Utilization of Quality of Service in Basic Wireline Telecom Services for enhancing Consumer Satisfaction in Assam region

This study explores the impact of Quality of Service (QoS) on consumer satisfaction in basic wireline telecom services in Assam, India. The aim of this research is to identify key QoS indicators that influence consumer satisfaction in the region. A qualitative research method is adopted, utilizing secondary data available for public disclosure, including government reports, telecom regulatory authority publications, and consumer feedback from various platforms. The study focuses on understanding how these indicators such as call quality, internet connectivity, customer support response time, and pricing transparency affect the satisfaction levels of consumers in Assam. The findings indicate that call quality and internet reliability are the most critical factors for consumers, followed by effective customer service and pricing fairness. These results highlight the need for telecom providers in Assam to prioritize service improvements in these areas to enhance consumer satisfaction and loyalty. This study offers valuable insights for policy makers and telecom companies to improve service delivery.