A Study on Customer Perception and Satisfaction towards Cellular Service Providers in Villupuram District

Abstract

In recent years, the demand for mobile phones has witnessed remarkable growth, making the telecom sector one of the fastest-expanding industries. Although the cellular industry emerged only in the recent past, its progress has been outstanding. To attract and retain customers, service providers are continuously introducing innovative features, attractive tariff plans, and additional facilities. Day by day, new competitors enter the market with appealing offers such as reduced call charges, free incoming services, and a wide range of handsets and models. This intense competition has ultimately benefited subscribers by providing them with greater choice and improved service quality. The telecom market, therefore, has become highly competitive, with companies striving to differentiate themselves through customer-centric strategies. In this context, the present study aims to examine the level of customer satisfaction towards mobile service providers, with special reference to Villupuram District. The primary objective is to understand consumer perceptions and evaluate how users feel about the services offered by different cellular providers. This research is based on primary data collected through a structured questionnaire, and the responses have been analyzed using statistical tools such as percentage analysis, factor analysis, and ANOVA. These techniques help identify the key determinants influencing customer satisfaction towards cellular service providers in the region.