Paper Title
A Study on Service Quality with special reference to Urban Company Services , Hyderabad.
Article Identifiers
Authors
Mrs .S. Elizabeth Pravena , Dr. Menaka Bammadi
Keywords
Urban Company Services, Customer Expectation, Service quality standards, SERVQUAL, Tangibles, Empathy, Service gap model
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.
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How To Cite (APA)
Mrs .S. Elizabeth Pravena & Dr. Menaka Bammadi (April-2024). A Study on Service Quality with special reference to Urban Company Services , Hyderabad.. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 9(4), c375-c386. https://ijnrd.org/papers/IJNRD2404275.pdf
Issue
Volume 9 Issue 4, April-2024
Pages : c375-c386
Other Publication Details
Paper Reg. ID: IJNRD_217670
Published Paper Id: IJNRD2404275
Downloads: 000121986
Research Area: Management
Country: Hyderabad, Telangana, India
Published Paper PDF: https://ijnrd.org/papers/IJNRD2404275.pdf
Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2404275
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Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)
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This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition
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