Service Quality Measurement of Mobile Phone Service Providers: A Study

The study was undertaken with a view to measure the service quality of mobile phone service providers. A large number of mobile phone service providers have been competing with each other to maximize the sales by providing quality service to their customers. The service providers have been offering many innovative schemes to attract the customers. But it is not known exactly where their standing is and how are they differentiating from others by the offer of quality service. In order to find answer to the above question, it was decided to measure the service quality of the different service providers. This study is based on the Service Quality Measurement (SERQUAL MODEL) developed by Parasuraman, Zeithmal and Berry. They are the pioneers in developing the scale for measuring the consumer perceptions of service quality offered. Hence I owe a lot to them for the pioneering work and the scaling techniques used by them for their study which I have adopted in this study. The researchers on the field SERVICES MARKETING will be highly benefited by this work and I hope that the researchers on this area will make use of the contents of the book.

Autorentext

Vijayakumar K has over 33 years experience in Information Technology including ERP and CRM in State government, PSUs, Private and Global Enterprises. Has over 15 years experience in Siebel CRM implementing CRM solutions including many global Fortune 500 companies. Working for Mahindra Satyam for the past 12 years and currently Heading Siebel CRM