uttarakhand, India.
(5) Associate Professor, Department of Commerce, Graphic Era (Deemed to be University), Dehradun, Uttarakhand, India.

Manuscript ID:- 00000-06058
Access Type : Open Access
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Cite this article:Himani Upreti,Rupa Khanna Malhotra,Mohit Kumar Ojha,Aishik Garg,Kamal Pant,  Customer Satisfaction From Service Aspects Of Reliance Jio: A Comparative Study For Pre And Post Price Hike Period, International Journal of Management(IJM), 2020, 11(8), PP.1829-1850

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Abstract

Streamlined telecommunication holds the power of removing innumerable constraints and can bring skyscraping satisfaction to its users through its effective services. However the sudden hike in the tariffs by the telecomm service providers has resulted into the need of evaluating the satisfaction level of customers with reference to different services provided by the topnotch Indian telecom company Reliance Jio Infocomm. Paired sample t-test is applied to rate the satisfaction level of customers for different service quality parameters for both pre and post price hike period of Reliance Jio. A total of nine service quality aspects have been identified to measure difference in satisfaction level for pre and post price hike period out of which 8 aspects depicted significant difference. Exploratory Factor Analysis (EFA) has been adopted for proposing a model for assessing customers' preference for choosing Reliance Jio and to measure their satisfaction level out of its services. Further, to test the reliability and validity of the model resulted from EFA, Cronbach alpha is used for establishing reliability of the scale, while, Average Variance Extracted (AVE) and Scale Composite Reliability (SCR) are applied for establishing convergent validity of the scale. For establishing discriminant validity, square root of AVE and inter-construct correlation coefficient analysis is used. As an outcome of the study a validated model is developed which can be used by the decision makers while formulating strategies leading to customer satisfaction.
Author Keywords
Telecomm Reliance Jio Customer satisfaction Pre price hike period Post price hike period


ISSN Print: 0976-6502 ISSN Online: 0976-6510
Source Type: Journals Document Type: Journal Article
Publication Language: English DOI: 10.34218/IJM.11.8.2020.162
Abbreviated Journal Title: IJM Access Type: Open Access
Publisher Name: IAEME Publication Resource Licence: CC BY-NC
Major Subject:Social Sciences and Humanities Subject Area classification: Business, Management and Accounting
Subject area: Strategy and Management Source: SCOPEDATABASE

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