Service Quality on Telecom Sector in India |
Author(s): |
| Saravanan S , Anna university, Trichy; Manigandan K, Anna University, Trichy |
Keywords: |
| Service Quality, Service Delivery System, Service Gap, Customer Satisfaction |
Abstract |
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This study emphasize on Service Quality in Telecom sector. The concept of Service Quality and its dimensions are the essential elements of service sector. Service Quality directly affects the customer satisfaction and loyalty. It determines the customer satisfaction by matching the customer expectations with perceived service. This is defined as Gap in Service sector. All the telecom industries are striving to reduce this gap occurred in Service Delivery System. By reducing the gap, the Quality of service will improve in terms of prompt service, zero defects, effective communication and individualized attention to customers. It gives the profitability, business growth, growth of market share, gain value and financial performance to the organization. |
Other Details |
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Paper ID: IJSRDV5I10021 Published in: Volume : 5, Issue : 1 Publication Date: 01/04/2017 Page(s): 477-480 |
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