Abstract

Telecommunication is one of the key support services needed for rapid growth of any developing economy and is one of the fastest developing sectors in India. The contribution of service sector is increasing almost in every economy of world, however, the magnitude of growth of services may be different we can make a general statement- “More developed the economy more is the contribution of service sector in its GDP”. This paper aims at measuring service quality and customer satisfaction at BSNL and also explores relationship between quality of service variables and customer satisfaction. The study was conducted by the authors, on 330 Customers of BSNL. It concludes that customers were found to be reasonably satisfied and the impact of service quality on customer satisfaction is significant. The study shows a need of having efficient monitoring system for better service quality management and marketing information. Keywords: Service, Service quality, Variables, Satisfaction, Marketing Information System.