THE STUDY OF CUSTOMER SWITCHING BEHAVIOUR - THE FACTORS AFECTING MOBILE USERS

This study shows the customer switching behavior among the Indian consumers and italso analyses the factors affecting the switching behavior. The major objectives of the study included the testing of the dissatisfaction level among customers in terms of various parameters and listing out the factors of dissatisfaction. The study was conducted taking responses from 200 respondents, and analysis was done on those responses. This study starts with a detailed introduction to the Telecom industry. The trends followed in the industry are carefully explained. The introduction of Mobile Number Portability has stressed the importance of satisfying the customer needs and has gained prominence in order to retain and bring in new customers. The factors which are promoting the dissatisfaction among the customers are also emphasized in this part of the study