Abstract

The telecommunication sector in India has rapidly grown with the up gradation in technology. This growth in the telecom sector has led to an increase in customers switching service providers. Customer switching behavior has become the key factor influencing the market trends. Previous research was largely done on factors that influence customers to switch service providers, basically based on calling services and talk time. But now, with the upgrading of technology, internet services like 5G and 4G are more attractive to the customer and have become a basic need of the customer. The present paper will mainly focus on new 5G and 4G services with attractive offers of new streaming channels. Primary data will be collected in the form of a questionnaire by Google Forms. The respondents will be in the age group of 18 to 45 and residents of Indore. The model of Keaveney (1995) is used, which found eight factors that contribute to service switching, i.e., pricing issues, inconvenience, core service failure, service encounter failure, response to service failure, ethics, competition, and involuntary switching. This work will provide advanced knowledge of customer switching behavior in the advanced world of technology. This research will help decision makers to understand the advanced telecommunication sector.