CHAPTER 1 1.

1 ABOUT THE STUDY

Defining and measuring quality in services might be difficult due to the intangible nature of the service offering. Many of the researches on service quality have been carried out within the framework of widely accepted service quality model (SERVQUAL instrument) developed by extensive research by Parasuraman et. al. (1985, 1988, and 1991). Since then, many researchers have used this 22-item scale to study service quality in different sectors of the services industry including financial institutions (Gounaris et. al. 2003; Arasli et. al. 2005). The five dimensions of SERVQUAL model are Tangibility Reliability Responsiveness Assurance Empathy Basically, the service quality model was derived from the magnitude and directions of five gaps as follows: Gap 1 (Understanding): the difference between consumer expectations expectations and management perceptions of consumer

 Gap 2 (Service standards): the difference between management perceptions of consumer expectations and service quality specifications Gap 3 (Service performance): the difference between service quality specifications and the service actually delivered

Gap 4 (Communications): the difference between service delivery and what is communicated about the service to consumers

Gap 5 (Service quality): the difference between customer expectations of service quality and customer perceptions of the organizations performance

Gaps 1 to 4 affect the way in which service is delivered and these four gaps lead to Gap 5. Therefore, the extent of Gap 5 depends on the size and direction of these four gaps (Gap 1, Gap 2, Gap 3 and Gap 4).

Expected service

GAP5
Perceived service

GAP1
Service delivery

GAP4

GAP3
Translation of perceptions into service quality specification

External communication to customers

GAP2
Management perceptions of consumer expectation

In the service industry, definitions of service quality focus on meeting customers needs and requirements, and how well the service delivered meets customers expectations (Lewis & Booms, 1983). Gronoos (1984) had stated that perceived quality of service was dependent on the comparison of expected service with perceived service, and thus, the outcome of a comparative evaluation process. Parasuraman et al. (1985) had developed the GAP model, and the subsequent SERVQUAL model within the GAPS framework. Parasuraman et al. had defined service quality as the degree and direction of discrepancy between customers perceptions and expectations, and had perceived service quality as the gap between customers perceptions

and expectations, as a measurement of service quality. The smaller the gap, the better the service quality provided, and the greater the customer satisfaction. CUSTOMER SATISFACTION The concept of customer satisfaction is different from perceived service quality, although some studies have found a significant correlation between the two paradigms, and included similar errors of interpretation Oh & Park, 1997). Perceived service quality differs from satisfaction in that service quality is the customers attitude or global judgment of service superiority over time, while satisfaction is connected with a specific transaction (Bitner, 1990; Bolton & Drew, 1991; Parasuraman et al., 1988). Most of the studies into customer satisfaction in the hospitality literature have focused on identifying service attributes, which are treated as customers needs and wants. From a marketing perspective, customer satisfaction is achieved, when their needs and wants are fulfilled. There is a general widespread agreement in the literature that the provision of service quality is concerned with generating customer satisfaction. Gronoos, Parasuraman et al. and Johnston have defined service quality in terms of customer satisfaction, that is, the degree of fit between customers expectations and perceptions of service. THE SERVICE QUALITY AND THE SATISFACTION Quality improvement has become a vital ingredient in the strategy for making destinations more competitive. Customer satisfaction has its roots in the global quality revolution. The relationship between service and product quality and overall customer satisfaction has been repeatedly demonstrated. The first research involving the measurement of customer satisfaction occurred in the early 1980s. Works by Oliver (1980), Churchill and

Surprenant (1982), and Bearden and Teel (1983) tended to focus on the operationalization of customer satisfaction and its antecedents. By the mid1980s, the focus of both applied and academic research had shifted to construct refinement and the implementation of strategies designed to optimize customer satisfaction, according to Zeithaml, Berry, and Parasuraman (1996). Their discussion of customer satisfaction, service quality, and customer expectations represents one of the first attempts to operationalize satisfaction in a theoretical context. They proposed that, the ratio of perceived performance to customer expectations was key to maintaining satisfied customers. Several years later, Parasuraman, Berry, and Zeithaml (1988) published a second, related discussion that focused more specifically on the psychometric aspects of service quality. Their multi-item SERVQUAL scale is considered as one of the first attempts to operationalize the customer satisfaction construct. The SERVQUAL scale focused on the performance component of the service quality model in which quality was defined as the disparity between expectations and performance. The battery of items used in the SERVQUAL multi-item scale is still used today as a foundation for instrument development. The primary areas considered in the scale involved tangibles, reliability, responsiveness, assurance, and empathy. For many years these dimensions were regarded as the basis for service quality measurement. THE SERVQUAL INSTRUMENT The SERVQUAL instrument was developed by Parasuramen et al. in 1985 to measure service quality. The instrument consists of 22 statements across five dimensions: tangibility, reliability, responsiveness, assurance and empathy. Fick and Ritchie (1991) had demonstrated the usefulness of the SERVQUAL instrument in measuring service quality in hospitality-related service industries.

