Factors Determining the Service Quality in Telecom Sector: An Empirical Study

Abstract

Throughout the years, the telecommunications industry has grown significantly, with service quality being an important component in customer retention and loyalty. The purpose of this empirical study is to discover the elements that influence service quality in the telecom sector. Data on service quality factors such as dependability, assurance, tangibles, empathy, and responsiveness were collected using a standardised questionnaire. The acquired data was evaluated statistically using descriptive and inferential approaches. According to the research, the most important criteria determining service quality in the telecom business are reliability, assurance, and responsiveness. The effects of tangibles and empathy on service quality were determined to be moderate. The study's findings can help telecom firms improve service quality while also increasing customer happiness, retention, and loyalty.