Service Quality Analysis of Mobile Communication: A Comparative Study Between BSNL and Private Service Providers

Mobile service is used by different section of the people. The opinion of the different groups of mobile phone users varies according to their experience, perception, family and social background. Therefore, ascertaining the opinion of all groups of customer is imperative. Through this paper an attempt has been made to study the quality of mobile communication services extended by BSNL and other service providers in Nagaland by analyzing customers’ preference and satisfaction. The overall objective of this study is to evaluate the service quality of mobile communication extended by BSNL and others. The study is based on primary data obtained by conducting field survey. Likert Type-5 Points Scale has been constructed to measure the level of satisfaction of each customer respondent.

The study reveals that majority of the respondents prefer private services to BSNL service and the overall satisfaction level of the respondents are relatively more with private services as compared to BSNL service.