Abstract
The purpose of this study is to develop a performance model for telecom service providers to evaluate their performance in the telecom service market using non-financial indicators such as customer perceived network quality, service quality perception, customer care services, customer satisfaction and overall brand equity. Structural equation modelling was used to analyse the data collected from respondents of Karnataka telecom circle. The main findings of the study indicate that customer satisfaction, customer perceived network quality, service quality perception and customer care services positively influences performance of the telecom service market. There are few related studies with the non-financial indicators and their influences on the performance of telecom industry. In this paper, attention is paid to construct a performance measurement model using non-financial performance measures in the Indian telecom service market. This study offers insights for telecom service providers to understand the non-financial determinants of performance.
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