Empirical Assessment of the Impact of Demographic Variables on Relationship Quality in Telecom Sector

Abstract

The purpose of this study is to understand the association between Relationship Quality and demo graphic variables in the mobile telecommunication services industry in India. This study is conducted on Telecom industry since it has a major contribution in the service economy. The study examines the impact of various demographic characteristics of the customers on Relationship Quality within mobile telecommunication sector in the Meerut city of W (UP). Relationship quality is constructed with two dimensions namely Satisfaction and Trust. The findings reveal that different demographic variables have different impacts on Relationship Quality.