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INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2456-4184 | Impact factor: 8.76 | ESTD Year: 2016 Scholarly open access journals, Peer-reviewed, and Refereed Journals, Impact factor 8.76 (Calculate by google scholar and Semantic Scholar | AI-Powered Research Tool) , Multidisciplinary, Monthly, Indexing in all major database & Metadata, Citation Generator, Digital Object Identifier(DOI) |
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| Paper Title: | A Study on Service Quality with special reference to Urban Company Services , Hyderabad. |
| Authors Name: | Mrs .S. Elizabeth Pravena , Dr. Menaka Bammadi |
| Download E-Certificate: | Download |
| Author Reg. ID: |
IJNRD_217670
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| Published Paper Id: | IJNRD2404275 |
| Published In: | Volume 9 Issue 4, April-2024 |
| DOI: | |
| Abstract: | Service quality is the key to customer satisfaction. In this competitive environment, purchase intention of the customer depends on service quality by companies to retain the customer value lifetime. The Objective is to study the service quality model based on literature study and to study the demographics and correlation among the SERQUAL dimensions.The present study explores the services provided by urban company and its impact of urban company service quality on customer satisfaction. A random sampling method with 256 respondents was considered for the study. Correlation and chi-square is used to analysis the data. Service Quality model is used to find the gaps in services provided by Urban Company. Service gap is the gap which arises between the expected service and perceived gap. In order to study the Service gap and customer satisfaction level at URBAN company, five dimensions like Tangibility, Reliability, Responsiveness, Assurance and Empathy were considered for the study. To analyze the relationship between SERVQUAL variables Pearson’s Correlation Coefficient is used for the study and to analyze the demographics impact of SERVQUAL standards on urban company service quality Pearson’s Chi-Square test has been used for the study. According to the study, there is a high positive correlation among SERVQUAL variables and also it is observed that demographics includes age, gender and Income are influencing the Urban company service quality. Further research can be conducted because the study is limited to Hyderabad. |
| Keywords: | Urban Company Services, Customer Expectation, Service quality standards, SERVQUAL, Tangibles, Empathy, Service gap model |
| Cite Article: | "A Study on Service Quality with special reference to Urban Company Services , Hyderabad.", International Journal of Novel Research and Development (www.ijnrd.org), ISSN:2456-4184, Vol.9, Issue 4, page no.c375-c386, April-2024, Available :http://www.ijnrd.org/papers/IJNRD2404275.pdf |
| Downloads: | 00031 |
| ISSN: |
2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.76 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
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Published Paper ID:IJNRD2404275 Registration ID: 217670 Published In: Volume 9 Issue 4, April-2024 DOI (Digital Object Identifier): Page No: c375-c386 Country: Hyderabad, Telangana, India Research Area: Management Publisher : IJ Publication Published Paper URL : https://www.ijnrd.org/viewpaperforall?paper=IJNRD2404275 Published Paper PDF: https://www.ijnrd.org/papers/IJNRD2404275 |
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ISSN: 2456-4184
Impact Factor: 8.76 and ISSN APPROVED
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