Customer Retention and Loyalty: A Study of the Indian Cellular Service Sector

Author(s)	Dr. Neetu Sharma
Country	India
Abstract	For the past few years, cellular service sector in India has been experiencing the highest growth rate in terms of subscribers and revenues. With the increasing demands of the customer, cellular service sector has become competitive. Despite this, most of the cellular service providers in India are primarily focusing on increasing their customer base and tend to overlook its capability to retain its customers and make them loyal. According to a Mobile Consumer Insights study conducted by The Nielsen Company to gauge consumer attitudes and behavior towards mobile operators in India that it seems that close to one in five (18%) Indian mobile phone subscribers would change their mobile operator, if Mobile Number Portability is introduced into the market.
Keywords	Portability, hyper-competition, telecommunication
Published In	Volume 6, Issue 6, November-December 2024
Published On	2024-11-09

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International Journal For Multidisciplinary Research