1.2 ABOUT THE INDUSTRY

Telecommunication is recognized, world over, as a key factor in the development of social, economic, commercial and cultural activities. The development of telecommunication infrastructure is likely to play a greater role in meeting the diverse needs of people and improving their quality of life through inter-linked development of many other sectors. The term Telecommunication in ITU parlance covers a very wide variety of services such as sound & television broadcasting, space communications, aeronautical and maritime mobile communications, radio-location and radio-navigation systems, radio astronomy, meteorological aids and services, radio amateurs, etc, besides the public telecommunications services. There are large telecommunication networks belonging to railways, defence and para-military organizations, law and order services (police etc), public utility organizations like electricity grids, transport organizations, municipal services, national and international telecommunications service providers both government and private, civil aviation department and airlines, shipping & port authorities, sound and TV broadcasting organizations, meteorological department, oil exploration, processing and distribution companies, large private companies, etc. Expected Growth of Public Telecommunication Services Despite large growth and development of telecommunications in India since independence, the general availability of these services to public had been much below the world standards. Telecommunication sector was recognised by the Government of India as one of the few basic infrastructure sectors for the country. Under the Government policy of economic liberalisation, privatisation and competition in India, private sector has been allowed to enter the public telecommunication field (which was a Government monopoly), with the objective of making the telecommunications, within the

reach of all, achieve universal service covering all villages, bringing the telecommunication services to the world standard, etc., while protecting the defence and security needs of the Country. Environment Changes in Telecommunication

Fixed Telephone Lines & Mobile Services As per the Perspective Plan (1997-2007), to meet the objective of providing telephone on demand, the additional requirement of telephones during the period from 1997 to 2007 would be 66.4 million of which 23.7 million would be for the period from 1997-2002. It is expected that the number of fixed telephone lines would be 4 per 100 persons by the year 2002. There may be 9 telephones per 100 persons by the year 2007. The private sector is expected to provide approximately 25-30% of this growth in basic telephone service. More than 10% of these new lines are expected to be provided using wireless local loop (WLL). In consonance with the economic state of the country, the percentage growth of mobile phones and other related

services is likely to overtake the fixed phone services. The efficient technologies shall be available with the passage of time. The price of mobile services would be competitive to fixed services. It is expected that the number of mobile phones of various types may be about 2.5 million by 2002 and 10 million by 2007. Technology Vision The speed of technological progress, especially in the field of personal communications - both terrestrial and satellite based, presents vast opportunities for the telecommunication service providers as well as the users. Various technologies for Cellular mobile service, Wireless Local Loop (WLL) in the fixed service, radio paging and radio trunking services, Global Mobile Personal Communication through Satellite (GMPCS), etc. are emerging. The 3rd generation Cellular mobile systems, International Mobile Telephony (IMT) - 2000 and Universal Mobile Telephony System (UMTS), are some of the technologies under development for public telecommunications arena and are likely to be available in the beginning of the next century. IMT2000/UMTS systems would be capable of providing a wide range of services, such as multi-media, video-conferencing and high speed internet access, and provide for an integration of terrestrial and satellite technologies. These technologies are not likely to be commercially available in India before the year 2004. Most of these existing systems and new developments are using digital technology. The frequency bands around 800/900 MHz and 1700 2200 MHz are extensively exploited by these existing technologies and new developments are also taking place in these bands. Incidentally, these frequency bands are already very heavily used for various existing radio communication services and networks in India. Some future IMT-2000/UMTS applications may require transmission at very high data rates where the user is

