SERVQUAL Model and Customer satisfaction of services-Indian Telecom.

      Аннотация: “SERVQUAL Model and Customer Satisfaction of services Indian telecom” Reliance Jio, perhaps the name does not requires any introduction in Indian Telecom Industry, the market penetration strategy adopted by the company has been one of a kind, that too with the first mover advantage of upcoming technology like VoLTE (Voice over Long Term Evolution) into the Indian markets. Therefore, the study also revolves around the same scopes of customer satisfaction as well as retention as the free introductory offer of reliance Jio is about to end and the question arises what now! Servqual: Parasuraman developed a 22-scale instrument with which to measure customers’ expectations and perceptions (E and P) of the five RATER dimensions. Four or five numbered items as Likert scale used to quantify the experiences. The RATER dimension actually comprises of Reliability, Assurance, Tangibility, Empathy and Responsiveness factors of any service business model. Both the aspects of customers and management, taken under consideration in order to have a clear view towards the gap if existing, between customer and management or within management.

Ключевые слова: SERVQUAL, Reliance Jio, T- TEST