Impact of Service Quality Dimensions on Customer Satisfaction: An Empirical Study of Telecom Users in Madhya Pradesh

Author(s)	Hemant Kumar Rawat
Country	India
Abstract	This empirical paper investigates the relationship between service quality and customer satisfaction in the telecom sector of Madhya Pradesh. A structured questionnaire was administered to 200 respondents across Bhopal, Indore, and Gwalior to evaluate key service quality dimensions including network reliability, customer care, pricing transparency, and value-added services. The results indicate that network quality and customer care responsiveness are the strongest predictors of satisfaction, while pricing plays a moderate role. The study provides practical recommendations for telecom operators to enhance service quality and foster customer loyalty in a competitive environment.
Keywords	Service quality, customer satisfaction, telecom sector, Madhya Pradesh, SERVQUAL, loyalty.
Published In	Volume 7, Issue 2, March-April 2026
Published On	2026-04-08

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