Service Quality in Punjab Telecom Circle

Service Quality has become a significant differentiator and the most powerful competitive weapon, which all the service organizations want to possess. Telecommunication sector is one of the competitive sector which needs the attention of the service providers on the quality that they are offering to the customers. This study focuses on generating a customized index to measure service quality based on the dimensions of SERVQUAL scale of GSM service providers in the Punjab Circle of Indian Telecom Industry and measurement of their service quality level. The study is based on the customer's survey sample of 200 respondents. The basic structure of the scale has been borrowed from the SERVQUAL Scale where the service quality construct would be measured as the difference score between customer expectation and perception. The scale required to measure service quality level was devised by generation of items from already existing models and from interview with industry experts. After screening the 22 items across, four dimensions - appearance, performance, knowledge and courtesy, and responsiveness - were selected to measure the service validity