A comparative study on the service quality of various mobile service providers

Abstract

The aim of this paper is to identify the gaps between customer expectation and the actual services provided at different stages of service delivery. This shows the differences between consumer's expectations and what they tend to perceive about a product or a service. SERVQUAL which is the (service quality gap model) is a gap method in service and quality measurement, a tool and technique that can be used by Product or process Manager across all industries. Our paper intends to highlight these variable and independent factors that may create an expectation in a consumers mind in this case in terms of mobile service providers and the quality of features they make available to their consumers. This is a fast growing market as urbanization grows and more of the population indulges in the purchase of a mobile phone as it is a need more than a luxury these days. Service providers need to understand this concept and the functioning of the human expectations and develop plans and actions according to their consumers need for them to sustain in the market. Our aim through this paper is to test and discover the importance of service quality of different mobile phone service providers, what they offer and how they function, also to unfold these elements and categorize them into reliability, assurance, tangibility, empathy and responsiveness and to reach a better understanding of mobile service providers and the services they offer.