A Comparative Study to Explore the Influence of Cellular Service Failure on their User's Loyalty

Abstract

The research is to see a comparative analysis of the i nfluence of cell phone service failure on their users loyalt y . In this research study the variables examined were discovered through litrature review, unstructured interviews and questionnaire developed. These important variables were users perception before and after subscribing cell phone connection, an efficient response by staff (including top level) towards customer complaints , latest technology , price and overall quality of services . Factors like overall quality of services , an efficient response by the cell phone provider company were quite important in influencing cell users l oyalty . Where as role of price was also an important factor , influencing cell phone users loyalty . Recommendations for research are need to improve in quality services , reducing cell service charges , improving technology and improving response towards users complaints .