Skill Gap Analysis in Service Quality: Measurement and Impact with Reference to Inspire Clean Energy, Chennai
Year: 2025
Type: article
Abstract: The solar energy sector depends on effective maintenance and service quality to ensure operational efficiency and customer satisfaction. In the rapidly evolving service sector, delivering high-quality service is essential for maintaining customer satisfaction, operational efficiency, and long-term business sustainability. This study focuses on analyzing skill deficiencies in service quality within Inspire Clean Energy and their impact on operational performance. It aims to evaluate the impact of skill gaps on customer experience and business performance and identify the key competencies required for delivering high-quality service in the service sector. A descriptive research design was used, and surveys were conducted among employees to understand their skill needs and challenges. The findings highlight the importance of workforce training, addressing service inefficiencies, and improving customer engagement. While existing studies emphasize service quality in various industries, limited research explores skill gaps in solar energy services. This study bridges that gap by providing insights for optimizing service delivery and enhancing operational performance. Future research will focus on developing structured training programs to strengthen workforce capabilities and drive business growth. The study concludes that the company should focus on customized, role-specific training supported by ongoing feedback and assessment. Bridging this gap will lead to improved employee performance and service quality.
Authors: Nithish, Raj L, Amutha G
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W6911994204
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