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ABSTRACT
This study helps to improve the SERVQUAL model provides its telecom services globally. The first Indian
as the foremost framework for investigating service telecom service is Bharti Airtel which offers to
quality. The relationships among customer achieve Cisco Gold Certification. It also turns as a
satisfaction and service quality variables. The results transporter for global distance communication
exposed that all the service quality items were decent services.
forecasters of customer satisfaction. For managers,
this finding has significant implications with concern LITERATURE REVIEW:
to brand
and building strategies. Indications of a
Aali, A. et al. (2011) identified the SERQUAL of
successful brand building strategy are identify when
mobile phone companies functioning in Saudi Arabia
companies afford quality services relation to other
with the service
rvice quality instrument. It was created and
companies within the similar industry.
developed with the alteration in customers'
Keywords: Service quality, Customer satisfaction, perceptions in nearly all the dimensions.
SERVQUAL model, Customer service.
Chaudhary, A.et al. (2013) acknowledged the main
INTRODUCTION dimensions of Telecom SERQUAL. The TOPSIS and
AHP method with trapezoidal fuzzy
fu numbers were
The foremost global telecommunications is Bharti used to recognize the dimensions of the service
Airtel Limited company over 20 countries have quality.
operations in Asia and Africa which is Headquartered
in New Delhi, India, the Company positions among Bhargav, A. et al. (2014) investigated the gap
the top three mobile service providers have worldwide between customers’ expectations and perceptions in
subscribers. In India, the Company’s aid exclude upto telecom sector. The primary data was collected with
4G wireless services, fixed line services, mobile the help of a consistent questionnaire
questio of service
commerce, DTH, enterprise services, high speed quality.
home broadband, with domestic and international
Sivanesan, R. (2013) studied the subscribers’ attitude
long-distance services to carriers. rs. In other
and perception on BSNL and AIRTEL services in
geographies, it provides up to 4G wireless services
Kanyakumari district. The researcher also identified
and mobile commerce. Bharti Airtel had overall 372
the various problems faced by the customers in the
Million worldwide customers at the finish of March
district.
2017. The foremost provider is Airtel mobile
telephony and it is the 2nd largest provider of fixed Khan, M. A. (2010) investigated the users’ sensitivity
telephony in India, and is also provides with of service quality of mobile telephone operators in
broadband with subscription of television Pakistan using a questionnaire survey covering
services.Sunil Bharti Mittal headed Airtel brand and it SERVQUAL dimensions as well as network quality
@ IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 3 | Mar-Apr 2018 Page: 2151
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
@ IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 3 | Mar-Apr 2018 Page: 2152
International Journal of Trend in Scientific Research and Development (IJTSRD) ISSN: 2456-6470
company and customers in turn are additional likely to International Journal of Islamic Financial
pay price dividends (Reichheld, 1996). Services. 2001. 1(3): 6-12.
@ IJTSRD | Available Online @ www.ijtsrd.com | Volume – 2 | Issue – 3 | Mar-Apr 2018 Page: 2153