This case study discusses how far the directory is useful and its importance to the customers lifestyle in the context of finding domestic and business telephone numbers and relevant information.Reserchers selected 1000 customers including both business and domestic customers in Colombo, Kalutara, Galle, Kandy and Kurunegala. Anyhow, still customers are received a directory as per the legal requirement though it is not used very frequently. However, due to the sophisticated communication methods currently being used across the country, people have shifted to different alternative quick access of numbers and details that they want to contact in daily life. The Telecommunication and Regulatory Commission (TRC) of Sri Lanka has imposed a rule to provide a detail directory for each fixed line telephone customer, as the controlling body of Sri Lankan telecommunication industry.
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