An Analytical study of Customers’ Satisfaction in Landline services in Katni City

Abstract

The satisfaction level is a function of difference between perceived performance and
expectations. If the product’s performance, exceed expectation the customer highly satisfied or
delighted.The purpose of the studyis to study “Customers’ Satisfaction in Landline services in
Katni city. All the people who use Landline Services in Katni city constitute the population of
the study.We have selected convenient sampling method for the purpose of the study. In total 60
respondents particularly the people who possess Prepaid Mobile Phones have been in Katni city.
It is found that majority of the sampled respondents were using BSNL landline service while
others were using AIRTEL landline services. None of the sampled respondents were using
Reliance and TATA landline services.Brand name and Service were the most popular reasons for
using the landline.It was found that majority of the respondents sampled were using the service
for 5-10 years.Caller ID and Call waiting service was known by all.It is found that majority of
the sampled respondents were using the landline only for Voice Calls and others were using only
Internet, while some of respondents were using both the services. The satisfaction level is a
function of difference between perceived performance and expectations. If the product’s
performance, exceed expectation the customer highly satisfied or delighted.