Impact of Service Quality on Customer Satisfaction and Loyalty in the Sector of Telecom Service Provider in Delhi-NCR
Kumar Kuldeep1, Rai, R.S.2, Dugar, Anurag3

1Kuldeep Kumar,is Research Scholar, Amity Business School, Amity University Noida, (Uttar Pradesh), India.
2Dr. R. S. Rai,is Professor, Decision Sciences and Deputy Director, Research Planning and Statistical Services at Amity University (Uttar Pradesh), India.
3Dr. Anurag Dugaris Assistant Professor at Indian, Institute of Management Shillong, (Meghalaya), India.

Manuscript received on 02 June 2019 | Revised Manuscript received on 10 June 2019 | Manuscript published on 30 June 2019 | PP: 2841-2846 | Volume-8 Issue-8, June 2019 | Retrieval Number: H7013068819/19©BEIESP
Open Access | Ethics and Policies | Cite | Mendeley | Indexing and Abstracting
© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (

Abstract: India is home of the biggest telecom growing country with more than 1.20 billion customers. This sector has shown tremendous growth in last decade with a remarkable growth in the number of users and high internet penetration. As a result, the competition has also intensified among various local and international players. It has thus become very important for the telecom industry to fulfill the requirement of its subscribers as well as employees to retain in the market. The present research intended to study how the quality of service will influence on customer satisfaction and loyalty in the Indian telecom providers. The present research has identified and analyze five factors that are tangibility, reliability, responsiveness, assurance and empathy in service quality. For this purpose, 200 customers of four telecom service providers in India were surveyed using a close ended questionnaire, in Delhi-NCR region. The findings of the survey indicated that quality services in telecom industry has not only positive however a very substantial impact on the customer’s satisfaction and loyalty.
Keyword: Customer’s satisfaction, loyalty, Service quality, telecommunication and Delhi-NCR.
Scope of the Article: Service-Centric Software Engineering.