stationary and for such applications, it may be possible to utilise frequency bands above 3 GHz. These technologies are likely to be available in the long term. INDIAN TELECOMMUNICATION INDUSTRY The Indian telecommunications industry has experienced high growth in recent years. The Telecom Regulatory Authority of India or TRAI (established in the year 1997) is the independent regulator established by the Government of India to regulate the telecommunications business in India, to lay down the standards of quality ,and to issue telecom tariff orders. Regulatory Framework The government has liberalized the telecommunication services sector and opened it for private participation. The regulatory norms for certain telecommunication services are as follows: o Mobile services: Four licenses have been awarded in each of the 22telecom circles. Three licenses have been awarded to private service providers and one to the government operator. The private licenses have been issued based on a bidding process. o Fixed line Services: There is no restriction on the number of players in the fixed line segment. The licenses have been awarded based on a fixed entry fee, issued on a non-exclusive basis for a period of 10 years, extendable by 10 years at a time. o National & International Long Distance Services: There is no restriction on the number of players in the long distance markets. Licenses are issued based on an entry fee, on a non-exclusive basis for 10 years, extendable by 10 years at a time. o Internet Services: There is no restriction on the number of players in the ISP segment.

Industry Structure The present operational regulatory structure of telecommunications services industry in India is set forth below:

Ministry of Communications

Telecom Commission (Policy Role)

DOT (Policy maker & Licensor)

TRAI &TDS (Regulation & Adjudication)

MTNL

Private Mobile Licensees

Private Fixed line Licensees

BSNL

VSNL

Other Private Licensees

Factors responsible for the growth of telecommunication industry The Indian telecommunications market is under penetrated and hence offers tremendous growth potential. The mobile and fixed line penetration levels in India are lower than those in most developed countries in the world. The following factors are expected to contribute to the growth of the Indian Telecommunications Industry: o Economic Growth and continued development of the Indian Economy

o Higher growth rate of service oriented sector, leading to an increased demand for telecommunication services; o Increased use of Information Technology and Internet, leading to a large demand for data communication services; o Declining tariff, reduced equipment cost and reduced handset costs over time. o Increasing customer choice and demand for value added services. o Increasing globalization of the Indian Business, leading to increase international voice & data traffic.

1.3 ABOUT THE COMPANY

Bharat Sanchar Nigam Limited (BSNL) On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL). Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with authorized share capital of $ 3977 million and networth of $ 14.32 billion. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. With latest digital switching technology like OCB,EWSD,AXE10,FETEX,NEC etc. and widespread transmission network including SDH system upto 2.5 gbps, DWDM system upto 80 gbps,Web

telephony,DIAS,VPN, Broadband and more than 400,000 data customers , BSNL continues to serve this great nation . Its responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network, introduction of new telecom services in all villages and instilling confidence among its customers. BSNL has managed to shoulder these responsibilities remarkably and deftly. Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide Network management & surveillance system (NMSS) to control telecom traffic and over 4, 00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. Along with its vast customer base, BSNL's financial and asset bases too are vast and strong. Consider the figures, as they speak volumes on BSNL's standing:

The telephone infrastructure alone is worth about Rs. 1, 00,000 crore (US $ 22.74 billion) Turnover of Rs. 31,400 crore (US $ 7.14 billion) Vision To become the largest telecom Service Provider in South East Asia. Mission i. To provide world class State-of-art technology telecom services on demand at affordable price. ii. To provide world class telecom infrastructure to

develop country's economy.

BSNL provides almost every telecom service in India. Following are the main telecom services provided by BSNL:

Universal Telecom Services : Fixed wireline services & Wireless in Local loop (WLL) using CDMA Technology called bfone and Tarang respectively. As of December 31, 2007, BSNL has 81% marketshare of fixed lines.

Cellular Mobile Telephone Services: BSNL is major provider of Cellular Mobile Telephone services using GSM platform under the brand name BSNL Mobile. As of Sep 30, 2009 BSNL has 12.45% share of mobile telephony in the country.

Internet: BSNL provides internet services through dial-up connection (Sancharnet) as Prepaid, (NetOne) as Postpaid and ADSL broadband (BSNL Broadband). BSNL has around 50% market share in broadband in India. BSNL has planned aggressive rollout in broadband for current financial year.

Intelligent Network (IN): BSNL provides IN services like televoting, toll free calling, premium calling etc.

