Impact of 3G and 4G Technology Performance on Customer Satisfaction in the Telecommunication Industry

Abstract

This study investigates the impact of factors (network coverage, customer service, video calls, and downloading Speed) of 3G and 4G telecommunication services performance on customer satisfaction in the Punjab region of Pakistan. This research indicates how to make strong relations with customers and what factors of the 3G and 4G networks need to be improved to enhance the revenue of telecom operator companies. The study has recognized the four main hypotheses responsible for checking the level of customer satisfaction in the telecommunication industry of Pakistan in the Punjab region. The study depends on essential insights gathered on the arbitrary premise from 300 clients of significant telecom administrators in the Punjab area. The respondents have selected on irregular premises and were welcomed to express their sentiments through an organized survey. A complete questionnaire has been utilized for statistics collection and exists based on the analysis of descriptive measurement, correlation, and regression analysis and analyzed through SmartPLS software. They indicate that the independent variables network coverage, customer service, video calls, and downloading speed are key driving factors of customer satisfaction. Among all independent variables “Internet downloading speed” highly impacts the dependent variable “customer satisfaction” based on 3G and 4G network performance. There are a limited number of studies that focus on customer satisfaction in the telecommunication sector in Pakistan. The study will fill the gap in the literature and help service providers to increase the satisfaction level of their customers and captivate new customers.