*M.com., M.B.A., Ph.D, Acharya Nagarjuna University, Guntur, Andhra Pradesh, India
**M.com., MHRM., Ph.D, Acharya Nagarjuna University, Guntur, Andhra Pradesh, India
Online published on 25 June, 2015.
Customer satisfaction is the measure of how the needs and responses are collaborated and delivered to excel customer expectation. The study is based on primary data with 880 respondents of BSNL and AIRTEL customers operating in Tenali and Guntur divisions of Guntur District. The objective of this paper is to provide an analytical canvas of the satisfaction levels of the customers/users of the cellular services of both the service providers. The data was systematically analyzed with the help of statistical tools like chi-square test.
Customer Satisfaction, Customer Retention, Customer Loyalty, wealth maximization, BSNL, AIRTEL
