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Service Quality Gap Analysis & Customers Perception - An Investigation

International Journal of Management Prudence

Volume 3 Issue 1

Published: 2011
Author(s) Name: S Sudhakar, M.Padmavathi and D.Sudharani Ravindran
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Abstract

Ever since the day of deregulation & opening up of markets has added to increase in competition. Service quality is a differentiating factor that provides a competitive edge. Hence service quality has become a critical issue marketing which is well recognized by the service sectors in particular healthcare, banking and finance and telecom services. In Indian context the telecommunications is a important revenue generating sector that has phenomenon growth. Much of success in this sector depends on the services offered by telecom service providers. Here the investigation of service quality based on servqual scale is carried out to identify the gap in the services offered & perceptions of the customers. Key words: Service quality, Gap analysis, customer satisfaction, perception, expectation.

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