The dimensions of technology-led, business model-led, and services or product-led disruptions are well established. However, scant literature considers regulatory actions and assesses their disruptiveness. Using the definition of disruption from Kilkki et al. [ 2018 ], this paper proposes a “Disruption Assessment Framework” for assessing the disruptiveness of regulation. The “Disruption Assessment Framework” considers measures related to redesigning of survival strategies of existing agents and the percentage of the agents in an ecosystem that are disrupted. Using the Disruption Assessment Framework, the authors analyze the disruptiveness of four key regulatory actions from the telecommunications industry in India. The creation of TRAI, the introduction of Calling Party Pay, the permission to use Wireless in a local loop, and the issuance of a 2G license in 2008 are found disruptive. The study reveals that regulatory actions can be disruptive and may negatively impact the market, unlike technology-based innovations. Contrary to regulatory objectives, disruptions due to regulations may impact market and consumer welfare negatively. This paper is a novel attempt to analyze the disruptiveness of regulatory initiatives taken in the telecommunications industry in India. Findings from this study can be incorporated into the regulatory impact analysis and regulatory consultation process to identify risk from regulatory disruption ex-ante.

The aspiration of this paper is to examine the impact of corporate social responsibility (CSR) and service quality on customer loyalty and their relationship in the Indian telecommunication industry. A model was proposed and a total of 377 responses were collected using a structured questionnaire. Data were assessed and analyzed using PLS SEM. Multi-group analysis (MGA) was carried out to comprehend the moderating effect of gender, age, education, and income within the model. The results suggest that CSR does not have a direct impact on customer loyalty (CL), but there is an indirect effect when it is mediated through customer satisfaction (CS) and trust (Tr). Service quality (SQ) was found to have a direct impact on CL and while it is also mediated through CS. The results of the MGA revealed that customer satisfaction increases commitment towards customer loyalty and trust among male users. This study highlights that the modern customers are knowledgeable, more aware, and value companies which are focused on CSR activities.

Enhancing customer loyalty has become a significant concern for several organisations due to the increased competition in the industries. The Indian Telecommunication Industry has experienced a major shift after the launch of Reliance JIO. Many customers have been attracted to Reliance JIO, but it is important for this company to transform the existing customers into loyal customers. The objective of the research is to identify the factors that may increase the brand loyalty of the customer in this industry. To reach this objective the following tasks were set: (1) to research scientific literature on customer loyalty, in general, and in the sphere of telecommunications, in particular; (2) to work out research methodology; (3) to carry out empirical research and discuss results. The research question: What are the factors that can enhance the customer loyalty in the telecommunication industry? Data is collected via customer survey (n=250) and processed by SPSS. The main result of the research lies in the developed customer loyalty framework for telecommunication companies. Practical significance of results lies in recommendations how to enhance customer loyalty towards Reliance Jio Infocomm, Ltd.

Despite an increased focus on digital transformation, the telecommunication industry has, thus far, seen limited success regarding the effective transformation of its constituent organisations, both globally and in India. Indian telecommunication service providers (TSP) in particular face tremendous pressure to transform successfully in order to leverage the benefits of digital transformation and meet the current business challenges. This research proposes factors from internal organizational perspective that are essential for the successful transformation. This study has developed a research framework grounded in multiple theories (Resource Based View, Dynamic Capabilities and Disruptive Innovation) and based on detailed literature review. The research model was tested using responses from a robust sample of 294 domain experts in the Indian telecommunications industry. Empirical results indicate that Digital Capabilities, Digital Strategy and Corporate Level Data Strategy has strong significance on the successful Business Performance, followed by IT Function Transformation, and Digital Innovation.

In any industry, customer satisfaction is paramount to achieving success, and this is particularly crucial in the telecommunications sector. With profit margins shrinking and the expense of acquiring new customers rising, telecom companies face significant challenges. The accessibility of information and a plethora of service options make it effortless for customers to switch providers. In this intensely competitive environment, telecom providers are constantly innovating to attract, retain, and expand their customer base. Providing top-notch service is vital for both attracting and retaining customers. This paper aims to explore the factors influencing customer churn in the telecom industry.

