Assessing Customers' Perceived Service Quality of Mobile Service Provider: a Comparative Study of Young Adults in West Bengal and Chhattisgarh
Year: 2021
Type: article
Study design: Observational Study
Abstract: : Assessing customer’s expectation and experience is an important factor of all service organization. It is very much true for mobile service operators operating in Indian market. In the present study we have done a comparative study on perceived service quality of customers of mobile service provider of young adults in West Bengal and Chhattisgarh. Study address six questions to address customers’ expectation and experience from various dimensions regarding mobile service of young Indian of West Bengal and Chhattisgarh. Total 617 participants have been taken as sample. Statistical analysis included descriptive statistics, Paired Sample t-test, One-way ANOVA and Two-way ANOVA, Kruskal Wallis Test and Wilcoxon Signed Rank Test used for study. The study uncovers significant issues relating to the perceptions of mobile services among young adults and provides abundant directions to service providers to improve their offerings to this very significant segment of mobile users. It also reveals several interesting trends and findings for academicians and researchers and presents them with abundant opportunities to delve deeper into several areas through additional research.
Authors: Gouranga Patra, Sumona Datta, Prithvish Bose
Institution: Adamas University
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W4286987482