Abstract:
The purpose of this study is to investigate those factors that can influence customer’s
satisfaction in cellular industry in Karachi region of Pakistan. In real, every organization
wants to maximize the number of customers through customer satisfaction. Therefore this
research work is conducted for the reason to find the factors which has a major influence on
customer satisfaction. The study has identified major seven hypotheses which are responsible
for customer satisfaction in telecom industry. For analysis part of the study a structured
questionnaire was distributed. For the study university students were targeted. On random
basis 150 students of five universities were targeted. The statistical part of analysis is based
on descriptive statistic, Correlation and regression analysis. Results were conducted through
SPSS version 21. Results indicate that price fairness, customer services and coverage are
major factors which can highly affect the customer satisfaction. The results of paper proved
that there is positive and significant relationship between dependent variable (customer
satisfaction) and independent variables (customer service, price fairness, sales promotion,
coverage, signal strength & promotion).
