Journal
| Title | Education Effect on Usage Behavior of Mobile Phone Services | |
| Author's Name | Rajeev K Shukla, Ashutosh Vyas | |
| ISSN | 0974-7281 | |
| Page(s) | 1-9 | |
| Volume No. | 5 | |
| Issue Month | July,2013 | |
| Keywords | Customer Satisfaction, Education Effect, Mobile Number Portability, Mobile Phones. | |
| Abstract | The Indian mobile market is witnessing intense competition among service providers and many innovations in service and price offerings. With greater choice and increasing awareness, Mobile users in India are increasingly demanding better quality of services and beneficial offerings or else keep open the option to switchover to other service providers. Managing operations in such a competitive environment is a big challenge to the service providers. The benchmark of customer satisfaction level is also increasing day by day. The main purpose of the study was to analyze the mobile phone usage behavior and to identify the factors that influence users’ decision making process and level of satisfaction. However, the specific objectives of the study were to know the effect of educational differences in mobile phone usage behavior. The findings of the study reveal education wise significant differences for switching behavior of mobile service users. Professionally qualified respondents were found to be highly satisfied with their mobile services and graduate educated respondents were found to be high switchers from their service providers. Mobile usage frequency was found to be increasing with increase in educational qualification. Higher secondary educated respondents were found to be limiting their call duration to 1 minute, whereas the call duration was found to be more than 1 minute for other groups of respondents. So in the period of mobile number portability the service providers have to be innovative in their product development and market offerings in order to meet with the expectation of customers of different educational levels. |
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