Journal Press India^®

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With liberalization and subsequent de-monopolization in the telecom service segment in India, the development of the telecom sector has experienced a major transformation in terms of its growth, technological content, and market structure. As the market scenario changed from that of single­ player to multi-players, the expectations of the customers have also increased, since they not only have luxuries of choices but also have enough freedom to enjoy a higher bargaining power and exercise their preferences. To match the expectations of the consumers, the Indian telecom service providers, have become more receptive and responsive to the customers' needs and choices and endeavor to give them greater satisfaction by providing them with a plethora of value additions, apart from the basic service offerings.

Keywords

Customer Satisfaction, Customer loyalty, Customer Relationship Management, Indian telecom Industry.

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