This document analyzes customer expectations and perceptions of service quality among the top five mobile phone service providers in Kerala, India using the SERVQUAL model. A survey was conducted of 238 mobile phone users to evaluate service quality across five dimensions: reliability, responsiveness, assurance, empathy and tangibles. Gap analyses were presented for each service provider comparing customer expectations to perceptions for the reliability and assurance dimensions. The analyses revealed gaps between expectations and perceptions for most providers and dimensions, with Vodafone showing the largest gaps of 48% for assurance and 32% for reliability.