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Volume 9 Issue 9

September 2023

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Suvalakshmi .R


telecommunication industry, Airtel, jio, internet, level of consumer satisfaction.


2016 was a year that India will never forget, thanks to demonetization. However, another significant event took place that year, which had a profound impact on the entire telecommunications industry – the launch of Jio by Reliance Industries.While we, the consumers, were enjoying the newfound luxury of the internet, it was a source of dread for the rest of the telecom companies.The telecommunication industry, which falls under the information and communication technology sector, comprises telecommunications/telephone companies and internet service providers. It plays a crucial role in the evolution of mobile communications and the information society.The main objective of the study is to conduct a comparative analysis of customer satisfaction levels between Airtel and Jio. The study aims to identify the various factors that influence customer satisfaction. The main finding of the study reveals that there is no significant difference in the factors influencing customer satisfaction between Airtel and Reliance Jio. Additionally, the study also highlights that there are certain variables where customers tend to be more satisfied with Jio compared to Airtel.The results of the study indicate that Jio is a more economical choice. Customers are satisfied with the schemes offered by Jio, as well as the affordable local call costs per minute provided by the company. However, there are some variables to consider, such as network coverage. Airtel enjoys a higher level of customer satisfaction compared to Jio. Ultimately, customer satisfaction is determined by the influence of the telecommunication industry and its services on customers.

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Published in: Volume : 9, Issue : 9
Publication Date: 9/9/2023

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