This article discusses the impact of the COVID-19 pandemic on India's telecommunications industry, including changes in consumer behaviour, market trends, and government policies. It then outlines ten strategies that Indian telecommunications companies can adopt to mitigate the adverse effects of the pandemic and take advantage of potential opportunities for growth and innovation in the industry. These strategies include strengthening digital infrastructure, offering affordable and flexible plans, enhancing customer support services, leveraging technology, diversifying revenue streams, partnering with content providers, offering work-from-home packages, prioritizing network maintenance and upgrades, providing data security and privacy, and engaging with customers through social media.

Service providers in Indian telecommunication industry are now facing lots of challenges for their sustainability in tough competition because of varying wants of customers. Provision of quality service, initiatives of public relationship programmes, and generation of timely customer satisfaction are now of major concerns. In addition to these, positioning a proper brand image in customers’ mindset is equally important. The present study investigates all these factors of service business concerns to know the key determinants of achieving appropriate customer loyalty. Around 214 numbers of cell phone users were surveyed through a structured tested questionnaire in the state of Odisha, India and then all collected responses were analyzed through structural equation models. Study results showed that perception on public relation moderated by brand image has no role in creating customer loyalty. Again, after introduction of brand image as moderator, the impact of service quality on customer satisfaction becomes insignificant. However, customer satisfaction plays a major role in the variation of customer loyalty.

In this article, an effort has been made to unveil the level of customer satisfaction and then to identify various factors in the telecommunication sector in West Bengal and Assam. For the purpose of this study, sample respondents have been chosen through stratified random sampling technique. A survey has been conducted on 377 sample respondents in West Bengal and Assam with the help of the structured questionnaire. The gathered primary data has been analysed with the help of SPSS and Smart PLS 3.2.3 technique. The study found that out of 377 sample respondents, 21 are very satisfied and 210 are satisfied only. Further, the study revealed that service of the organisation and price range of the organisation has positive impact on the customer satisfaction. Organisational competency and organisational efficiency of the organisation has no effect on customer satisfaction it in the telecommunication sector in West Bengal and Assam.

In today’s era, business is Internet-driven that embarked on the evolution of the digital era. We are in the digital age with complete technology-driven activities facilitated by the Internet. This has certainly opened many new options for businesses to plug themselves. A gamut of studies has reported a positive influence of print media marketing on business. However, this study examines the effectiveness of print media marketing in today’s highly competitive digital era for the Indian telecommunication industry. A model was proposed to gauge the effectiveness of print media on customer retention for the telecom industry. The study was conducted with 200 customers from various telecom service providers, using a survey questionnaire which was administered to them. Research findings indicate that the migration to online sources is inevitable although print media has not become obsolete. It is also revealed that the print media alone is not effective and hence is unable to retain the consumers. The integration of print media marketing with digital and social media marketing is the recommendation of this study. This bundle is often effectively utilized to reinforce awareness and retention. The study also presents implications, limitations and future research direction within the context.

Different sources of risk factors can occur in sustainable supply chain management due to its complex nature. The telecommunication service firm cannot implement multiple improvement practices altogether to overcome the risk factors with limited resources. The industries should evaluate the relationship between risk factors and explore the determinants of improvement measures. The purpose of the present study is to identify and analyze critical risk factors (CRFs) for enhancing sustainable supply chain management practices in the Indian telecommunication industry using interpretive structural modelling (ISM). Risk factors are identified through a literature survey, and then with the help of experts, nine CRFs are identified using a fuzzy Delphi method (FDM). The relationship among these CRFs has been analyzed using ISM, and the driving and the dependence power of those CRFs are analyzed. Results indicate that both “government policies (laws and regulations)” and “the impact of rapid change in technology” are independent or key factors that affect the sustainability of the telecommunications supply chain. In addition, results provide significant managerial implications, including enhanced sustainability, and the government should build justice, fairness, open laws, certainties, and regulations to prevent risk in the telecommunications industry supply chain; service providers should monitor the rapidly evolving technologies and focus on technical learning and organizational capacity development to overcome the impact of technological changes. The contribution of this study is using a novel approach to establish a hierarchical structural model for an effective understanding of CRFs relationships and to explore decisive risk factors that can help telecom service providers to better plan and design effective improvement strategies to enhance sustainability supply chain management.

