Article

GSTF Journal on Business Review (GBR)

, 4:20

First online:

Open Access This content is freely available online to anyone, anywhere at any time.

An Empirical Study to Measure Customer Experience for Telecom Operators in Indian Telecom Industry

  • Domb MenachemAffiliated withIsrael - Computer Science and Management departments, Ashkelon AcademyNew York University, NYUTechnion, Institute of Technologyfaculty of Engineering, Washington University
  • , Sujata JoshiAffiliated withSymbiosis Institute of Telecom Management, Symbiosis International University’s
  • , Sanjay BhatiaAffiliated withAmdocs
  • , Arindam RoyAffiliated withSymbiosis International University’sWBUT
  • , Jyoti SainiAffiliated withSymbiosis Institute of Telecom Management, Symbiosis International University’s

Abstract

as Indian Telecom industry matures itself, service providers understand the essence of Customer Experience as the prime differentiator towards business success. This paper will provide a rundown of the extant literature on customer experience studies done in Telecom industry. This research paper also attempts to identify the determinants of Customer Experience for Telecom operators in Indian Telecom industry. Also this research paper defines a yardstick called ACEI score to quantify customer experience in telecom industry

Key words:

Customer Experience ACEI Score Customer Behavior