ABSTRACT
The telecommunication industry in India is rapidly growing and witnessing many developments. 85% of respondents reported increased usage of mobile services during the Covid 19 lock-down in 2020 on activities such as work-from-home, entertainment, learn from home, etc. The objective of this research was to identify factors influencing customer satisfaction of wireless mobile services in the Covid-19 led lockdown and formulate a framework for the same. The study identified six factors that influence customer satisfaction, viz, customer convenience, billing-payments, problem resolution, data speed, tariff-offers, and network strength. Using partial least squares structural equation modelling, a model for evaluating customer satisfaction was built. The study also identified factors that had significant impact on customer satisfaction.
