Consumer's Perception of Service Quality in the Telecommunication Sector

Abstract

This study focuses on the consumer perception of the service quality in the telecommunication sector. It provides understanding of how consumers evaluate the performance of the network providers and how their preferences affect customer satisfaction and loyalty. This project explains the key dimensions of the service quality including empathy, assurance, reliability, responsiveness and tangibility, by using the SERVQUAL model as the theoretical framework. A comparison between the major players in the telecommunication sector including PTCL, Nayatel and StormFiber is provided in this study as well. The significant differences in the service delivery and quality are shown which highlights the areas that require improvements such as internet speed, customer support and complaints resolution. The new entrants such as Nayatel and StormFiber are gaining immense popularity in the market due to their innovation and customer-centric strategies while on the other hand PTCL is criticized for being unresponsive and using outdated infrastructure. This project offers actionable and practical recommendations for PTCL in order to enhance its service quality and reposition itself in this highly competitive market.