AN EMPIRICAL STUDY OF RELATIONSHIP BETWEEN SERVICE QUALITY ATTRIBUTES PERFORMANCE AND CUSTOMER SATISFACTION IN TELECOM SECTOR.
Keywords:
Customer, Service, Customer Satisfaction, Service Quality,Abstract
Service quality is a very important concept for every business enterprises. Every business enterprises should focus more attention on service quality, because of its effects on customer satisfaction. therefore currently the telecom company those who do not provide quality based services to their customers convey a chance for the competitors to hop in lift these customers. The objective of this research study is to find out the relationship between service quality attributes performance and customer satisfaction. For this structured questionnaire was designed and collect the data from 124 customers. The area covered under this study was NCR due to availability of well mixed population. Seven point lickert scale was used in this study. Data was analysed through regression analysis with dummy variable. The study reveals that there is non linear relationship between service quality attribute performance and customer satisfaction in telecom sector.
References
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