MEASURING SERVICE QUALITY IN THE TELECOM INDUSTRY IN INDIA
Keywords:
Service Quality, Telecom Industry, Measuring Service QualityAbstract
The intent of this paper is to bring greater understanding of the extent to which service is provided within the telecom industry in India, based on customer expectation and perceptions of service quality. The paper analyzes how closely the expectation and perception of customers differ. SERVQUAL model is used to measure quality, the best among customers in a predominant telecom industry in India. The survey captures customer expectations and compares them with the notion of the offerings delivered by the telecom industry in India. The finding reveals that there is a huge deficit in meeting customer expectations. The telecom service provider must keep awareness of these dimensions having higher gaps and the attributes with smooth feedback process. This gain knowledge presents to the physique of capabilities in terms of Indian telecom industry satisfactory administration. It will also be of interest to strategic and operational service managers responsible for quality and academics to study the reliability and value of quality of service comparison tools.
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