Evaluating the impact of service quality on the dynamics of customer satisfaction in the telecommunication industry of Jorhat, Assam

  • Syed Abou Iltaf HussainEmail author
  • Debasish Baruah
  • Bapi Dutta
  • Uttam Kumar Mandal
  • Sankar Prasad Mondal
  • Thuleswar Nath


Service quality acts as an antecedent to customer satisfaction (CS). Evaluation of service quality in an enterprise is vital to improve productivity and increase CS. Usually, it is difficult to rate service quality due to the presence of vagueness in the available information as well as impreciseness in the physical nature of the problem. The comprehensive intention of this paper is to present a robust modified SERVQUAL based multi-criteria decision making (MCDM) method to evaluate the quality of service and its interaction with the dynamics of CS. The proposed evaluation model is a hybrid model, which integrates three popular tools of decision making at the different stage. At first stage, service quality assessment SERVQUAL with the statistical tool has employed to identify appropriate factors affecting the service quality of the telecommunication network. In the next stage, to find the appropriate weight of the different factors in the evaluation process, fuzzy Rasch method is utilized. The final stage involves the selection of the service provider with the most contented customer based on fuzzy MCDM method. Moreover, a new risk minimizing evaluative model is proposed for the study. The strength of the proposed approach is its practical applicability and ability to provide solution under partial or lack of quantitative information. The proposed model is applied for evaluating the service quality of the telecommunication industry of Jorhat, Assam with respect to 256 participants on 15 criteria. Finally, sensitivity analysis is conducted to evaluate the robustness of the proposed approach.


Multi-criteria decision-making Telecommunication service provider selection Customer satisfaction SERVQUAL analysis Statistical analysis Risk minimization 



The authors are very grateful and express their sincere gratitude to the reviewers for giving their valuable time in reviewing the paper. The authors also like to express their sincere gratitude to the editor and chief-editor for providing the opportunity to revise the manuscript.

Compliance with ethical standards

Conflict of interest

The study is taken up as a project for partial fulfillment of Masters of Engineering degree from Jorhat Engineering College, Jorhat, Assam, India. The project is neither partially nor completely funded by any government or private institute to the best of knowledge of the authors.


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Authors and Affiliations

  1. 1.Department of Production EngineeringNational Institute of Technology AgartalaJiraniaIndia
  2. 2.Department of Mechanical EngineeringJorhat Engineering CollegeJorhatIndia
  3. 3.The Logistic Institute-Asia PacificNational University of SingaporeSingaporeSingapore
  4. 4.Department of Natural ScienceMaulana Abul Kalam Azad University of TechnologyHaringhataIndia

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