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ADVANCE RESEARCH AND METHODOLOGY
TOPIC of research paperDETERMINANTS OF CUSTOMER SATISFACTION IN TELECOM
INDUSTRY
Presented to: Mr.tariq mehmoodPresebted by : Sadaf SabirMS-2013
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Content
Introduction to Research Paper
Literature Review
Research Methodology
Data Analysis & Results
Conclusion
Recommendations
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Introduction
This paper concentrates the customer satisfaction in cellularindustry. This paper is about to explore those leading variables
which can influence the customer satisfaction in mobile telecom
industry. The purchasing behavior of the customers can also be
disturbed because of these leading variables.
customer satisfaction
Customer service
Price fairness
Sales promotion
coverage
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Customer satisfaction
Relationship between the
determinants and customersatisfaction
To study the influence ofdeterminants of telecom
industry on customersatisfaction
Which factor highly influence oncustomer satisfaction in telecom
industry
topic
Researchpurpose
Purposestatement
Researchquestion
General
specific
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Hypothesis
. H1a:
There is a correlation between organizationalperformance and internal training program.
H2a:
There is a correlation between external trainingprogram and organizational performance.
H3a:
There is a correlation between customize trainingprogram and organizational performance.
H4a:There is a correlation between technical training
and organizational performance
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Literature review
Organizational performance classifications have beendeveloped in order to assist , understanding and analysis
of organizational performance by Hellriegel (2004: 65-
68).
Employees show high level of commitment with theirorganization when the organization provide them
opportunities for growth, helped them to increase skill
and knowledge (Zaleska& de Menezes, 2007: 22-34).
Organizational performance has been viewed as a formof social control that operates when members of a group
or organization share values and expectations about
appropriate behavior (OReilly & Chatman,1996).
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Research methodologyData Collection:
Sample size: 100
Sample selection :snow ball sampling and multi culture sampling
Primary : the has been taken from the employees of following organization
through questionnaire .
Maxsell communication *Nasra Education *vectra
com
Paradiaghm solutions *Gurdia PVTLtd
*faujFertilizer
Bank al Habib * HBL
Trade service international *Amerlald (pvt)Ltd
Virtual planner *Mohammad Ali Jinnah University*falcon-I Pvt Ltd
Euro Education Consultant *Karachi Port Trust
SECP *NIB
Riaz Ahmed & company *City School Gulshan Campus boys
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Research methodology
Secondary data:
Secondary data has been taken from previous work ofresearchers (thesis, research papers, journal
publications).Data Analysis:
All the respondents responses are analyzed on SPSS:
Descriptive tools
Correlation
Regression
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variables
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DATA ANALYSIS:
Descriptive analysis
N Minimum Maximum Mean Std. Deviation
ORGANIZATI
ONALPERFOR
MANCE90 1.25 5.00 4.1750 .64308
EXternaltrainin
g 90 1 5 3.27 .657
Internaltraining90 2 5 3.60 .652
customizetraini
ng 90 1 5 3.62 .700
technicaltraining
90 2 5 3.97 .662
Valid N
(listwise) 90
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CORRELATION
ORGANIZATI
ONALPERFO
RMANCE
External
training
Internaltrainin
g
customizetraini
ng
technical
training
ORGANIZATI
ONALPERFOR
MANCE
Pearson
Correlation1 .072 .376(**) .429(**) .430(**)
Sig. (2-tailed) .502 .000 .000 .000
N 90 90 90 90 90
EXternaltrainin
g
Pearson
Correlation.072 1 .470(**) .180 .118
Sig. (2-tailed) .502 .000 .090 .270
N 90 90 90 90 90
Internaltraining Pearson
Correlation.376(**) .470(**) 1 .496(**) .375(**)
Sig. (2-tailed) .000 .000 .000 .000
N 90 90 90 90 90
customizetraini
ng
Pearson
Correlation.429(**) .180 .496(**) 1 .610(**)
Sig. (2-tailed) .000 .090 .000 .000
N 90 90 90 90 90
technicaltrainin
g
Pearson
Correlation.430(**) .118 .375(**) .610(**) 1
Sig. (2-tailed) .000 .270 .000 .000
N 90 90 90 90 90
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Regression
R square F t sig
External
training
.005 072 .454 .674 .502
Internal
training
.141 .376 14.489 3.806 000
Customize
training
.184 .429 19.890 4.460 000
Technical
training
.185 .430 19.982 4.470 000
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conclusion
Organizational performance is dependent on the training programs,because employees prefer those organizations which provide better
opportunities to the employees to grow and enhance the skills of the
employees.
Training programs which include customization training programs,
technical training program, external training program and internaltraining program moderately affects the organization performances.
External training is highly effective on organizational performance
according to the research. Therefore external training and
organizational performance is negatively correlated .
Customize training is highly deviated from mean where as internal
training is less deviated from mean.
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Recommendation
According to the research I recommended thatcustomization training program is highly expensive and
companies should concern with there finance department
to analyze the margins of profitability and risks related
to the training. Internal training is more recommended from all other
training programs due to less risk of failure of training
program.
External training is moderately recommended accordingto the type of business and market.