IMPACT OF VOICE CALL PERFORMANCE ON CUSTOMER SATISFACTION IN 3G AND 4G MOBILE PHONE SERVICES

Abstract

This study looked at how customer satisfaction with 3G and 4G mobile phone services is affected by the voice call performance. It also looked into the voice call performance values for various 3G and 4G service providers. 518 respondents in Telangana State participated in a questionnaire survey that was used to gather data; 197 of them used 3G, while 321 used 4G services. This study employed the convenience sampling approach and a descriptive research methodology. SPSS version 22.0 was used to perform regression and reliability analysis. The findings showed that voice call performance factors in both 3G and 4G services had an impact on user satisfaction with mobile phone services. Additionally, it was shown that the independent variable (voice call performance) and the dependent variable (customer satisfaction) had a strong positive correlation. Voice call performance affects whether a service provider succeeds or fails in the mobile service sector. While 3G and 4G technology is becoming more and more popular in both established and developing nations, one significant element in developing nations like India is how well 3G and 4G services work during voice calls.