Factor Affecting Customer Satisfaction in Telecommunication Industry

This research analyzes factors affecting customer satisfaction in Pakistan's telecommunication industry, comparing Mobilink and Zong. Data from 200 university students examined four independent variables: extent of local calls to other networks, value-added services, service reliability, and overall usage revenue per minute. Using quantitative analysis through SPSS and multiple linear regression, the study identifies which factors most significantly influence customer satisfaction and market share positioning. Findings provide strategic recommendations for telecom companies to improve service delivery and customer retention.