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@article{174013,
        author = {MD Najre Alam and Ekta Mishra},
        title = {A study on Consumer Buying Decision Process of Telecom sector with reference to India},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {11},
        number = {10},
        pages = {2394-2399},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=174013},
        abstract = {The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia, and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. Five hundred clients in Delhi NCR, India, provided the data. Multiple correlation analysis and the paired sample t-test were used. The study's findings highlight the main areas, such responsiveness and dependability, where there are appreciably large service differences. Customer behaviorsal intentions, such as "Reducing usage with a particular service provider," "Switching to another service provider," and "Complaining to customer service if a problem occurs," have demonstrated a substantial correlation with service quality. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.},
        keywords = {service quality, expectations, perceptions, behavioural intentions, telecom service providers.},
        month = {March},
        }