Understanding the factors of customer satisfaction: An empirical analysis of Telecom broadband services

Keeping in view the tough competitive market, customer satisfaction is one of the most important factors for the survival of any service provisioning organization. Research community has been contributing enough literature with special focus on the analysis of the important predictors that has significant impact on customer satisfaction. Most of the empirical research studies are conducted to understand customer satisfaction related to products as compared to services. Additionally, very few studies have been conducted in context of telecommunication service quality. Therefore, this research is aimed to explore the customer satisfaction of broadband telecommunication services provided by Pakistan Telecommunication Company Limited (PTCL). To identify the most significant factors that affect customers' satisfaction of broadband services provided by (PTCL) in Pakistan, a comprehensive framework is proposed. The results of research study will provide potential guidelines to (PTCL) management in formulating appropriate strategies as a mean to improve their efficiency and gain competitive advantage to attract more customers and retain existing customers.