Service Quality Gap Analysis & Customers Perception - An Investigation
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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