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  • Airtel Servqual

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    Vashishtha Dadhich
    235 vizualizări2 pagini
    This survey uses the SERVQUAL model to evaluate customer expectations and experiences with Airtel's mobile telecommunication services across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Customers rate various statements about Airtel's service features and performance on 7-point scales for expectations and experiences. The survey collects demographic information and gauges customer satisfaction. Gaps between expectation and experience scores are calculated to identify areas for improvement.

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    This survey uses the SERVQUAL model to evaluate customer expectations and experiences with Airtel's mobile telecommunication services across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Customers rate various statements about Airtel's service features and performance on 7-point scales for expectations and experiences. The survey collects demographic information and gauges customer satisfaction. Gaps between expectation and experience scores are calculated to identify areas for improvement.

    Drepturi de autor:

    Attribution Non-Commercial (BY-NC)
    Descărcați ca DOC, PDF, TXT sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    235 vizualizări2 pagini

    Airtel Servqual

    Încărcat de

    Vashishtha Dadhich
    This survey uses the SERVQUAL model to evaluate customer expectations and experiences with Airtel's mobile telecommunication services across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Customers rate various statements about Airtel's service features and performance on 7-point scales for expectations and experiences. The survey collects demographic information and gauges customer satisfaction. Gaps between expectation and experience scores are calculated to identify areas for improvement.

    Drepturi de autor:

    Attribution Non-Commercial (BY-NC)
    Descărcați ca DOC, PDF, TXT sau citiți online pe Scribd
    Indicator pentru conținut neadecvat
    din 2

    AIRTEL

    A Study on Service quality of telecommunication service provider using SERVQUAL


    Name of the respondents______________________ Age ______ Sex ___________ Income of respondent______________ Education qualification of Respondent ______________ Profession of Respondent__________________ Which Mobile Service provider connection do you have _________________ Which type of service do you prefer? Prepaid / Postpaid service ________________ Are you satisfied with the service? Yes/ No _____________

    EXPECTATIONS This survey deals with your opinions of telecommunication. Please show the extent to which you think provider possess the following features. What we are interested in here is a number that best shows your expectations about the Provider. Strongly Disagree 1 2 Strongly Agree 6 7

    EXPERIENCE The following statements relate to your feelings about the particular provider. Here, we are interested in a number that shows your Experience level about provider.

    Strongly Disagree 1 2

    Strongly Agree 7

    (E) Tangibles E1. Info/message in Top-up card are clear and useful E2. Promotional offers are communicated properly. E3. Billing methods are transparent & simple E4. Retail outlets are available in enough numbers and are easily accessible Tangibles Exp1. Is useful info/message print in top - up card? Exp2. Is Promotional properly. offers are communicated

    (EXP)

    Gap Score EXP - E

    Exp3. Is Billing methods are transparent & simple Exp4. Is Retail outlets are available in enough numbers and are easily accessible Average Tangibles SERVQUAL score E
    (EXP)

    EXP - E

    Reliability E5. Network coverage is reliable E6. Voice clarity is good. E7. Delivery of SMS, MMS, Voice Message & other services are timely E8.Service provider promises to do something by a certain time, they do so

    Reliability Exp5. Is Network coverage reliable Exp6. Voice clarity, it was good Exp7. Is Delivery of SMS, MMS, Voice Message & other services are timely Exp8. Is Service provider promises to do something by a certain time, they do so

    Average Reliability SERVQUAL score

    Responsiveness E9. Service Provider is always willing to help you. E10. Service provider is giving attention to your problem. E11. Getting your feedback.

    Responsiveness Exp9.Is Service Provider is always willing to help you. Exp10. Is Service provider is giving attention to your problem. Exp11.Are they Getting your feedback

    Average Responsiveness SERVQUAL score

    E Assurance E12. Service provider is good in communicating clearly? E13. Service provider is capable of understanding your problems? E14. Service providers are capable of answering your queries? E15. Service provider has required skill & knowledge to answer your queries? Assurance Exp12. Is Service provider good in communicating clearly? Exp13. Is Service provider capable of understanding your problems? Exp14. Is Service providers are capable of answering your queries? Exp15. Is Service provider has required skill & knowledge to answer your queries? Average Assurance SERVQUAL score

    (EXP)

    Empathy E16. Having convenient activation & recharge E17. Having customers. working for

    periods

    &

    terms to

    for all to

    Empathy Exp16. Are they Having convenient periods & terms for activation & recharge Exp17. Are they Having working hours convenient to all customers. Exp18. Are they Apologized customers. for inconvenience caused to

    hours

    convenient

    E18. Apologizing customers.

    inconvenience

    caused

    Average Empathy SERVQUAL scores

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