ADVANCE RESEARCH AND METHODOLOGY

TOPIC of research paper DETERMINANTS OF CUSTOMER SATISFACTION IN TELECOM

INDUSTRY

Presented to: Mr.tariq mehmood Presebted by : Sadaf Sabir MS-2013

Content
Introduction to Research Paper Literature Review Research Methodology Data Analysis & Results Conclusion Recommendations

Introduction

This paper concentrates the customer satisfaction in cellular industry. This paper is about to explore those leading variables which can influence the customer satisfaction in mobile telecom industry. The purchasing behavior of the customers can also be disturbed because of these leading variables. customer satisfaction Customer service

Price fairness
Sales promotion coverage

specific General
topic
Customer satisfaction

Research purpose

Relationship between the determinants and customer satisfaction

Purpose statement

To study the influence of determinants of telecom industry on customer satisfaction

Research question

Which factor highly influence on customer satisfaction in telecom industry

Hypothesis
. H1a: There is a correlation between organizational performance and internal training program. H2a: There is a correlation between external training program and organizational performance. H3a: There is a correlation between customize training program and organizational performance. H4a: There is a correlation between technical training and organizational performance

Literature review

Organizational performance classifications have been developed in order to assist , understanding and analysis of organizational performance by Hellriegel (2004: 6568). Employees show high level of commitment with their organization when the organization provide them opportunities for growth, helped them to increase skill and knowledge (Zaleska& de Menezes, 2007: 22-34). Organizational performance has been viewed as a form of social control that operates when members of a group or organization share values and expectations about appropriate behavior (OReilly & Chatman,1996).

Research methodology
Data Collection: Sample size: 100 Sample selection :snow ball sampling and multi culture sampling Primary : the has been taken from the employees of following organization through questionnaire .

Maxsell communication com Paradiaghm solutions *faujFertilizer Bank al Habib Trade service international Virtual planner *falcon-I Pvt Ltd Euro Education Consultant SECP Riaz Ahmed & company

*Nasra Education *Gurdia PVTLtd * HBL *Amerlald (pvt)Ltd

*vectra

*Mohammad Ali Jinnah University *Karachi Port Trust *NIB *City School Gulshan Campus boys

Research methodology
Secondary data: Secondary data has been taken from previous work of researchers (thesis, research papers, journal publications). Data Analysis: All the respondents responses are analyzed on SPSS: Descriptive tools Correlation Regression

variables

DATA ANALYSIS: Descriptive analysis

N ORGANIZATI ONALPERFOR MANCE EXternaltrainin g Internaltraining 90 customizetraini ng technicaltrainin g Valid N (listwise) 90 90 90 2 1 2 5 5 5 3.60 3.62 3.97 .652 .700 .662 90 Minimum 1.25 Maximum 5.00 Mean 4.1750 Std. Deviation .64308

90

3.27

.657

CORRELATION
ORGANIZATI ONALPERFO RMANCE ORGANIZATI Pearson ONALPERFOR Correlation MANCE Sig. (2-tailed) N EXternaltrainin g Pearson Correlation Sig. (2-tailed) N Internaltraining Pearson Correlation Sig. (2-tailed) N customizetraini ng Pearson Correlation Sig. (2-tailed) N technicaltrainin g Pearson Correlation Sig. (2-tailed) N 1 External training .072 .502 90 .072 .502 90 .376(**) .000 90 90 .470(**) .000 90 90 90 1 Internaltrainin customizetraini g ng .376(**) .000 90 .470(**) .000 90 1 .429(**) .000 90 .180 .090 90 .496(**) .000 90 technical training .430(**) .000 90 .118 .270 90 .375(**) .000 90

.429(**)
.000 90 .430(**) .000 90

.180
.090 90 .118 .270 90

.496(**)
.000 90 .375(**) .000 90

.610(**)
.000

90 .610(**) .000 90

90 1

90

Regression
R square
External training Internal training Customize training Technical training
.005

072

F
.454

t
.674

sig
.502

.141

.376

14.489

3.806

000

.184

.429

19.890

4.460

000

.185

.430

19.982

4.470

000

conclusion

Organizational performance is dependent on the training programs, because employees prefer those organizations which provide better opportunities to the employees to grow and enhance the skills of the employees. Training programs which include customization training programs, technical training program, external training program and internal training program moderately affects the organization performances. External training is highly effective on organizational performance according to the research. Therefore external training and organizational performance is negatively correlated . Customize training is highly deviated from mean where as internal training is less deviated from mean.

Recommendation

According to the research I recommended that customization training program is highly expensive and companies should concern with there finance department to analyze the margins of profitability and risks related to the training. Internal training is more recommended from all other training programs due to less risk of failure of training program. External training is moderately recommended according to the type of business and market.