The purpose of this research project is to identify the factors affecting repeating customer complaints in Sri Lanka Telecom PLC (SLT), Biyagama OPMC area and suggest strategies to minimize repeating customer complaints and improve customer satisfaction. After analyzing all customer complaints in 2021, it was identified that an average of 23.62% of customer complaints were repeated within a month. The most contributed cause of issue categories were identified with 80:20 Pareto analysis causing repeated customer complaints. Research questions and objectives were defined based on the identified factors affecting repeating customer complaints with the aid of literature reviews. The conceptual framework was constructed and old cable network, poor surge protection, staff knowledge gap, poor field staff supervision and customer unawareness were defined as independent variables and repeating customer complaints was defined as the dependent variable. A questionnaire was prepared based on those variables and distributed among OPMC Biyagama staff. OPMC Biyagama technical staff is considered as the total population and sample also the same. Correlation analysis and simple regression analysis were conducted to check the relationship and impact between each independent variable and dependent variable. Defined hypotheses were tested with conducted analyses and all the independent variables are accepted. Finally, all the identified factors defined as independent variables are positively impact on repeating customer complaints in OPMC Biyagama area. Proposed to expand this research project to all OPMCs in SLT as future research.
