Customer Satisfaction Framework for Telecom Services: Multidimensional Constructs and Demographic Variations

Abstract

In the hyper-competitive post-pandemic Indian telecom landscape, traditional satisfaction models are increasingly inadequate for capturing the complexities of a diverse user base transitioning to 5G. This study proposes a multidimensional framework to investigate the key determinants of customer satisfaction and their demographic contingencies. Using a robust sample of 1,600 subscribers and a dual-stage EFA-CFA methodology, the research identifies five core dimensions: Network Performance, Perceived Value, Customer Support, Service Experience, and Customer Delight. Moving beyond standard linear models, this study employs chi-square analysis to reveal significant demographic asymmetries, proving that gender and age significantly moderate how these constructs drive satisfaction. The findings challenge the "one-size-fits-all" approach and provide a strategic roadmap for operators to personalize service delivery in the 5G era.