Abstract:
The aim of the study is to check the customer satisfaction through business process analysis
in all Mobile telecommunication Companies of Pakistan. A major aspect of this research
study is considering the customer a part of the company while providing the right
compensation and evaluation plans to encourage employees to serve the customers better.
In this Research Study, all Mobile Telecommunication Companies are taken as whole
business processes, in order to find the issues, which are required to be analyzed and
improved to achieve customer satisfaction.
For identifying the issues related to the Customer Satisfaction, this research starts from
studying the companies’ business processes which is followed by a survey. A comparison
and analysis is done among the business processes of the companies based on the survey
conducted.
Customer is very important and plays a crucial role in any process of business. The customer
loyalty and customer preferences are built by the quality products and the services offered to
the customers and they seek for the more benefits and worth for the amount they spend. This
study helps to understand customer preferences, the quality aspects and customer satisfaction
level of the Mobile Telecommunication service providers of Pakistan.
The outcome of this study is to check and compare Customer Satisfaction. Also identifying
which mobile company provides best customer satisfaction and finding the major success
drivers of the service and the service provision and maintenance level.
