Customer Satisfaction of Mobile Phone Service Providers: A Study of Students at the University of Delhi, India

Customer satisfaction is one of the most significant elements for all types of businesses. In today's competitive era, this is very difficult for a business to satisfy and retain customers, so the only way is to satisfy your customers. The purpose of the study is to identify the level of satisfaction among the Students at the University of Delhi (India), with special reference to Airtel, Vodafone Idea and Reliance JIO mobile service providers. The purpose of the study is to find out the level of satisfaction with the help of 26 variables and analyse data by using IBM SPSS Statistics 22. The data used for the study were obtained by using a structured survey questionnaire through Google form and collected responses through an online platform. The findings of the study show that the majority of the respondents were satisfied with their service provider and the study will also be helpful for these three companies.

Services.The major players in the market are (i) BSNL (ii) Airtel (iii) Reliance (iv) Vodafone (v) Aircel and (vi) Idea.Limitations of the study were related to the respondents because they were busy and not interested in responding correctly and few had very little knowledge about various facilities that are provided by the company, so they were unable to provide the right information.
Saleh Saad Alqahtani and Hassan Al Farraj(2016)-"Customer Satisfaction with mobile services in telecommunication companies".The study analysed the level of satisfaction and loyalty among the users of mobile phones.

C.Aruljothi & N.Pavithra (2017) -"
A study on customer satisfaction towards service quality of various mobile phone network service providers".This study examined customer satisfaction towards the quality of network availability, communication quality, service providers, customer care, and tariff plans.The data was collected from 100 respondents and analysis was done through statistical tools.

IMPORTANCE OF CUSTOMER SATISFACTION-
The customer is the oxygen of a business; he is the hero of all business operations.The customer is the pivot around which the whole business activities rotate."Concerning the definition of business purpose and business mission, there is only one such focus, one starting point.It is the 'customer'.The customer defines the business.A business is not defined by the company's name, statutes or Articles of Incorporation.It is defined by the way of the satisfaction of the customer when he/she buys a product or service.To satisfy the customer is the mission and purpose of business."byP. F. Druker.The famous views of Mahatma Gandhi on customers -"A customer is the most important visitor on our premises.He is not dependent on us.We are dependent on him.He is not an interruption to our work.He is the purpose of it.He is not an outsider to our business.He is a part of it.We are not doing him a favour by serving him.He is doing you a favour by allowing us to do so:  shows that a maximum number of users belong to the Pre-paid plan in comparison to the Member of a Family plan and Post-paid plan.
Section II questions related to customer satisfaction 1) Customer satisfaction level with a Tariff plan is one of the variables that is analysed with the help of four sub variablesa) total GB given by your service provider b) the plan validity expiry c) With the total amount of your pack d) With the additional benefits (if any).Each sub-variable has five attributes (Highly satisfied, Satisfied, Neutral, Dissatisfied, Highly dissatisfied).
With the total GB given by your service provider Frequency Per cent Valid Per cent Cumulative Per cent Valid Highly satisfied 225 100.0 100.0 100.0 Table 8.9: shows that the customers are 100% satisfied with their service providers in terms of GB whether they have Airtel, Vodafone India or Reliance Jio, which shows that there is tough competition in these companies.

With the plan validity expiry
Frequency

CONCLUSION
The present study has been undertaken mainly to help the Mobile Phone Service Providers to take up their policy decisions for the benefit of their customers.This study has brought to light certain problems faced by the respondents of University of Delhi students.The findings of the study show that the majority of the respondents were satisfied with their service provider and the study will also be helpful for these three companies (Airtel, Vodafone Idea and Reliance JIO).A maximum number of customers belong to the Reliance JIO in comparison to Airtel & Vodafone.They prefer pre-paid plans more.The tariff plan is not up to the mark, as per the students.Network connectivity is a major issue.They are not satisfied with customer care facilities as well as not with Value-added services.During COVID -19 whatever services were provided by Mobile service providers was satisfied.

7 . 4 ➢
MEASUREMENT OF CUSTOMER SATISFACTION 7.1.As an initial step towards measuring the customer satisfaction possessed by the sample respondents of the study area, 20 variables are used to know the best mobile service provider.They are: ➢ Total GB given by your service provider.➢ The plan validity expiry ➢ Total amount of your pack ➢ With the additional benefits (if any) ➢ Network accessible in your college ➢ With the speed of your network ➢ With the network security ➢ With the data backup plan ➢ With toll-free number services ➢ With solutions given by customer care executive ➢ Resolving problems by customer care executives ➢ E-Service quality of customer care executives ➢ With live streaming ➢ With NETFLIX and OTT • Email: editor@ijfmr.comIJFMR23057077 Volume 5, Issue 5, September-October 2023 Mobile money and M-commerce-based services.➢ Online Gaming ➢ Concerning the connectivity ➢ Concerning the NET Surfing and downloading ➢ Provided services at your doorstep ➢ Followed Covid -19 Protocols 8. RESULTS AND INTERPRETATION Section 1: Demographic Profile of Respondents

2) 2 )
Customer satisfaction level with a Network connectivity is one of the variables that is analysed with the help of four sub variablesa) Network accessible in your college b) With the speed of your c) With the network security d) With the data back-up plan .Each sub-variable has five attributes (Highly satisfied, Satisfied, Neutral, Dissatisfied, Highly dissatisfied).

