Wireless Telephone Services in India- An Appraisal of Service Quality Dr. Dhanda Ramesh Lal1, Ms. Jain Ritu2 1Principal, DAV College, Cheeka, District Kaithal, Haryana, India 2Research Scholar, School of Management, Singhania University, Rajasthan, India Online published on 27 June, 2013. Abstract The Indian telecommunication industry is one of the world's fastest growing industries. It is also the second largest telecommunication network in the world in terms of number of wireless connections after China. The first National Telecom Policy was announced by the Government in 1994 (NTP-94) with the objectives of providing telephone on demand, provision of world class services at reasonable prices and universal availability of basic telecom services to all villages. NTP-1994 recognized that the required resources for achieving these targets could not be made available only out of Government sources and private investment and involvement of the private sector was required to bridge the large resource gap. Entry of private sector payers in telecommunication sector has introduced the concept of service quality to the service providers as well as the subscribers. The present article is an attempt to make an assessment of service quality for the wireless telephone services in respect of selected telecom service providers with the help of service quality parameters based on SERVOQUAL Model. Top Keywords Telecommunication, Wireless Telephone, Quality of Service, Tangibility, Reliability, Empathy. Top |