Home  |    Contact Us
  sreeragam2017@gmail.com  |    +91-9746137708
Login   |   Register

Redefine the Service Quality Experience Dimensions of Indian Mobile Network Providers – A conceptual model

Author(s) : Girish M.C., Reji M. A.

Volume & Issue : VOLUME 7 / 2019 , ISSUE 1

Page(s) : 13


Service quality in the telecom industry should be a predictable factor to satisfy the telecom customers. The variables of the study were framed after the review of the literature and it adopted SERVPERF model of service quality statements and QoS (Quality of Service standards) of TRAI (2019). Factor analysis is used to reduce for data reduction and to know the relation and underlying structure of the variables. In telecom industries, the defection is easy by the mobile number portability. The service providers look into innovative practices to attract and retain customers. The present study is conducted to measure the service quality perceptions of customers of the Indian telecom service providers in Kerala. Survey method is used to collect data; stratified random sampling was used to collect from the list of the customers available in the sampling area. The study tries to measure the service quality experiences among the different leading service providers and service quality perceptions of the customers in terms of their demographic factors. The male and female customers do not significantly differ in their satisfaction level in public or private company. Over the time, future of the Telecom industry cannot be predicted, but this study is beneficial to the customers in Kerala, to understand the quality of service providers and they can choose the service providers for better service.


Service quality experience, TRAI QoS, Exploratory Factor analysis, Technical quality, Telecom service provider.


Berry, L. L. (1994). Improving service quality in
America: lessons learned. Academy of
Management Executive, 8 (2): 32-52.
BSNL, Kerala. Manual of Consumer Education
and Prevention of their Grievances.
Thiruvananthapuram: BSNL, Cheif Manager,
Kerala Telecom Circle.
Butt, M. M. (2008). "Measuring Pakistani Mobile
Cellular Customer Satisfaction", Icfaian
Journal of Management Research, Vol. 6,
No. 1, pp.40-50., Vol. 6, No. 1, pp.40-50.
Cronin, J. J. (1992). Measuring service quality: a
reexamination and extension. Journal of
Marketing, 56: 55-68.
DoT. (2019). Annual Report 2018-2019. New Delhi:
Department of Telecommunication, Ministry
of Communication.
E.T. Bureau. (2019, July 4). The Telecom News.
Retrieved October 28th time 11.13 am, 2019,
from The telecom industry's contribution to
GDP is estimated to reach 8.2% by 2020, by
when industry players are also slated to
leverage 5G technologies to connect with
The Economic Times: https://economictimes.
Grönroos, C. (1984). A service quality model and its
marketing implications. European Journal of
Marketing, 18(4):36-44.
Hair, B. a. (2013). Multivariate Data Analysis. In B.
a. Hair, Multivariate Data Analysis Sixth
Edition (pp. 141, Chapter 3, 829,chapter11).
Noida, India: Pearson Education in South
Kotler, P. (2002). Social Marketing: Improving the
quality of life 2nd edition. US: Sage
Palaniappan .G, S. .. (July 2015). Customer
Perception Towards Mobile Services – A
Case Study Of BSNL In Bhavani Town.
International Research Journal of
Engineering and Technology(IRJET), 469-
Parasuraman A, L. L. (1991). Marketing Services:
Competing through Quality. New York: The
Free Press.
Parasuraman, A. Z. (1985). A conceptual model of
service quality and its implications for future
research. Journal of Marketing, 49 (4): 41-
Ramsaran-Fowdar, R. R. (2005). Identifying health
care quality attributes. Journal of Health and
Human Services Administration, Vol. 27, No.
4, pp. 428-443.
Shahin, D. A. (n.d.). SERVQUAL and Model of
Service Quality Gaps: A Framework for
Determining and Prioritizing Critical Factors
in Delivering Quality Services. SERVQUAL
and Model of Service Quality Gaps: A
Framework for http://www.proserv.nu/b/
TRAI Press release . (2019). Press Rlease No
59/2019. New Delhi : TRAI .
TRAI. (2016). Quality of Service parameters. New
Delhi: TRAI.
TRAI. (2018-19). Telecom Annual report 2018-19.
New Delhi: TRAI .
TRAI. (2018). TRAI Annual Reoprt 2017-18. New
Delhi 110002: Mahanagar Doorsanvhar
Bhavan , Jawahar Lal Nehru Marg.
World Population Review. (2019, Oct 10th Oct
Monday ). Retrieved October Monday time
10.30 am, 2019, from worldpopulationreve
iew.com: http://worldpopulationreview.

Contact Us

St.Peter's College
Ernakulam District,
Kerala, India.
Pin: 682 311



Copyright ©2016 St. Peter's College. All Rights Reserved.