Analyzing Relative Importance of Service Quality Components from Enterprise CRM Data

2011 ◽  
Author(s):  
Himanshu Chauhan ◽  
Ajay Gupta ◽  
Ashish Verma
Keyword(s):  
Service Quality ◽  
Relative Importance

Exploration of Product Centric Factors in Telecom Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Swati Ganeti ◽  
Rajat Agarwal ◽  
Murali Krishna Medudula ◽  
Mahim Sagar
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Network Connectivity ◽  
Factor Loading ◽  
The Other ◽  
Relative Importance ◽  
Network Connection ◽  
Telecom Service ◽  
Telecom Industry

Telecom industry is one of those industries which has changed dramatically during the past decade. With more and more players entering in this industry, competition is ever increasing. The war between these players is slowly shifting from the price to the augmentation. This paper aims at exploring such factors which influence a customers preference of one telecom service provider (TSP) over the other. It is a descriptive research where study has been conducted among the consumers of different telecom service providers (TSPs). By reviewing the existing literature in this domain, we explored different factors which affect the consumers decision to prefer one telecom service provider over the other. A consumer targeted questionnaire was designed where consumers were asked about the factors they consider (with their relative importance quantified using Likert scale), before buying a new network connection to know the relative importance of the various factors. Factor Analysis was performed to club various variables into distinct factors. Statistical techniques then helped in identifying the relative importance. From the Factor Loading matrix the following five factors were generated:- Overall service quality, Point of Purchase Differentiator, Promotion Measures, Tariff Plans and Size of the Network. Further study in the behavioural perceptions of consumer shows that the most important factor in influencing the customer buying behavior is Service Quality. The second most important factor is cost and various plans offered by the telecom service provider. Network connectivity was considered by almost all the respondents and consumers prefer the largest network player. The study also found that promotional measures dont influence the customers as expected.

Prioritising SERVQUAL Dimensions to Improve Trade Show Performance

2021 ◽  
Author(s):  
Dheeraj P. Sharma ◽  
Shivendra K. Pandey ◽  
Ashish K. Gupta ◽  
Rajat Sharma
Keyword(s):  
Service Quality ◽  
Structural Equation Modelling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Relative Importance ◽  
Ongoing Debate ◽  
Trade Show ◽  
Equation Modelling ◽  
Trade Shows

The purpose of this paper is to examine the suitability of SERVQUAL for trade shows. Theobjective is to identify the significant SERVQUAL dimensions and their relative importance toincrease the purchase intention of visitors to a trade show. The study uses a survey of 400visitors to a big trade fair. Structural equation modelling was used to determine the relativeimportance of the dimensions. Results suggest that SERVQUAL is well suited for assessing theservice quality of trade shows. The tangibility and assurance are the two most significant factorsinfluencing the purchase intention of trade show visitors. Exhibitors should enhance tangibilityin trade shows by methods such as display of product or product prototypes, brochures, andscreens. Further, they should increase assurance by displaying medals and awards won, qualitycertifications achieved, testimonials of past satisfied consumers, and experienced salespeople atthe trade show counters. Trade show organisers should attract big brands for the exhibition toenhance assurance. The present study contributes to the ongoing debate on the relevance ofSERVQUAL in the trade show context. The study demonstrates that SERVQUAL is a decentmeasure to study service quality in trade shows even though the majority literature claimsotherwise. Further, the present research prioritises the SERVQUAL dimensions, helpingmanagers to design customer-oriented sales strategies.

How Does Transparency Complement Customer Satisfaction and Loyalty in the Restaurant Business?

2019 ◽  
Vol 20 (6) ◽  
pp. 1423-1444
Author(s):  
Shiv Ratan Agrawal ◽  
Divya Mittal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Madhya Pradesh ◽  
Relative Importance ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
Customer Satisfaction And Loyalty

The study is an attempt to identify the preferred transparency components from customers’ viewpoint which complements customer satisfaction and loyalty through assurance and reliability in the Indian restaurant business. The study focused on the traditional restaurant settings in Madhya Pradesh (MP), India. A total of 477 usable responses were gathered from customers who dine out frequently in the traditional restaurants. The study disclosed the relative importance of transparency dimensions to improve service-quality dimensions (assurance and reliability) that in turn complement customer satisfaction and loyalty towards the restaurant business.

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