Abstract:
The aim of the study is to find out the factors that defines customer satisfaction in
using mobile service and perception of the various factor in customer oriented
market place. However, this research is confined to ‘urban’ areas of Pakistan as
generic terms. It also aims to investigate the extent to which mobile service
providers use information technology for the better performance of the company
and its impact on the customer loyalty. The research approach and research design
of this study is qualitative and exploratory research respectively. Some participants
working in the mobile companies at managerial levels have been interviewed for
this study. From the experiences shared by these participants it has been found out
that customer loyalty is most important factor for this business and its
performance effects the customer loyalty . Also, lack of projection in the market
for the new offers can cause distortion in performance of the firm.
