An Empirical Study to Measure Customer Experience for Telecom Operators in Indian Telecom Industry

Menachem Domb, Joshi Sujata, Bhatia Sanjay, Roy Arindam, Saini Jypti


as Indian Telecom industry matures itself, service providers understand the essence of Customer Experience as the prime differentiator towards business success. This paper will provide a rundown of the extant literature on customer experience studies done in Telecom industry. This research paper also attempts to identify the determinants of Customer Experience for Telecom operators in Indian Telecom industry. Also this research paper defines a yardstick called ACEI score to quantify customer experience in telecom industry


Customer Experience, ACEI Score, Customer Behavior

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