Predicting Consumer’s Complaint Behavior in Telecom Service: An Empirical Study of India, Sri Lanka, and Bangladesh

  • Amandeep SinghEmail author
  • P. Vigneswara Ilavarasan
Conference paper
Part of the Smart Innovation, Systems and Technologies book series (SIST, volume 106)


This article tests a predictive model of Consumer Complaint Behavior (CCB) in telecom industry of three countries (India, Sri Lanka, and Bangladesh). It utilizes a part of the dataset that explores the service efficiency of electricity, telecom, and government services. The data were collected from microentrepreneurs. Logisitic regression was used to validate the model that included factors business characteristics, telecom service characteristics, complaining behavior, and demographic details.


Customer complaint behavior Predictive model Logistic regression Telecom India Sri Lanka and Bangladesh 


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Copyright information

© Springer Nature Singapore Pte Ltd. 2019

Authors and Affiliations

  1. 1.ABV-Indian Institute of Information Technology and Management, GwaliorGwaliorIndia
  2. 2.Indian Institute of Technology DelhiNew DelhiIndia

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