Service Quality in the Telecommunication Industry: Analysis with Special Reference to DSL Services

Authors

  •   S. Rajeswari PhD Scholar, Department of International Business, Pondicherry University, Puducherry
  •   Yarlagadda Srinivasulu Associate Professor, Department of International Business, Pondicherry University, Puducherry
  •   S. Thiyagarajan Assistant Professor, Department of International Business, Pondicherry University, Puducherry

DOI:

https://doi.org/10.17010/ijom/2016/v46/i2/87245

Keywords:

Broadband

, Performance, Service Quality, Telecommunication

Paper Submission Date

, March 15, 2015, Paper sent back for Revision, August 9, Paper Acceptance Date, December 28, 2015.

Abstract

The research study was conducted to analyze the service quality in the telecommunication sector because in the present intensive broadband market, the survival of wire line telecommunication sector depends on the service quality offered to the end user that serves as a key tool for competition and survival. Though there exist various constructs to measure service quality, the study used performance items of service quality, and survey method was used to collect data from the sample. Based on the analysis, the tiered classification of service quality was represented, which gave a clear scheme for the telecom service providers to identify the service quality attributes that leads to enhancement in their performance in a highly competitive market.

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Published

2016-02-01

How to Cite

Rajeswari, S., Srinivasulu, Y., & Thiyagarajan, S. (2016). Service Quality in the Telecommunication Industry: Analysis with Special Reference to DSL Services. Indian Journal of Marketing, 46(2), 7–21. https://doi.org/10.17010/ijom/2016/v46/i2/87245

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