Paper Title :Service Quality and Customer Behavior Intentions in Indian Telecom Sector

Author :Pankaj Sharma

Article Citation :Pankaj Sharma , (2017 ) " Service Quality and Customer Behavior Intentions in Indian Telecom Sector " , International Journal of Management and Applied Science (IJMAS) , pp. 46-49, Volume-3,Issue-10

Abstract : The intent of this paper is to examine the customer expectation and perceptions of service quality delivery and then examine the relationship between service quality and customer behavioural intentions in the Indian telecom service sector. In telecom service sector customers are more and more demanding better service quality or else switching over to other better service provider. To sustain these customers these service providers are struggling to make sure what customers perceive and anticipating that they are responding to their strategies. This study will add to service quality research by examining whether high service quality ratings lead to positive behavior intentions to continue a business relationship and will focus on Indian telecom sector where presently they are facing intense competition. Further, this study will also enable service providers to identify key service quality indicators leading to strong future intentions and useful for operational service quality managers and to academics investigating the reliability and value of service quality comparison tools.

Type : Research paper

Published : Volume-3,Issue-10

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