{"title":"Use of SERVQUAL Model for Assessment of Services Quality of 4G Services","authors":"Neha Agarwal","doi":"10.2139/ssrn.2962869","DOIUrl":null,"url":null,"abstract":"Service quality is considered as a critical for the success of any services offered to the customers. The present study assesses the service quality of Reliance 4G services in Guwahati area. The purpose of the study is to measure the gap between expected and perceived service of Reliance Jio with the help of SERVQUAL model. The study was conducted with 100 Reliance Jio 4G customers selected on the basis of convenience sampling. The study period is January to March, 2017. The study observed that significant gap exists among the customers in respect of 4G services offered by Reliance Jio. Expectation scores were found higher than perceived services in all the dimension of the model.","PeriodicalId":129855,"journal":{"name":"MKTG: Services Marketing (Topic)","volume":"128 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2017-05-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"MKTG: Services Marketing (Topic)","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.2139/ssrn.2962869","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
Abstract
Service quality is considered as a critical for the success of any services offered to the customers. The present study assesses the service quality of Reliance 4G services in Guwahati area. The purpose of the study is to measure the gap between expected and perceived service of Reliance Jio with the help of SERVQUAL model. The study was conducted with 100 Reliance Jio 4G customers selected on the basis of convenience sampling. The study period is January to March, 2017. The study observed that significant gap exists among the customers in respect of 4G services offered by Reliance Jio. Expectation scores were found higher than perceived services in all the dimension of the model.
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