IJSRP, Volume 9, Issue 2, February 2019 Edition [ISSN 2250-3153]
Telecommunication has become extremely competitive in today’s world. Therefore service organization cannot survive successfully without delivering high quality service. In the context of relationship marketing, service quality and customer satisfaction is often viewed as a central determinant of customer retention. According to some studies, acquiring new customers is calculated as being five times more costly than the expenses of retaining an existing customer (Hurley, 2004; Reichheld & Kenny, 1990). In the long run building and maintaining a successful long term relationship as well as survival in today’s competitive marketplace demands the delivery of quality service to customers.