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Telecommunication is pivotal to a country s socioeconomic growth as it brings overall progress of all segments of the country through a rapid revolution in the realm of information technology which is a prerequisite for promoting equitable and sustainable development as well as political and social cohesion. Increasing connectivity is highly instrumental in improving governance, business communication, and security of the nation, response to emergencies and in the overall strengthening of the socio-cultural ethos of the country. Considering that in the past two decades, Indian telecom industry has come a long way from a monopoly market to highly competitive market with the arrival of new generation tech-savvy private companies and experienced MNCs, delivering consistent superior service quality is of utmost important for enjoying a sustainable competitive advantage. The study enriches the reader by providing valuable consumer insights into perception towards telecom service quality and by highlighting key trends of various telecom services provided by BSNL and RCOM.

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Dr. Pankaj Jain, is in management education from last 8 years teaching various marketing courses to under-graduate and post-graduate students. He is an Alumnus (FDP) of IIM - Ahmedabad and holds an MBA with dual specialization in Marketing & Finance from Kanpur University. His area of research includes Consumer Behavior and Marketing of Services.

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