A Study on Perceived Service Quality of IDEA Cellular Ltd. - A Case Study on Factor Analysis

Monalisha Pattnaik^1, , Abhipsa Ray², Biswa Bhusan Mall³, Rosemary Kujur³, Silpa Jena³ and Somu Jena³

¹Department of Business Administration, Utkal University, Bhubaneswar, India-751004

²IMBA, Dept. of Business Administration Utkal University, India-751004

³IMBA, Department of Business Administration Utkal University, India-751004

Cite this paper

Monalisha Pattnaik, Abhipsa Ray, Biswa Bhusan Mall, Rosemary Kujur, Silpa Jena and Somu Jena. A Study on Perceived Service Quality of IDEA Cellular Ltd. - A Case Study on Factor Analysis. Journal of Business and Management Sciences. 2015; 3(1):53-57. doi: 10.12691/JBMS-3-1-7

Abstract

The paper focuses on the perceived service quality of Idea Cellular which is a leading GSM mobile services operator in India. This study investigates the effect of marketing strategies espoused by Idea Cellular and its upshot on the consumers. It also attempts to study the expectations of the customers and the marketing strategies that have been taken by the organization to discharge them. A study of perception of distributors has also been made to understand insights and identify factors of customer satisfaction that the organization is focusing on. The study highlights the factors that contribute to the hedonistic escalation in this dynamic competitive world.

Keywords

brand preference, distributors, customer satisfaction, marketing strategies, service quality

Copyright

This work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

References

[1]	http://www.afaqs.com/news/company_briefs/index.html?id=45044_IDEA+Cellular+recognized+as+the+Most+Customer+Responsive+Company+in+the+Telecom+sector
[2]	http://www.dot.gov.in/about-us/telecom-glance.
[3]	http://www.onebangalore.com/businessdirectory/mobile-service-centers/idea-mobile-store-frazer-town.html.
[4]	Indian Management, The Journal of AIMA, Vol. 50, Issue no. 1, January 2011.
[5]	Innovations, The Journal of Management, Volume 1, No. 1, July-December 2012.
[6]	Kajale, Amol Ramesh, Importance of Relationship Marketing in Competitive Marketing Strategy: Indian Streams Research Journal, Volume 2, Issue 1, March 2012.
[7]	Kotler Philip, Marketing Management, Asian Edition, Pearson Education, 2009.
[8]	KPR International Journal of Management, Volume 1, No. 1, July 2012.
[9]	Lovelock Christopher, Services Marketing, Asian Edition, Pearson Education, 2008.
[10]	Lowenstein Michael W, Customer Retention, OXFORD University Press, 1997.
[11]	MAIMT- Journal of IT and Management, Vol. 4, No. 1, May–October 2010.
[12]	Ramaswamy V S, Marketing Management, 4th edition, Macmillan Publishers, 2009.
[13]	Rao K Rama Mohana, Services Marketing, Second Edition, Pearson Education, 2011.
[14]	Schiffman Leon G, Consumer behavior, Ninth Edition, Pearson Education, 2009.
[15]	SCOUR, Journal of Institute of Productivity and Management, Vol. 4, No. 2, July-December 2010.
[16]	Sinha P K, Services Marketing, Himalaya Publishing House, 2004.
[17]	South Asian Journal of Management, Vol. 13, Issue no. 3, July-September 2006.
[18]	The ICFAI university Journal of Marketing Management, February 2009.
[19]	Understanding and managing customer perception, Effective Executive, the ICFAI University Press, September 2006.
[20]	Venugopal Vasanti, Services Marketing, Himalaya Publishing House, 2006.
[21]	VISION, The Journal Of Business Perspective, Volume 13, No. 2, April-June 2009.