Skip to main content
SpringerLink
Log in
Book cover

Proceedings of ICETIT 2019 pp 775–784Cite as

Factors Affecting Customer Service Engagement – Six Cases Assessing Strengths and Weaknesses for Telecom and Payment Service Providers

  • Conference paper
  • First Online:

  • 1573 Accesses

Part of the book series: Lecture Notes in Electrical Engineering ((LNEE,volume 605))

Abstract

Customer value and satisfaction play a key role in the service industries like telecommunications and digital payments to measure their service quality. The two industries also are interdependent on each other for the service delivery. Twitter as a platform brings in a diversified audience to express their views and opinions. In recent times, with the proliferation of cheaper smart phones and faster internet speeds, the platform has seen an unprecedented increase in the number of people using it to air their views and in turn being influenced by others. In such a scenario, we are using Twitter to capture tweets surrounding the pain points of the modern day customer around the Telecom companies as well as M-Wallets and trying to gauge if there is a relation between the two or not. In this process we divided the two sectors and analyzed the top 3 firms in the industry in each domain to assess their performance and service quality based on the service quality assessment dimensions. The results of our analysis of the 6 case studies conducted is reported subsequently.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   259.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD   329.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info
Hardcover Book
USD   329.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  1. Alnsour, M.S., Tayeh, A.B., Alzyadat, M.A.: Using SERVQUAL to assess the quality of service provided by Jordanian telecommunications sector. Int. J. Comm. Manag. 24(3), 209–218 (2014)

    Google Scholar 

  2. Baruah, D., Nath, T., Bora, D.: Impact of service quality dimensions on customer satisfaction in telecom sector. Int. J. Eng. Trends Technol. 27(2), 111–117 (2015)

    Article  Google Scholar 

  3. Blei, D., Ng, A., Jordan, M.: Latent Dirichlet allocation. Journal of Machine Learning Research 3, 993–1022 (2003)

    MATH  Google Scholar 

  4. Chhonker, M.S., Verma, D., Kar, A.K.: Review of technology adoption frame-works in mobile commerce. Procedia Comput. Sci. 122, 888–895 (2017)

    Article  Google Scholar 

  5. Churchill Jr., G.A., Surprenant, C.: An investigation into the determinants of customer satisfaction. J. Mark. Res. 19(4), 491–504 (1982)

    Article  Google Scholar 

  6. Dwivedi, H., Saini, K.: Indian telecom sector: paradigm shift. Int. J. Res. Commer. IT Manag. 1(5), 29 (2011)

    Google Scholar 

  7. Eshghi, A., Roy, S.K., Ganguli, S.: Service quality and customer satisfaction: an empirical investigation in indian mobile telecommunications services. Mark. Manag. J. 18(2), 119–144 (2008)

    Google Scholar 

  8. Gautam, V.: Service quality perceptions of customers about mobile tele-communication services: a case of India. J. Global Mark. 28(1), 19–31 (2015)

    Article  Google Scholar 

  9. Grover, P., Kar, A.K.: User engagement for mobile payment service providers – introducing the social media engagement model. J. Retail. Consum. Serv. (2018)

    Google Scholar 

  10. Grover, P., Kar, A.K., Ilavarasan, P.V.: Understanding nature of social media usage by mobile wallets service providers–an exploration through spin framework. Procedia Comput. Sci. 122, 292–299 (2017)

    Article  Google Scholar 

  11. Haq, N.: Impact of reliance JIO on the Indian telecom industry. Int. J. Eng. Manag. Res. 7(3), 259–263 (2017)

    Google Scholar 

  12. Hu, M., Liu, B.: Mining and summarizing customer reviews. In: 10th ACM SIGKDD International Proceedings on Knowledge Discovery and Data, pp. 168–177. ACM, New York (2004)

    Google Scholar 

  13. Ilavarasan, P.V., Kar, A.K., Gupta, M.P.: Social media and business practices in emerging markets: still unexplored. J. Adv. Manag. Res. 15(2), 110–114 (2018)

    Article  Google Scholar 

  14. Kalelkar, G.R., Kumbhare, G., Mehta, V., Kar, A.K.: Evaluating e-commerce portals from the perspective of the end user – a group decision support approach. In: Thampi, S., Gelbukh, A., Mukhopadhyay, J. (eds.) Advances in Signal Processing and Intelligent Recognition Systems. Advances in Intelligent Systems and Computing, vol. 264, pp. 107–117. Springer, Cham (2014)

    Chapter  Google Scholar 

  15. Kang, G.: The hierarchical structure of service quality: integration of technical and functional quality. J. Serv. Theory Pract. 16(1), 37–50 (2006)

    Google Scholar 

  16. Kar, A.K., Singh, P.: A model for bundling mobile value added services using neural networks. Int. J. Appl. Decis. Sci. 5(1), 47–63 (2012)

