An Analysis of Perception and Expectation Scores of Service Quality between Private Mobile Operators in India

Kuldeep Kumar, R.S. Rai and Anurag Dugar

Customers availing particular services always have certain expectations from their subscribers. Users at all the times try to assess their perceived facilities in relation of the numerous elements of service quality, which over the period undergo many changes owing to many factors such as culture, region, industry as well as sector. Empirical research showed that each element of quality plays a key role in customer’s mind on the perceived service quality in relation to a particular service industry. The study tries to find put the gap between the perception and expectation of Indian mobile users. The study focused on the major private telecom players in India i.e. Airtel, Reliance Jio and Vodafone India. During the study, while exploring dimensional structure of quality of service for the Indian Telecom industry, research worker examined the customer’s perception and expectation of the service quality. The primary data is collected through questionnaire designed on 22 substances of service quality. This study recognized the significant gap in the customer’s perception and their expectation. It determines that stiff competitive market with continuous change in technology, the service quality will create a firm bond with the relationship of provider to his customers. Mobile telephony providers needs to work on reducing the gap among the user’s expectation and perception.

Volume 11 | 12-Special Issue

Pages: 1259-1265

DOI: 10.5373/JARDCS/V11SP12/20193334