Published Paper Details:

Maintaining happy customers is crucial to any company's long-term survival. In this paper, we attempted to quantify the extent to which customers of mobile network providers were satisfied with the services they received. A survey with 100 valid responses was conducted and evaluated using the Chi-square test to see whether there was a statistically significant difference in respondents' places of residence. To determine the degree of satisfaction among the respondents, an Importance-Performance Analysis (IPA) was used with an Exploratory Factor Analysis (EFA) to determine the numerous aspects affecting when acquiring a SIM card (IPA). Based on the data, we know that income is the only demographic component that matters in both settings. Payment, Customer Care, Price Related Factor, Additional Services, Technical Factor, Promotional Factor, and Other Factors of Airtel, Vodafone, Jio, and Vi were shown to be the most influential on consumer behavior.