A Pyramidal Model of the Indian Telecom Sector a Factual Analysis of Public Sector Unit with Analytical Hierarchy Process

Abstract

The introduction of Foreign Direct Investments (FDI) in Indian telecom sector has resulted in increased competition among the telecom service providers. Accordingly, the service providers have changed their attention from profit earning to customer satisfaction. It has been evident from past research that satisfied customers may help in improving the organization image in the market. The growth of technology has also caused to raise the demand of Quality Telecom Services as a significant factor. Therefore, evaluation of Telecom Service Quality has become a tactical issue; one that is critical to improving the Quality Level. However, in this highly competitive and increasingly saturated market, the telecommunication industry can only gain profit by their satisfied customers by providing high service quality. Understanding the importance of telecom service attributes, Service Quality has been seen as a prime determinant of long-term financial performance. This study highlights such important parameters and explores the various factors that affect service quality. Thus, the main research objective of the study is to discuss the service quality of a Public Sector Unit (PSU) with important service attributes. Apart from the factors recognized by past studies, such as service quality, perceived value, and satisfaction, this study addresses the priorities of the important telecom attributes in respect of the esteemed customers in the Indian Telecom market. newline