The research is based on the quality of services that are being offered by various mobile service providers and the level of satisfaction that the customers experience. The government launched the mobile phone services and opened it for the private operators 10 years back. With this move of the government, many big and small companies ventured into the business. However, as we move on today, after 10 years, only half of the companies are surviving in the industry. The rate of addition of new subscribers is equalized or balanced by the churning of the customers. According to the Telecom Regulatory Authority of India (TRAI), mobile telephony service providers have failed to meet the set customer satisfaction benchmarks. In an attempt to reduce the churn rate problem, companies constantly try to come up with new ideas and plans to retain their original customers and attract new customers. The objective of the study was to assess the quality of services provided by basic and cellular mobile service providers for assessing the customers' perceptions of the services. The aim of this research was to measure the overall satisfaction of the customers with regard to network availability, billing problems, customer care services, usage, etc.

1. Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 36 (7/8), 811- 828. DOI: 10.1108/03090560210430818
2. Edward, M., & Sahadev, S. (2011). Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics, 23 (3), 327 - 345. DOI: 10.1108/13555851111143240
3. Evanschitzky, H., Sharma, A., & Prykop, C. (2012). The role of the sales employee in securing customer satisfaction. European Journal of Marketing, 46 (3/4), 489 - 508. DOI: 10.1108/03090561211202576
4. Kang, B.S., Cho, C.H., & Baek, J.D. (2007). The effects of service quality on customer satisfaction in case of dissatisfied customers. Asian Journal on Quality, 8 (1), 27 - 39. DOI: 10.1108/15982688200700003
5. Pollack, B.L. (2008). The nature of the service quality and satisfaction relationship: Empirical evidence for the existence of satisfiers and dissatisfiers. Managing Service Quality, 18 (6), 537 - 558. DOI: 10.1108/09604520810920059
6. Rahman, Z., (2004). Developing customer oriented service: A case study. Managing Service Quality, 14 (5), 426 - 435. DOI:10.1108/09604520410558029
7. Robledo, M.A. (2001). Measuring and managing service quality: Integrating customer expectations. Managing Service Quality, 11(1), 22 - 31. DOI: 10.1108/09604520110379472
8. Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22 (3), 330 - 343. DOI: 10.1108/17542731011035550
9. Sureshchandar, G.S., Rajendran, C., & Anantharaman, R.N. (2002). The relationship between service quality and customer satisfaction : A factor specific approach. Journal of Services Marketing, 16 (4), 363 - 379. DOI: 10.1108/08876040210433248