A STUDY IN ANALYSING THE KEY FACTORS INFLUENCING THE CUSTOMER LOYALTY AMONG CELL PHONE USERS IN BENGALURU CITY

Abstract

The purpose of this research project is to investigate the intricate dynamics of customer loyalty in the mobile phone sector in Bengaluru, India. Through the use of a comprehensive research method that incorporates surveys and statistical analysis,
the study attempts to find and examine the primary factors that lead to consumer loyalty in this specific urban context. The research underscores the significance of customer loyalty as an essential component in an organization's ability to achieve success, particularly in the highly competitive market for telecommunications services. The article provides a comprehensive analysis of a variety of factors that have the potential to influence customer loyalty. These factors include product quality, pricing, customer service, and brand image. Through the use of statistical methods such as regression analysis, the study tries to ascertain the relative relevance of each component and the effect that it has on the loyalty of customers. A detailed examination of consumer preferences and behaviours is going to be carried out by the researchers with the intention of providing substantial insights for mobile phone providers that are functioning in Bengaluru. One of the most significant aspects of the study is that it focuses on a specific geographical region, namely Bengaluru. This contributes to the enhancement of the research by taking into consideration the many socio-cultural and economic characteristics that are prevalent in this metropolitan location. As a result, the study is provided with additional depth and context. By
concentrating the inquiry on a particular city, the study not only enhances the relevance of its findings but also makes it possible to get a more in-depth understanding of the behaviour of consumers within a certain geographic region. Despite the fact that it offers a substantial amount of information about the factors that influence customer loyalty among mobile phone users in Bengaluru, the paper does have a few shortcomings. It is possible that the technique used in the research, despite its strength, does not take into account some intangible characteristics that may potentially have an effect on customer loyalty. These aspects include emotional
connection and opinion of the brand. In addition, the fact that the research relied on data acquired via self-reported surveys raises issues about the potential for biases and inaccuracies that are inherent in methods of this kind.