A study on service quality among the service providers in madurai district with special reference to airtel aircel vodafone bsnl tatadocomo reliance and idea

Abstract

The mobile industry is the top rated industry in this current era and newlineas it comes under service industry which has hyper competition in providing low newlinecall rates and maximum benefits to customers The present research work newlineis concerned with a cause and effect relationship and a comparative study newlineof customers towards mobile phone services in Madurai city This is study newlineis fully based on the prepaid and postpaid GSM mobile service providers newlinein Madurai district The research work had spotted the core customer service newlineparameters and had centered on their impact on customers satisfaction As per newlinethe SEVQUAL Model given by Parasuraman Valerie Zeithamal and Leonard newlineBerry there exists a gap between the services delivered and services received newlineby the customers and similarly there was a gap between the actual requirements newlineof the customers and how the service providers had understood them newlineThis research work has been studied to understand the major service quality newlineparameters affecting the customer satisfaction and perception of the mobile newlinephone service providers It had attempted to identify the core customer service newlineparameters and had focused on their impact on customers satisfaction newlineAs per the SEVQUAL Model given by Parasuraman Valerie Zeithamal and newlineLeonard Berry there exists a gap between the services delivered and services newlinereceived by the customers and similarly there was a gap between the actual newlinerequirements of the customers and how the service providers had understood newlinethem newlineThe present study gives the research approach on the history newlineof mobile service providers profile and customer level of satisfaction newlinedemographic of customers All these are measured with the research question on newlinethe relationship of perceived service quality dimensions with customer newlinesatisfaction the selected demographic profile variables influence the level of newlinecustomer satisfaction the influence of demographic variables on the perceived newlineservice quality dimensions newline newline