Please use this identifier to cite or link to this item: http://hdl.handle.net/10603/105596
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dc.coverage.spatialManagement
dc.date.accessioned2016-07-15T11:13:46Z-
dc.date.available2016-07-15T11:13:46Z-
dc.identifier.urihttp://hdl.handle.net/10603/105596-
dc.description.abstractnewlineAbstract newlinePresent research work was conducted with the major objectives to investigate the newlinerelationship between service quality and customer satisfaction in Direct To Home (DTH) newlineservices in districts Kangra, Solan, and Shimla of Himachal Pradesh. After conducting a newlinepilot study, the final questionnaire has been developed in order to capture all the aspects newlineof service quality, customer satisfaction, selected behaviour intensions and specifically newlineaddresses issues concerning the DTH sector. newlineFor this study, a sample of seven hundred and sixty one (761) respondents was newlineselected by convenient sampling technique. Service quality in relation to DTH services newlineconsists of nine dimensions: assurance, reliability, tangibles, empathy, responsiveness, newlinenetwork quality, convenience, price and service operations. Results of correlation newlineanalysis revealed that the nine dimensions are positively associated with service quality, newlinecustomer satisfaction and behavioural responses. newlineOn the basis of statistical findings, it was found that only five service quality newlinedimensions (Assurance, Network Quality, Empathy, Convenience and Service newlineOperations) have significant influence on customer perceived service quality and are newlinesignificant drivers of overall customer perceived service quality in Direct-To-Home newline(DTH) sector. Out of nine dimensions taken for the study, only four dimensions newline(Tangibles, Network Quality, Price and Service Operations) have significant positive newlineinfluence on customer satisfaction and are the predictors of customer satisfaction in DTH newlinesector. Furthermore, it was also found that Tangibles, Service Operations, Price and newlineNetwork Quality are the main predictors of recommending behaviour in Direct-To-Home newline(DTH) sector, and the dimensions of Assurance and Network Quality were found as newlinesignificant determinants of switching intensions. Moreover, service quality perception newlinevaries across the various DTH service providers and significant mean difference was newlinefound for service quality among different DTH service providers.
dc.format.extentvii,179
dc.languageEnglish
dc.relation157
dc.rightsuniversity
dc.titleA Study on Service Quality and Customer Satisfaction in Paid Direct To Home Service Providers in Himachal Pradesh
dc.title.alternative
dc.creator.researcherRaj, Mr Lekh
dc.subject.keywordBehaviour Intensions
dc.subject.keywordCustomer Satisfaction
dc.subject.keywordDirect To Home Services
dc.subject.keywordService Quality etc
dc.description.noteSummary and Conclusion p., 126-137; Recommendation and Future Directions p., 138-141;Reference p., 142-154; Appendices., 155-178;Publication p., 179
dc.contributor.guideShukla, Rakesh Kumar
dc.publisher.placeSolan
dc.publisher.universityShoolini University of Biotechnology and Management Sciences
dc.publisher.institutionFaculty of Management and Liberal Arts
dc.date.registered11-08-2010
dc.date.completed19-09-2015
dc.date.awarded9-12-2015
dc.format.dimensions29 cm
dc.format.accompanyingmaterialDVD
dc.source.universityUniversity
dc.type.degreePh.D.
Appears in Departments:Faculty of Management and Liberal Arts.

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10. chapter-2.pdfAttached File157.79 kBAdobe PDFView/Open
11. chapter-3.pdf462.25 kBAdobe PDFView/Open
12. chapter-4.pdf239.8 kBAdobe PDFView/Open
13. chapter-5.pdf99.93 kBAdobe PDFView/Open
14. chapter-6.pdf139.35 kBAdobe PDFView/Open
15. chapter-7.pdf59.05 kBAdobe PDFView/Open
16. chapter-8.pdf94.62 kBAdobe PDFView/Open
17. chapter-9.pdf234.28 kBAdobe PDFView/Open
18. chapter-10.pdf44.13 kBAdobe PDFView/Open
19. publications i,ii and iii.pdf3.51 MBAdobe PDFView/Open
1.a. title page.pdf10.75 kBAdobe PDFView/Open
2.a declaration.pdf450.14 kBAdobe PDFView/Open
2.b certificate-i,ii and iii.pdf1.64 MBAdobe PDFView/Open
3.c. contents.pdf27.55 kBAdobe PDFView/Open
4. acknowledgement.pdf613.93 kBAdobe PDFView/Open
5. list of abbreviations.pdf16.92 kBAdobe PDFView/Open
6. list of tables.pdf23.9 kBAdobe PDFView/Open
7. list of figures.pdf13.81 kBAdobe PDFView/Open
8. abstract.pdf15.32 kBAdobe PDFView/Open
9. chapter-1.pdf255.04 kBAdobe PDFView/Open


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