SERVICE QUALITY AND EFFICIENCY IN TELECOMMUNICATIONS OPERATIONS: A CUSTOMER-CENTRIC APPROACH (KEY IJP************317)

• Sivangi Kumari

Abstract

This study explores the critical nexus between service quality, operational efficiency, and customer satisfaction in the telecommunications industry, with a focus on adopting a customer-centric approach. Amidst rapid technological advancements and heightened competition, telecommunications operators face the challenge of delivering superior services while optimizing operational processes. Drawing upon a comprehensive literature review and empirical research, this study examines the factors influencing service quality and efficiency in telecommunications operations. The research methodology encompasses exploratory research methods, including case studies, surveys, and secondary data analysis, to gain insights into industry trends and customer preferences. The findings underscore the significance of aligning business operations with customer needs, preferences, and expectations to enhance service quality and operational efficiency. Key strategies identified include integrating customer feedback mechanisms, personalizing services, and leveraging automation technologies. Moreover, the study highlights the importance of employee empowerment and continuous improvement processes in driving organizational performance. The implications of this research extend to telecommunications industry stakeholders, policymakers, and regulatory bodies, offering actionable insights for enhancing service delivery and operational effectiveness. Ultimately, this study contributes to the body of knowledge on telecommunications management and provides practical recommendations for addressing the evolving challenges in the industry.