CUSTOMER EXPERIENCES TOWARDS TELECOM

OPERATORS ON “AIRTEL, JIO AND VODA”

INTRODUCTION
The best way to define customer experience is as the impression you leave with your
customer, resulting in how they think of your brand, across every stage of the customer
journey. Multiple touchpoints factor into the customer experience, and these touchpoints
occur on a cross-functional basis.
One of the keys to success in the modern telecommunications industry is to ensure seamless
and consistent customer experience across every touchpoint, and Rjio are adjusting to
address the challenges this presents.
 Fast response:
82% of consumers state that having issues resolved quickly is their top criterion for
superior customer experience.

AIRTEL
Bharti Airtel Limited is a leading global telecommunications company with operations in
17 countries across Asia and Africa. Headquartered in New Delhi, India, Bharti Airtel
ranks amongst the top 3 mobile service providers globally in terms of subscribers.
[capitalmarket.com] The company offers an integrated suite of telecom solutions to its
enterprise customers, in addition to providing long distance connectivity both nationally
and internationally.

RJIO
Reliance Jio is an entire ecosystem that allows Indians to live the digital life to the fullest.
This ecosystem consists of powerful broadband networks, useful applications, best-in-
class services and smart devices distributed to every doorstep in India. Jio’s media
offerings include the most comprehensive libraries and programmes of recorded and live
music, sports, live and catch up television, movies and events. Jio is about creating
connected intelligence for 6 billion global minds to unleash the power of a young nation.
[ibef.org]

VODAFONE IDEA LIMITED

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is
India's leading telecom service provider. The Company provides pan India Voice and
Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to
support the growing demand for data and voice, the company is committed to deliver
delightful customer experiences and contribute towards creating a truly 'Digital India' by
enabling millions of citizens to connect and build a better tomorrow.

REVIEW OF LITERATURE

Sharma and Gupta (2016), in her study “A study of mobile services from customer’s
perspective”, shows the spectacular revolution in information technology happened in
India which boosted telecom sector. The main objective is to study the impact of
customer service on customer experiences and to associate various factors like data
coverage, billing facilities with it.

Manchanda and Singh (2016), in his research investigated the customer experiences &
expectation towards a telecommunication company in West Midnapore which is a district
of West Bengal. A descriptive study was conducted to achieve the objectives. Results
reveal that the dimensions which influence the satisfaction level of customer’s are: Core
services (like good coverage, good connectivity and network quality) and call rate.
Hence, it has been recommended that telecom companies should focus on connectivity,
call rate, coverage and network quality.

Mallik et.al (2017), in their article titled “A study on customer experience towards
Vodafone special reference in Madurai city” determined the customer experience on
Vodafone service providers’ services in Pattikalyan district and to find out the consumer
mentality towards using the services. For distribution of questionnaire to the customer
convenience sampling method was used to select the customer and the survey was taken
among those selected users the respondent it was analyzed using simple percentage and
chi-square Tests method used for analyzing the collected data.

Sharma and jain (2018 ), the aimed of the study was to determined the level of customer
experienced at telecom. Data were collected by the method of convenient sampling from
the way of personal interview. The sample consist of specific location at Pattikalayan. So,
the statistical techniques like that the percentage method, weighted average method ,
weighted average method applied for that analysis .

Acharya and pandey (2019), conducted a study on customer experience

among different localities