Mobile Services From Customer Perceptive

This study compares the performance of main network service providers on various parameters which helps service providers to identify areas of improvements & gives customers some concrete basis to make a choice. The scope of this research is limited to Pune & Pimpri chinchwad geographical limit. The research confines the study of mobile services from customer’s Perspective among subscribers covering six mobile service providers. The service parameters covered under study are : Network Coverage, Billing Services, Customer Care, Call drop & Value Added Services. Researcher has prepared the quality metrics using basic service quality parameters considered under study. The ratings as given by customer shows that, Service providers have to do a lot to satisfy the customer and to meet the benchmarks as set by Telecom Regulatory Authority of India. Researcher has suggested a model which indicates the incorporation of the user perception & user expectations in their decision making for delivering the quality services. Perceptions are related to expectations, are dynamic and change over time. Service provider should consider the user expectations & perceptions.