Authors: K. Beema Rao
Abstract: The present study examines the level of customer satisfaction towards The Hindu Newspaper – Tamil Edition among readers in Tiruchirappalli City. In the contemporary media environment, where digital platforms and regional newspapers compete intensely for readership, understanding customer satisfaction has become essential for sustaining and enhancing reader loyalty. The study identifies the key factors influencing satisfaction, such as quality of content, clarity of language, accuracy of news, editorial relevance, layout and design, pricing, and delivery services. Primary data were collected through a structured questionnaire administered to selected respondents using a simple random sampling technique. The collected data were analysed using statistical tools such as percentage analysis, mean score analysis, Likert scale ranking, and factor analysis. The findings reveal the overall level of customer satisfaction and identify the major determinants influencing readers’ perceptions. The study provides valuable insights for the management of The Hindu to improve service quality and strengthen its competitive position. The paper concludes with suitable suggestions to enhance customer satisfaction and long-term readership engagement for the Tamil edition.
DOI: https://doi.org/10.5281/zenodo.18151867
