Reliance Communications Ltd. is an Indian telecommunications company that provides mobile, broadband, and television services. It has over 109 million subscribers. However, there are gaps between Reliance's perception of customer expectations and actual customer expectations. Management perceived the quality as better than competitors, but customers experienced issues with calls, messages, and internet. Additionally, Reliance promised high quality and services but did not deliver what customers expected. This led to disappointed customers and lower customer satisfaction.