International Research Journal of Engineering and Technology (IRJET)
e-ISSN: 2395-0056
Volume: 12 Issue: 05 | May 2025
p-ISSN: 2395-0072
www.irjet.net
An Empirical Evaluation of Service Quality and Trust in Navi Mumbai's Telecom Sector Ms. Vanita Nital Sabharwal1, (Prof.) Dr. Arvind Kumar2, (Prof.) Dr. Pushpendu Rakshit3 1Research Scholar, Dept.of Electronics and Communication Engineering, Singhania University, Rajasthan, India. 2Research Supervisor, Dept.of Electronics and Communication Engineering, Singhania University, Rajasthan, India. 3Research Co-Supervisor, Director, KCSA, Maharashtra, India.
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Abstract - This study explores the dynamics of service
intensifies, customer satisfaction is no longer driven solely by price or availability but also by the perceived image of the brand and network performance consistency.
quality and customer trust in the context of India’s competitive telecommunications sector, focusing on key service providers in Navi Mumbai. Drawing from a mixed-methods approach, the research evaluates user perceptions, service satisfaction, brand image, and connectivity quality. With 864 consumer responses and insights from industry officials, this empirical study highlights significant variances in how customers perceive and respond to telecom giants such as Reliance Jio, Bharti Airtel, Vodafone Idea, and BSNL. The findings reveal a strong correlation between service performance and customer loyalty, with implications for business sustainability and strategic innovation.
India's telecom industry is highly dynamic, with major players such as Reliance Jio, Bharti Airtel, Vodafone Idea, and BSNL competing on the fronts of service innovation, digital reach, and customer experience. While investments in technology and infrastructure are increasing, customer perceptions—particularly around brand image and network availability—play a defining role in customer satisfaction and retention.
2. LITERATURE REVIEW
Key Words: Telecommunication Services, Service Quality, Customer Satisfaction, Brand Image, Network Availability, Customer Loyalty.
The Cellular Operators Association of India (COAI), which represents Airtel, Vodafone Idea, and Jio, has stated that these measures will help attract high-quality investments.
1. INTRODUCTION
(Ojha, 2007). Rural customers’ innovativeness in mobile telecom services was significantly influenced by product involvement but not by the need for uniqueness (Jasrai, 2016).
India has one of the largest telecom sectors in the world, with more than 1.1 billion people using mobile phones. This industry is very important for the country's growth because it helps people stay connected and supports digital services like online banking, education, and e-commerce. Because there are so many users, telecom companies are competing hard to get new customers and keep their existing ones.
Sinha (2011) says consolidations and acquisitions in the telecom business have developed by significant extents in India since the mid-1990s. Financial changes embraced during the 1990s in India opened up the telecom area which used to be a dominatingly state controlled one.
Navi Mumbai is a growing city with modern infrastructure and a mix of people from different backgrounds. It is a good place to study how people feel about telecom services and what makes them stay loyal to a company. This research looks at how customers in Navi Mumbai view the quality of services provided by top telecom companies. It also studies how much they trust these companies and how that trust affects their decisions—like which company they choose, how often they use the services, and whether they plan to stay with the same provider in the future.
Mishra Arjyolopa, Pradhan Amruta, Bisht Oasis (2018) investigate the post-merger and acquisition dynamics of trusts, as well as integration strategy in the Indian telecom sector, as variables that contribute to a successful merger and its beneficial influence on consumers, market, and company. The TRAI report (2015 & 2019) illustrates that a variety of factors influence the telecom industry's success and that a suitable framework is needed to improve the sector's performance.
The telecommunication sector has emerged as a critical enabler of economic growth, digital transformation, and customer connectivity in urban India. In cities like Navi Mumbai—an evolving socio-economic and commercial hub—telecom services are indispensable for daily communication, business operations, and access to digital platforms. As the competition among service providers
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Parsheera Smriti (2018) reveals that the Indian telecom sectors are entering a new period of development, according to the report.
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