Perception Of Service Quality Impacting Technical Quality And Overall Customer Satisfaction With Mobile Network Services In Erode District

Abstract

In this era of sophisticated communications and technologies of the various mobile network service providers in India, by and large, the majority of the people have chosen Airtel, Jio, Vodafone/Idea or BSNL. Both developed and developing nations' economies heavily rely on telecommunication service providers. At 1.17 billion users (wireless + wire line subscribers) as of August 2022, India has the second-largest telecom industry worldwide. Overall, India has a tela-density of 85.15 percent, with tela-densities in 58.44 percent of the rural market, which is largely untapped, and 134.71% of the urban market. It puts enough pressure on mobile service providers to put all of their resources and efforts into meeting and, ideally, exceeding customers' expectations. Naturally, this makes it difficult to attract people to them; therefore, the only way to accomplish this is to make high-quality services easily accessible. to determine how Erode's mobile network service satisfaction and technical quality are affected by customer perceptions of service quality. Non-probability sampling is used in the study, with thirty-six (306) respondents chosen as samples. The review utilizes measurable techniques like Elucidating Measurements, Corroborative Element Investigation, and Primary Condition Demonstrating. The outcomes demonstrate that the telecom service providers are adhering to the specifications; Nonetheless, new development strategies can be planned to increase customer satisfaction.

The telecom industry's rapid expansion over the past few years has been aided by competitive prices, increased accessibility, the introduction of Mobile Number Portability (MNP), expanding 3G and 4G coverage, shifting subscriber consumption patterns, government initiatives to increase India's domestic telecom manufacturing capacity, and a supportive regulatory environment.