    Google Scholar 

  17. Kushwah, S.V., Bhargav, A.: Service quality expectations and perceptions of telecom sector in India. Int. J. Adv. Technol. 5(1), 1–10 (2014)

    Google Scholar 

  18. Lee, J., Ryu, M.H., Lee, D.: A study on the reciprocal relationship between user perception and retailer perception on platform-based mobile payment service. J. Retail. Consum. Serv. 48, 7–15 (2019)

    Article  Google Scholar 

  19. Mohan, R., Kar, A.K.: #Demonetization and its impact on the Indian economy insights from social media analytics. In: 17th Conference on e-Business, e-Services and e-Society (I3E) 2017. Lecture Notes in Computer Science, vol. 10595, pp. 23–32. Springer, Cham (2017)

    Google Scholar 

  20. Mustafa, S.Z., Kar, A.K.: Evaluating multi-dimensional risk for digital services in smart cities. In: 17th Conference on e-Business, e-Services and e-Society (I3E) 2017. Lecture Notes in Computer Science, vol. 10595, pp. 183–193. Springer, Cham (2017)

    Chapter  Google Scholar 

  21. Oliveira, T., Thomas, M., Baptista, G., Campos, F.: Mobile payment: under-standing the determinants of customer adoption and intention to recommend the technology. Comput. Hum. Behav. 61(1), 404–414 (2016)

    Article  Google Scholar 

  22. Saxena, T.P.: An analysis of the Indian telecom industry. J. Bus. Manag. 17(10), 35–42 (2015)

    Google Scholar 

  23. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: A conceptual model of service quality and its implication for future research. J. Mark. 49(4), 41–50 (1985)

    Article  Google Scholar 

  24. Parasuraman, A., Zeithaml, Valrie, A., Berry, L.L.: SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality. J. Retail. 64(1), 12–40 (1988)

    Google Scholar 

  25. Quinn, J.B., Baruch, J.J., Paquette, P.C.: Technology in services. Sci. Am. 257(6), 50–58 (1987)

    Article  Google Scholar 

  26. Rathore, A., Kar, A.K., Ilavarasan, P.V.: Social media analytics – literature review and directions for future research. Decis. Anal. 14(4), 229–249 (2017)

    Article  MathSciNet  Google Scholar 

  27. Singh, B.P., Grover, P., Kar, A.K.: Quality in mobile payment service in India. In: 17th Conference on e-Business, e-Services and e-Society (I3E) 2017. Lecture Notes in Computer Science, vol. 10595, pp. 183–193. Springer, Cham (2017)

    Chapter  Google Scholar 

  28. Vally, S., Divya, H.: A study on digital payments in India with perspective of consumers adoption. Int. J. Pure Appl. Math. 119(15), 1259–1267 (2018)

    Google Scholar 

  29. Varsha, R., Thulasiram, M.: Acceptance of e-wallet services: a study of consumer behavior. Int. J. Innov. Res. Manag. Stud. 1(4), 2455–7188 (2016)

    Google Scholar 

  30. Xiong, H., Pandey, G., Steinbach, M., Kumar, V.: Enhancing data analysis with noise removal. IEEE Trans. Knowl. Data Eng. 18(3), 304–319 (2006)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Management Studies, Indian Institute of Technology Delhi, New Delhi, India

    Ankita Agarwal, Arpan Kumar Kar & P. Vigneswara Ilavarasan

Authors
  1. Ankita Agarwal
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Arpan Kumar Kar
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. P. Vigneswara Ilavarasan
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Ankita Agarwal .

Editor information

Editors and Affiliations

  1. Department of Computer Science and Engineering, Jaypee University of Information Technology, Kandaghat, India

    Pradeep Kumar Singh

  2. Department of Electrical Engineering, IIT Delhi, Delhi, Delhi, India

    Bijaya Ketan Panigrahi

  3. School of Computer and Information Sciences, University of Hyderabad, Hyderabad, Telangana, India

    Nagender Kumar Suryadevara

  4. Institute of Information Technology and Management, Delhi, Delhi, India

    Sudhir Kumar Sharma

  5. USICT, GGSIPU, Delhi, Delhi, India

    Amit Prakash Singh

Rights and permissions

Reprints and permissions

Copyright information

© 2020 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Agarwal, A., Kar, A.K., Ilavarasan, P.V. (2020). Factors Affecting Customer Service Engagement – Six Cases Assessing Strengths and Weaknesses for Telecom and Payment Service Providers. In: Singh, P., Panigrahi, B., Suryadevara, N., Sharma, S., Singh, A. (eds) Proceedings of ICETIT 2019. Lecture Notes in Electrical Engineering, vol 605. Springer, Cham. https://doi.org/10.1007/978-3-030-30577-2_69

Download citation

Publish with us

Policies and ethics

Search

Navigation