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<p>In today’s competitive telecom sector, customer satisfaction is crucial for retaining and growing the customer base. This study uses the PROMETHEE method, under the Multi-Criteria Decision-Making (MCDM) approach, to evaluate and rank significant service features that affect customer satisfaction. The features included are network coverage, mobile data speed, reliability, call clarity, customer support, billing transparency, and value-added services. Structured survey of 297 respondents was conducted to measure customer preferences in southern part of India. Results show that key network features, such as mobile data speed (0.155769), network coverage (0.107692), and network reliability (0.088462), have the most significant effect on satisfaction. In contrast, features like international roaming (− 0.132692), promotions (− 0.094231), and additional services (− 0.180769) have smaller impact. The study also compares the results with the AHP and TOPSIS methods. This confirmed the strength of the rankings and highlighted PROMETHEE’s advantage in identifying closely related attributes. The study offers practical insights for telecom providers. It emphasizes the need to invest in high-speed networks, expand coverage, improve reliability, and enhance customer support and pricing policies.</p>

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Evaluating telecom service features using PROMETHEE method: an empirical study

  • 期刊论文

  • 发表日期：

    2026年4月9日

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  • S. M. Vadivel,
  • Tom P. Elisha,
  • Rohini Hariharan,
  • R. Yazhini

摘要

In today’s competitive telecom sector, customer satisfaction is crucial for retaining and growing the customer base. This study uses the PROMETHEE method, under the Multi-Criteria Decision-Making (MCDM) approach, to evaluate and rank significant service features that affect customer satisfaction. The features included are network coverage, mobile data speed, reliability, call clarity, customer support, billing transparency, and value-added services. Structured survey of 297 respondents was conducted to measure customer preferences in southern part of India. Results show that key network features, such as mobile data speed (0.155769), network coverage (0.107692), and network reliability (0.088462), have the most significant effect on satisfaction. In contrast, features like international roaming (− 0.132692), promotions (− 0.094231), and additional services (− 0.180769) have smaller impact. The study also compares the results with the AHP and TOPSIS methods. This confirmed the strength of the rankings and highlighted PROMETHEE’s advantage in identifying closely related attributes. The study offers practical insights for telecom providers. It emphasizes the need to invest in high-speed networks, expand coverage, improve reliability, and enhance customer support and pricing policies.