A Study of Customer Satisfaction on Telecom

After two decades of formulation of the National Telecom Policy (NTP) in 1999 The Indian telecom industry is passing through complex times. The mobile phone has transformed into a persuasive medium to deliver information services spanning various usage areas such as governance, commerce, agriculture, education and health. Standing tall by being the second-largest tele communications market in the world next to China, the industry has now billion plus subscribers. Comprising of major sectors like telephony, internet and broadcasting the industry is contributing significantly in country?s GDP and job growth. Lowest tariffs, Mobile portability and various services have resulted in a dynamic and hyper competitive market. With a ferocious battle taking place between the established biggies and the new entrants the study aims to provide a better understanding and analyze the gap in service quality of Telecom sector in terms of customers? expectations and perceptions using the SERVQUAL and other models.