Understanding Customer Expectations and Perceptions with Regards to the Selected Services in India

Abstract

Services play a Vitol role in not only individual’s life but also in the GDP contribution and form of a good or service. Services are those which cannot be seen, touched or stored, They have to be experienced. For example education, banking, transportation, healthcare, etc. In services, simultaneous production and consumption take place. Customer perceptions and expectations differ for goods and services. Also differ based on the type of services. Customer may expect different set of attributes when he is buying a service. Understanding and satisfying customer expectations is the top most challenging task for the service providers. As part of my study I have selected Educational services, Health care services, Consumer banking services and Tourism services to study consumer opinions and expectations in selecting and using them. This study aims to understand what are customers opinions and what they mainly expect while buying the selected services .A survey has been conducted with the help of a questionnaire aiming to collect data relevant to study objectives. Data has been collected to assess opinions and influences of their buying behaviour.