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

Sanjay Kumar and Y.V. Satya Kumar

International Journal of Business Excellence, 2013, vol. 6, issue 2, 192-213

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. (search for similar items in EconPapers)
Date: 2013
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