Determinants of Customer Satisfaction in the Indian Telecommunication Industry: Study in West Bengal and Assam Region

To Study the Impact of Customer Satisfaction on Customer Loyalty in Mobile Telecom at Ernakulam District

To Study the Impact of Service Quality on Customer Loyality in Mobile Telecom at Ernakulam District

To study the Customer Satisfaction of Jio Telecom at Ernakulam District

Indian telecom industry, the world's fastest growing industry with constant changing technology and intensive competition has led community to signify the vitality of HR. Today, organizations are searching for most competent HR in order to recruit and retain them for the growth of their organization. In the present study, an effort has been made to analyze the HR practices in both public and private sector of Indian telecom Industry and also to study the relationship of HR practices and employee career enhancement. An interview structure has been administered to the sample of 100 employees of BSNL and Airtel in Hyderabad. The study reveals that, BSNL employees are older, low qualified with more experience undergone more technical skills while compared to Airtel, the personnel were younger, highly qualified with less experience and focused both on HR and technical skills. The employees of both the organizations are highly satisfied on career development.

The Telecom Sector of an emergent country like India is mounting after liberalization at a incessant pace and has taken the place of second major network in the world. Main sectors of the Indian telecommunication industry are telephony, Internet and television broadcast Industry in the nation that is in an ongoing procedure of relocating into next generation network, employs a widespread system of modern network fundamentals such as digital telephone exchanges, mobile switching centers, media gateways and signaling gateways at the core, interconnected by an extensive variety of transmission systems with fiber-optics or Microwave radio relay networks. These innovations which are taking place in the given sector and are serving the sector to create as a brand of India in the world. The given learning is examining the influence of these innovations in the telecom sector, which can be evidenced by glancing at the association and consequence of dividend policy on the share prices of particular Indian companies. The companies assumed for study are Reliance Communications, Bharti Airtel, MTNL and Tata Communications.T- Test is used for data analysis using SPSS and MS-EXCEL as a tool.

While the importance of the telecom revolution in India has been recognised, little attention has been paid to the diverse international influences at the firm level. This article addresses this gap by developing a firm-level framework, drawing on the resource-based view, institution-based view and the knowledge-based view of the firm, and by drawing on data related to the various foreign firms’ entry strategies during the pre-liberalisation period (1980–1991) and the liberalisation period (1991–). The article demonstrates that the two periods required foreign firms to have different capabilities to enter the Indian telecom industry. The article also sheds light on the international knowledge-transfer process in the Indian telecommunications industry with a specific focus on the differences between different foreign-country firms.

The Indian telecommunication industry is the world's fastest growing industry with 851.70 million mobile phone subscribers as of June 2011. It is also the second largest telecommunication network in the world in terms of number of wireless connections after China. The industry is expected to reach a size of 344,921 crore by 2012 at a growth rate of over 26 per cent and generate employment opportunities for 2.8 million people directly and for 7 million people indirectly during the same period. In 2008-09 the over all telecom equipments revenue in India stand at Rs.136,833 crore during the fiscal year, as against Rs.115,382 crore in the last fiscal year. The total revenue of Indian telecom services company is likely to exceed Rs. 2,00,000 crore for financial year 2011-12.

The case is focused on the entry of Reliance Jio Infocomm, the telecom subsidiary of Reliance Industries Limited (RIL), the largest business conglomerate in India. Reliance Jio entered the Indian market with an introductory offer with free voice and data services keeping in mind the price-sensitive Indian customers. The already hyper-competitive telecom market of India was bleeding due to excessive price war. The new entrant was further intensifying the price war. The case provides an excellent opportunity to discuss the entry strategies and how should the existing players focus on ensuring their financials done dive south.

This study was carried out to map the internet usage preferences of the educated urban youth in India in relation to a number of parameters that included the types of devices used, types of websites accessed, types of content viewed, and the types of features used. The study focused on the urban educated youth because it is this segment of the population which is not only the driving force of the economy and the market but also the quickest to adopt innovation in technology. The study is significant in view of the changes in the form and content of information available over the Internet as a result of the changes in the Indian telecommunication industry ever since the advent of Internet. The study was based on a sample survey of 300 youth randomly chosen from among the population of 2500 students in Amity University, Gurgaon, Haryana, India. As it is an exploratory study, the data collected from the respondents on the basis of a questionnaire was analyzed with the help of descriptive statistical tools of percentages and averages. The study revealed that the internet usage preferences of educated urban youth in India are largely a function of the technological innovations. Depending on the forms of content supported by the new devices that are making their way into the market, the youth modifies its internet usage preferences. This means that online communicators, including those in the area of marketing communication and the media, need to modify their messages to suit the devices in vogue to reach out to the largest number of youth and web developers need to constantly evolve new software solutions to suit the technological innovations.