Customer perception of Airtel telecommunications after the introduction of 4G network

Abstract

Aiming to offer and deliver the best product and service, Airtel is emphasising on capturing the market with their new and elusive Airtel 4G+ promotions and communications. With their vision of accompanying the Youth, the Tech Savvy and the Progressing people of the nation Airtel is constantly working together to slowly develop the perception of delivering something more than just a 4G network. To understand the stand of their customers and to measure the impact of their new and improved 4G network, services and offerings the difference in the Service Quality Index (SQI) between the users of Airtel 4G and Airtel 3G is found. Also to understand which variables are leading towards the satisfaction of the customers and which variables are lacking regression analysis is done to find the correlation between these factors and customer satisfaction and hence a better perception of Airtel. And lastly this study provides a GAP analysis to recognize the difference between the expectations of Non Airtel users and the perceptions of Airtel users to find out which sections and not being communicated well enough