User Issues and Challenges of Telecom Services in Sivagangai District

Abstract

Purpose: This study examines the major issues and challenges faced by telecom service users in Sivagangai District, Tamil Nadu, with particular focus on network reliability, billing transparency, and customer service efficiency. Methodology: The study adopts a descriptive research design using both primary and secondary data. Primary data were collected from 100 telecom users through a structured questionnaire. Statistical tools such as Factor Analysis were employed to identify key dimensions of user challenges. The Kaiser-Meyer-Olkin (KMO) test and Bartlett’s Test of Sphericity were applied to assess sampling adequacy and correlation strength. Results: The KMO value of 0.588 and significant Bartlett’s test (χ² = 428.376, p < 0.05) confirmed the suitability of factor analysis. The rotated component matrix revealed three major factors: (1) Network-related issues (coverage, call drops, slow internet), (2) Billing and transparency issues (hidden charges, service disruptions), and (3) Customer-related concerns (data privacy, inflexible plans). Network coverage (.917) and data privacy (.915) emerged as the most significant concerns.Conclusion: The findings indicate that technical reliability, transparent billing practices, and customer-centric service improvements are critical for enhancing user satisfaction in rural telecom markets. Strengthening infrastructure, improving service transparency, and offering flexible plans are essential to bridge the rural telecom service gap.