Customer’s Perception and Expectations from Telecom Service Providers in India

Entry of Reliance-Jio in telecom sector has changed the market dynamics completely. Earlier there were only few options available with the customers in the form of Idea, Vodafone, Bharti Airtel, BSNL and other Small players operating in few selected territories only. Competition has become intense as it is very much difficult for the telecom players to retain the customers. In present time companies may survive if they are able to provide quality service to customers. However service quality in telecom industry has so many dimensions and different authors have tried to elaborate it over the period of time. The paper “Customer’s perception and expectations from Telecom service providers in India” attempts to summarise the work done by various authors to define and measure service quality in Telecom industry in terms of various models and its application. The paper concludes that there is still a huge scope for identifying various dimensions of service quality in telecom industry. This implies that telecom companies will have to focus on customer expectations and perceptions about service quality.