4) 4 )
Customer satisfaction level with Value Added services are one of the variables that is analysed with the help of four sub variablesa) With live streaming b) With NETFLIX and OTT c) Mobile money and M-commerce based services d) Online gaming e) Concerning to the NET Surfing and downloading.Each sub-variable has five attributes (Highly satisfied, Satisfied, Neutral, Dissatisfied, Highly dissatisfied only a few customers (7.6%) are satisfied with the service providers during COVID -19.This is not a poor response; the executives are properly following the government protocols.International Journal for Multidisciplinary Research (IJFMR)E-ISSN: 2582-2160 • Website: www.ijfmr.com•Email: editor@ijfmr.comIJFMR23057077 Volume 5, Issue 5, September-October 2023 28

Table 8 .2: Demographic Profile of Respondents This
section consists of a brief profile of mobile users.The Demographic attributes consist of course, year of college, age and mobile operator.

Table 8 . 7
: shows that a maximum number of users belong to Reliance Jio in comparison to Vodafone India and Airtel.What are the reasons behind this we will discuss it with the help of some variables.

Table 8 . 10 :
This shows that the satisfaction level towards the plan validity is not up to the mark.A maximum number of customers are highly dissatisfied with their service providers' plan validity.

Table 8 . 11 :
Both the variables are correlated with each other if the customers are not satisfied with the plan validity then they will also be not satisfied with the amount of the pack.So, this table shows that a maximum number of customers are highly dissatisfied.

Table 8 .
12: shows that customers are not satisfied with the additional benefits that are provided by their service providers.A maximum number of customers are showing dissatisfaction.

Table 8 .
13: this table shows customers (students) are satisfied with the network connectivity of their service providers in their respective colleges, which is a good symbol for any service provider.

Table 8 .
14: is related to the speed of a network, students are not satisfied with the speed of the network.

Table 8 .15:
Network security is very essential concern and no one can ignore this, but the percentage in this table shows customers are not satisfied with this.

Table 8 .16: Data
backup plan fails to attract customers.The table shows that 42.7 % of customers are not satisfied with the plan.Customer satisfaction level with a Customer care facility is one of the variables that is analysed with the help of four sub variablesa) With toll free number services b) With solutions given by customer care executive c) Resolving problems by customer care executives d) E -Service quality of customer care executives.Each sub-variable has five attributes (Highly satisfied, Satisfied, Neutral, Dissatisfied, Highly dissatisfied).

Table 8 .
17: Customers are highly dissatisfied with the Toll-free number service facility.•Email: editor@ijfmr.comIJFMR23057077Volume 5, Issue 5, September-October 2023 14With solutions given by customer care executive Frequency Per cent Valid Per cent Cumulative Per cent

Table 8 .18:
The table shows customer care is not providing solutions properly, about 47.1% are dissatisfied.

Table 8 .19:
Customer care executives are taking so much time to resolve the problems, the table shows 48.9 % of customers are not satisfied. E-

Table 8 .
20: Service quality is also not up to the mark as per customer feedback, 48.4% are dissatisfied with the services and only 8% are satisfied.

Table 8 .21:
). Again live streaming services are not able to satisfy customer's wants.The table shows that 3.1% of customers are satisfied and 39.1% are dissatisfied.

Table 8 .22: The
tableshows the percentage of customer dissatisfaction is more than the customer's satisfaction percentage.

Table 8 .23:
Mobile money and M-commerce-based services are also not unable to satisfy customers; only 8.9% of customers are satisfied with the services.

Table 8 .24:
Online gaming is one of the most demanding services of youth but still mobile companies are not able to satisfy customers.Customer satisfaction level with respect to service quality while attending online classes during the period of COVID -19 is 5 th variable, analysed with the help of 4 sub-variablesa) With respect to the connectivity b) With respect to the connectivity c) Provided services at your door step d) Followed COVID-19 Protocols.And each sub variable have five attributes (Highly satisfied, Satisfied, Neutral, Dissatisfied, Highly dissatisfied).

Table 8 .25: shows
customers are not fully satisfied with connectivity during COVID -19

Table 8 .26:
Table shows customers are dissatisfied with the NET surfing and downloading, they are facing this problem because of connectivity issues.Only 11.1% of customers are satisfied.

Table 8 . 27 :
The table shows that 13.3% of customers are satisfied with the mobile service providers' services during COVID-19, which is not a poor response during this tough time.

Table 8 .28:
Again this table shows