Published Paper Details:

This research conducts an exploration into the service quality of telecom service providers, aiming to discern the critical determinants of customer satisfaction in this dynamic industry. The study focuses on key dimensions, including network coverage, customer support, affordability, and technological advancements. The researcher has employed the primary method of data collection through questionnaire which was distributed among individuals using the telecom services. A total of 150 responses were collected and the findings reveal specific areas for improvement, highlighting the significance of efficient issue resolution, proactive communication, and sustainable practices in enhancing service quality. The research tools used to analyse the data were percentage analysis, chi-square and anova. The research positions itself as a strategic guide for telecom providers seeking to navigate the evolving landscape by prioritizing customer-centric approaches. Ultimately, this research contributes valuable insights to the telecommunications sector, fostering a deeper understanding of the multifaceted elements that constitute superior service quality and providing a roadmap for providers to deliver exceptional services while maintaining a competitive edge in the market.