Use of SERVQUAL Model for Assessment of Services Quality of 4G Services

Neha Agarwal
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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.
SERVQUAL模型在4G服务质量评估中的应用
服务质量被认为是向客户提供任何服务成功的关键。本研究评估了信实4G服务在古瓦哈提地区的服务质量。本研究的目的是利用SERVQUAL模型来衡量Reliance Jio的预期服务和感知服务之间的差距。该研究是在方便抽样的基础上选择的100个Reliance Jio 4G客户进行的。研究时间为2017年1月至3月。该研究发现,在Reliance Jio提供的4G服务方面,客户之间存在着巨大的差距。在模型的所有维度中,期望得分都高于感知服务。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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