AN EMPIRICAL STUDY ON SERVICE DELIVERY EFFICIENCY AND PERFORMANCE EVALUATION OF PUBLIC AND PRIVATE TELECOMMUNICATION PROVIDERS IN VELLORE DISTRICT

Abstract

This empirical study investigates the service delivery efficiency and performance evaluation of public and private telecommunication providers in Vellore District. As telecom services become essential to digital life, user expectations around speed, reliability, and responsiveness continue to grow. The study collected primary data from 150 respondents across urban and rural areas to assess perceptions of network coverage, data speed, customer support, pricing, and digital tools. Results show that while private providers excel in network reliability, data speed, and digital platforms, public providers maintain an advantage in affordability and rural access. Statistically significant findings highlight the role of mobile apps and customer care in enhancing service efficiency. However, lower overall satisfaction scores indicate a performance gap between specific service attributes and the holistic user experience. The study emphasizes the need for modernized infrastructure, better real-time communication, and user-centric strategies to ensure equitable, efficient, and integrated telecom service delivery in the region.