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

  • Ankita AgarwalEmail author
  • Arpan Kumar Kar
  • P. Vigneswara Ilavarasan
Conference paper
Part of the Lecture Notes in Electrical Engineering book series (LNEE, volume 605)


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.


Jio Vodafone Airtel DOT Paytm Freecharge BHIM UPI NPCI Digital payments 


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  • Ankita Agarwal
    • 1
    Email author
  • Arpan Kumar Kar
    • 1
  • P. Vigneswara Ilavarasan
    • 1
  1. 1.Department of Management StudiesIndian Institute of Technology DelhiNew DelhiIndia

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