Abstract
Telecom sector in India has been undergoing a massive expansion for over two decades in the breadth and choice of services and depth of penetration in urban, semi-urban and rural areas. The aim of this study is to comparatively assess the performance of telecom service providers (TSPs) using a scientific and objective approach for identifying the optimal choice from among the various TSPs operating in Delhi metropolis. The combined approach of AHP-TOPSIS is being applied for the first time to assess the relative service quality performance of major telecom players. The proposed methodology utilises the concept of ideal and anti-ideal solutions and relies on the criteria weights obtained by pair-wise comparisons. The findings of the study would be helpful to different TSPs in relating their technical and service performance to the benchmark and take remedial measures to thrive in a highly competitive environment.
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