Title: Evaluation of comparative performance of telecom service providers in India using TOPSIS and AHP

Authors: Sanjay Kumar; Y.V. Satya Kumar

Addresses: Department of Mechanical Engineering, Galgotias College of Engineering and Technology, Greater NOIDA – 201 306, India ' Department of Mechanical and Automobile Engineering, School of Engineering and Technology, Sharda University, Greater NOIDA – 201306, India

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.

Keywords: telecom service providers; TSPs; telecommunications industry; India; TOPSIS; AHP; analytical hierarchy process; quality of service; QoS; TRAI; comparative performance; performance evaluation; service provider selection; service performance; technical performance.

DOI: 10.1504/IJBEX.2013.052479

International Journal of Business Excellence, 2013 Vol.6 No.2, pp.192 - 213

Published online: 30 Oct 2013 *

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