Published Paper Details:

Telecommunication industry in India is booming especially the cellular mobile and smartphones market. The era of liberalisation and privatisation opened up the Telecom sector in India two decades back. The monopoly of BNSL ended and private service providers entered the fray. The story has come a long way and currently broadband and 4G have become a basic necessity and smartphones an obsession. Telecom scenario has witnessed expansions as well as takeovers and the number of operators differs across the Telecom circles. Mobile number portability has also largely changed the subscriber count and telecom operators are facing the heat to retain their customers. The current scenario warrants a satisfying experience and service providers face stiff competition on this account. Research was undertaken to ascertain the satisfaction levels with telecom experience in the cellular mobile sector. The post-paid subscriber perceptions about antecedents of satisfaction with telecom experience like service quality, service delivery, support services, perceived value, cost and trust were ascertained. The satisfaction levels of subscribers were also gauged. 328 Telecom post-paid subscribers from all five telecom service providers registered in Tamilnadu Telecom circle were surveyed. This paper presents the regression analysis and the extent of impact of variables.