Customer satisfaction: A gender based study of mobile industry

With almost hundred percent teledensity, telecom market in India has matured. In this hyper competitive telecom market the strategy to survive has changed from increasing customers’ base to retain the already acquired existing customers. To stay profitable companies in mobile industry are doing everything to keep their customers satisfied. Higher levels of service quality is considered obvious determinant of higher customer satisfaction but telephone companies are keen to understand the construct of customer satisfaction in absolute totality. The present study tries to decode the impact of human gender on customer satisfaction. The study finds females in general to be more satisfied in comparison to male mobile users.