Service Quality and Customer Satisfaction Parameters among Varied Mobile Users with Special Reference to Madhya Pradesh
Published: 2014
Author(s) Name: Mohd. Ashfaq Siddiqui |
Author(s) Affiliation: Assistant Professor Infinity Management and Engineering College, Sagar, Madhya Pradesh, India
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Abstract
The times are changing and competition is very tough so the companies have to strive hard to achieve greater customer satisfaction levels. Moreover the customer satisfaction will vary among the different
segments of the users as well as between the different telecom companies. In the study customers expectation issues are studied due to various changes taken place in last few decades in telecom. Using the SERVQUAL model, this study examines the
impacts of reliability, responsiveness, assurance,
empathy and tangible aspects on customer satisfaction. Research methodology exploratory and
descriptive research has been statistical tool is used in simple percentage method & t-test. Structure
questionnaires is used to and samples are collected
form Sagar, Jabalpur and Bhopal. This article emphasizes the relationship between service quality
& customer satisfaction need, as well as benefit towards customers, companies.
Keywords: N.A.
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