To Study the Impact of Service Quality on Customer Loyality in Mobile Telecom at Ernakulam District

The Indian telecommunication industry is all set for growth and is expected to contribute substantially towards the nation’s Gross Domestic Product. Industries and in particular the private players have to concentrate on service quality and customer loyalty to remain competitive. Vodafone-Idea, Airtel, Jio and BSNL currently share the market and competition has become intense with advent of Reliance Jio. Business development actions by leveraging the loyalty of customers are cost effective rather than running around a new customer. Kochi a global city, known as the trading capital of Kerala has been selected to carry research. The SERVQUAL model was adopted to understand customer’s opinion regarding the telecommunication service providers. 50 respondents were contacted by the researcher by way of convenient random sampling as descriptive research design was adopted. There is a tight competition among the telecom operators nowadays and maintaining service quality, Loyalty is a must to boost their number of customers and retain their customers. Hence, the researcher made an attempt to study impact of Service Quality on Customer Loyalty