Evaluating Service Quality in Kerala's Mobile Telecom Sector: A Customer-Centric Analysis

Abstract

This paper explores the concept of service quality within Kerala's mobile telecommunications sector through a review of existing literature and established service quality frameworks. It examines the applicability of models such as SERVQUAL within the specific context of the Kerala market at customer-centric evaluation. The paper synthesizes existing research to identify key service quality dimensions relevant to mobile telecommunications in Kerala and discusses potential implications for telecom operators. This theoretical exploration aims to provide a framework for understanding and improving service quality in this dynamic market. Specifically, the paper identifies and analyzes key service quality dimensions, such as network reliability and customer support that are frequently cited as critical in the mobile telecommunications context. Furthermore, it considers how demographic variables and contextual factors specific to Kerala might influence the perception and evaluation of service quality. By critically evaluating existing models and research, this paper aims to provide a nuanced understanding of the challenges and opportunities for enhancing service quality and fostering customer loyalty within Kerala's dynamic mobile telecommunications landscape.