A Study on Customer Satisfaction of College Students Towards Airtel and Jio Services of Mobile Data in Bengaluru City
Publication Date : 12/03/2025
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Abstract :
The telecom industry in India has experienced rapid growth, with Airtel and Jio emerging as dominant mobile data service providers. This study examines the customer satisfaction levels of college students in Bengaluru regarding Airtel and Jio’s mobile data services. The objective is to understand key factors influencing their satisfaction, such as network performance, data speed, pricing, affordability, customer service, and overall user experience. The research adopts a survey-based approach, collecting primary data from college students across Bengaluru. A structured questionnaire was designed to assess their preferences, experiences, and satisfaction levels with Airtel and Jio services. Secondary data from existing literature, reports, and studies on telecom customer satisfaction were also reviewed to support the analysis. The findings indicate that while Jio is widely preferred for its affordable pricing and attractive data plans, Airtel is favored for its network stability and customer service. Many students using Jio reported higher data speeds but occasional network fluctuations, whereas Airtel users experienced consistent network coverage but at relatively higher costs. Factors such as promotional offers, customer support responsiveness, and service reliability played crucial roles in shaping customer satisfaction.
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