30, October 2026

An empirical assessment of 5g network quality, customer experience and satisfaction

VOLUME-12; ISSUE-10; OCT-2026

Author(s): 1.Parthasaradhy. T, 2.K. Kishor , 3.V. Deepa, 4.T. Neeraja

Authors Affiliations:

1Department of Management studies, Sri Venkateshwaraa College of Engineering and Technology,  Puducherry, India.

2Department of Electronics and Communications Engineering, Sri Venkateshwaraa College of Engineering and Technology, Puducherry, India.

3Department of Electronics and Communications Engineering, Sri Venkateshwaraa College of Engineering and Technology, Puducherry, India.

4Department of Electronics and Communications Engineering, Sri Venkateshwaraa College of Engineering and Technology, Puducherry, India.

DOIs:10.2015/IJIRMF/202610006     |     Paper ID: IJIRMF202610006


Abstract
Keywords
Cite this Article/Paper as
References

Abstract - The rapid adoption of fifth-generation (5G) mobile technology has transformed mobile communication by offering higher data speeds, improved connectivity, lower latency, and enhanced network capabilities. Customer satisfaction has become an important indicator of the successful adoption and continued use of 5G mobile networks. This study examines customer satisfaction with 5G mobile networks by assessing respondents’ perceptions of network speed, connectivity, voice-call quality, signal strength, service quality, pricing, value for money, problem resolution, professional usefulness, and willingness to continue and recommend their current service provider. A quantitative research design was adopted for this study and data were collected from 138 respondents using a structured questionnaire. Descriptive statistics, one-way ANOVA, and Pearson Chi-Square tests were used to analyse the data and examine the relationships and variables between consumer demographics and their perceptions of 5G technology. The findings indicate that gender significantly influences perceptions of several aspects of 5G service performance, including network stability, voice-call quality, signal strength, value, and intention to continue and recommend the service provider. Significant associations were also observed between educational qualification and perception of 5G pricing, occupation and perceived signal strength, place of residence and perceptions of innovative 5G features, and primary purpose of 5G usage and perceived improvement in service quality. However, duration of 5G usage was not significantly associated with perceived value for money. Overall, the study highlights that customer satisfaction with 5G networks is influenced by both service-related factors and selected demographic characteristics.

Keywords - fifth generation, mobile networks, perception, satisfaction and technology

Parthasaradhy. T, K. Kishor , V. Deepa, T. Neeraja (2026); An empirical assessment of 5g network quality, customer experience and satisfaction, International Journal for Innovative Research in Multidisciplinary Field, ISSN(O): 2455-0620, Vol-12, Issue-10, Available on –   https://www.ijirmf.com/

References

  1. Bhale, U. A., Banerjee, S., Joshi, P., Kalshetti, P., & Ray, S. (2026). Customer satisfaction framework for telecom services: Multidimensional constructs and demographic variations. MSW Management Journal, 36(1), 492–509. https://doi.org/10.7492/rw23b147
  2. Czajkowski, M., Zawadzki, W., Bernatek, G., & Sobolewski, M. (2024). Assessing the substitutability of mobile and fixed internet: The impact of 5G services on consumer valuation and price elasticity. Telecommunications Policy, 48(10), 102869. https://doi.org/10.1016/j.telpol.2024.102869.
  3. Fahrillah, A. A., Suroso, A. I., & Yuliati, L. N. (2024). Factors affecting purchase intention 5G smartphone in Indonesia using the extended TPB approach. Jurnal Aplikasi Manajemen, 22(2), 492–508. https://doi.org/10.21776/ub.jam.2024.022.02.14
  4. Gandhi, A., & Shah, S. (2024). Customer Perception on the Impact of 5G Technology based Smartphones. Sachetas, 3(3), 43-55.
  5. Lu, H., & Huang, S. (2024). Assessing the key factors influencing 4G users’ intentions to upgrade to 5G networks. Technology in Society, 81, 102810. https://doi.org/10.1016/j.techsoc.2024.102810
  6. Mitra, R. N., & Agrawal, D. P. (2015). 5G mobile technology: A survey. ICT Express, 1(3), 132–137. https://doi.org/10.1016/j.icte.2016.01.003
  7. Rehman, A. U., Mahmood, I., Kamran, M., Sanaullah, M., Ijaz, A., Ali, J., & Ali, M. (2022). Enhancement in Quality-of-Services using 5G cellular network using resource reservation protocol. Physical Communication, 55, 101907. https://doi.org/10.1016/j.phycom.2022.101907
  8. Whalley, J., & Curwen, P. (2023). Creating value from 5G: The challenge for mobile operators. Telecommunications Policy, 48(2), 102647. https://doi.org/10.1016/j.telpol.2023.102647.

 

 

 

Views: 37

Download Full Paper

Download PDF No. of Downloads:3 | No. of Views: 28