A Study of Customer Apprehension for Service Quality in Telecom Services in Kota, Rajasthan (With Special Reference to Airtel and BSNL)

The research was piloted to examine the service quality in the telecom sector as in the prevailing vigorous broadband market, the prolongation of wireline telecom sector banks on the service quality concentrated to the customer that gratifies as a key tool for contention. Though there transpire copious paradigms to scale service quality, the research puts into action performance objects of service quality, and surveying tool was used to gather data from the sample. For this study, the researcher has taken Kota region in Rajasthan in order to comprehend the customer apprehension for Quality in Services with reference to Airtel and BSNL. Grounded on the exploration, the tiered cataloging of service quality was demonstrated, which rendered an immaculate scheme for the telecom service providers to spot the service quality characters that results in amplification in their performance in an astonishingly competitive marketplace