A Study on the Customer Gap and Perception of the Employees Regarding the Services Provided by Reliance Jio

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Bibliography …………………………………………………………………………………………41

Appendix 1- Questionnaire………………………………………………………………………….42-44

Appendix 2- Pictures …………………………………………………………………………………44-45

Page No

List of Charts

- Broadband Market Share…………………………………………………………………………… 14

- Operator Market Share…………………………………………………………………………….. 15

- Customer Gap………………………………………………………………………………………. 27

- SERVQUAL Dimension (Customer)………………………………………………………………. 28

- Difference between Employee perception and Customer Expectation………………………………. 36

- SERVQUAL Dimension (Employee) ………………………………………………………………… 37

List of Tables

Page No.

- Customer Expectation……………………………….……………………………………………..

- Customer Perception……………………………………………………………………………….

- Customer Gap………………………………………………………………………………………

4 Paired t-test…………………………………….………………………………………………… 29

5 Regression………………………………………………………………………………………… 31-32

6. Employee Perception…………………………………………………………………………….. 34

7. Difference between employee perception and customer expectation…………………………… 35

8 Comparison between employee perception, customer expectation and customer perception…….. 37-38

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25-26

26-27

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Abstract

The study has been done to analyse the service quality of Reliance JIO, so that they can identify the loop-holes and improve their service delivery. The telecommunication sector consist of big players like Vodafone, Airtel, Idea, and Reliance where they are competing intensively with each other. Each of them wants to be the market leader and provide good services to the customers so that customers get satisfied and avail their services. Using the SERVQUAL model, this study attempts to examine the service gap and the impact of service quality dimensions on customer satisfaction. A total of 200 current users of the services of Reliance JIO participated in this study. Gap Analysis was used to determine the perceived and expected satisfaction level on each of the service quality dimensions and regression analysis was conducted to test the impact of the SERVQUAL dimensions on customer satisfaction. T-test results showed that there was a significant gap between the perceived satisfaction and expectation (P-E) on all of the service quality dimensions and also it has been seen that what will be the employee’s perception on the customer expectation and then it has been compared with the customer expectation to find out whether employee’s perception is aligned with the customer’s expectations. A total of 100 customers have been surveyed and it has been found that there are differences among the employee perception and customer expectation.

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CHAPTER 1

INTRODUCTION

Customers are the integral part of any business as without them the business will not sustain. So every company tries to satisfy the customer by providing good quality of services and products. It is very important to sustain the customers in a service sector as this sector comprises of products which cannot be touched or feel. The products that are offered to the customers are generally intangible in nature. So the customers will access their satisfaction on the services they availed. Therefore it is required for every company in the service sector to check what customers are expecting from the company in terms of services and how they are experiencing the services. It is also necessary to see what management/employees are thinking will be important according to the customer and what customers are expecting from the company in terms of service. A study on this will help companies to know their loop-holes so that they can improve their service delivery and service quality which in result will enhance the customer satisfaction. The service gap concept has been used in this study to know if there is any gap in Reliance JIO. The title of my project is “A study on customer gap and employee perception on the service provided by Reliance JIO”. The study has been done in Lucknow, Uttar Pradesh where around 200 customers were surveyed and the responses of their expectations and perceptions were collected. The study will let the company to know about the gap of the service. From the point of view of Reliance JIO this study will help them to take decisions regarding the services and will give them opportunity to improve their service quality. The employees were also surveyed to know about their perception of customer expectation so that it can be checked that if there is a difference between what management/employees are thinking will be important and what are expectation of the customer. Apart from that it has also been studied if service quality dimension has an impact on the overall satisfaction of the customers. The study has been conducted from the month of April to July. In the initial