Cluster analysis of Customers in Telecom Industry towards recommendations of TRAI

The Indian telecom sector has grown enormously in last few years. The number of players as well as the level of competition is continuously increasing. The regulators are frequently coming up with new regulations and policies. Hence, now it has become necessary to understand the TRAIs Recommendations for customers „satisfaction and provide the best of the services to them. This is not important for attracting new customers but also helps in retaining them. The service providers are required to examine the customer satisfaction for Indian telecommunication sector. The telecommunication industry being a service oriented industry has to sustain on the TRAIs recommendations in lieu of the consumer protection, mobile number portability, unwanted commercial communication, complaint redressal system, telecommunication tariff, quality of customer service& billing accuracy. The survival and growth of a telecom service provider not only depend upon its ability to provide qualitative services to its customers on a sustained basis, but in building a long-term mutually beneficial and trust-worthy relationship with its customers. The operational and service aspects of the telecommunication service providers have witnessed significant changing owing to the innovations of science and technology and computer revolution. In this study cluster analysis was applied to measure the loadings of the seven recommendations of TRAI.