3G:BSNL offers the '3G' or the'3rd Generation' services which includes facilities like video calling etc.

IPTV:BSNL also offers the 'Internet Protocol Television' facility which enables us to watch television through internet.

FTTH:Fibre To The Home facility that offers a higher bandwidth for data transfer.This idea was proposed on post-December 2009.

Administrative units

BSNL is divided into a number of administrative units, termed as telecom circles, metro districts, project circles and specialized units, as mentioned below: Maintenance Regions Jharkhand Telecom Circle Eastern Telecom Maintenance Region Karnataka Telecom Circle Telecom Circles Metro Districts Chennai +91 9445233233 Andaman & Nicobar Telecom Circle Calcutta Andhra Pradesh Telecom Circle Chennai Assam Telecom Circle Project Circles Bihar Telecom Circle Eastern Telecom Project Circle Chhattisgarh Telecom Circle Western Telecom Project Circle Gujarat Telecom Circle Northern Telecom Project Circle Haryana Telecom Circle Southern Telecom Project Circle Himachal Pradesh Telecom Circle IT Project Circle, Pune Jammu & Kashmir Telecom Circle Maintenance Regions Jharkhand Telecom Circle Eastern Telecom Maintenance Region Karnataka Telecom Circle Western Telecom

Maintenance Region Kerala Telecom Circle Northern Telecom Maintenance

Region Madhya Pradesh Telecom Circle Southern Telecom Maintenance Region Maharashtra Telecom Circle Specialized Telecom Units North East-I Telecom Circle Data Networks North East-II Telecom Circle National Centre For Electronic Switching Orissa Telecom Circle Technical & Development Circle Punjab Telecom Circle Quality Assurance Rajasthan Telecom Circle Production Units Telecom Factory, Mumbai Telecom Factory, Jabalpur Telecom Factory, Richhai Telecom Factory, Kolkata Other Units Training Institutions Telecom Stores Advanced Level Telecom Training Centre North East Task Force Bharat Ratna Bhim Rao Ambedkar Institute Of Telecom Training Telecom Electrical Wing National Academy of Telecom Finance and Management Telecom Civil Wing Regional Telecom Training Centres Circle Telecom Training Centres District Telecom Training Centres Present and future BSNL (then known as Department of Telecom) had been a near monopoly during the socialist period of the Indian economy. During this period, BSNL was the only telecom service provider in the country (MTNL was present only in Mumbai and New Delhi). During this period BSNL operated as a typical state-run organization, inefficient, slow, bureaucratic, and heavily uinionised. As a result subscribers had to wait for as long as five years to get a telephone connection.The corporation tasted competition for the first time after the liberalisation of Indian economy in 1991. Faced with stiff competition from the private telecom service providers, BSNL has subsequently tried to increase efficiencies itself. DoT veterans, however, put the onus for the sorry state of affairs on the Government policies, where in all state-owned service providers were required to function as mediums for achieving egalitarian growth across all segments of the society. The

corporation (then DoT), however, failed miserably to achieve this and India languished among the most poorly connected countries in the world. BSNL was born in 2000 after the corporatisation of DoT. The efficiency of the company has since improved. However, the performance level is nowhere near the private players. The corporation remains heavily unionised and is comparatively slow in decision making and implementation. Though it offers services at lowest tariffs, the private players continue to notch up better numbers in all areas, years after year. BSNL has been providing connections in both urban and rural areas. Pre-activated Mobile connections are available at many places across India. BSNL has also unveiled cost-effective broadband internet access plans (DataOne) targeted at homes and small businesses. At present BSNL enjoy's around 60% of market share of ISP services. Year of Broadband 2007 2007 has been declared as "Year of Broadband" in India and BSNL is in the process of providing 5 million Broadband connectivity by the end of 2007. BSNL has upgraded existing Dataone (Broadband) connections for a speed of up to 2 Mbit/s without any extra cost. This 2 Mbit/s broadband service is being provided by BSNL at a cost of just US$ 11.7 per month (as of 21/07/2008 and at a limit of 2.5GB monthly limit with 0200-0800 hrs as no charge period). Further, BSNL is rolling out new broadband services such as triple play.

BSNL is planning to increase its customer base to 108 million customers by 2010. With the frantic activity in the communication sector in India, the target appears achievable.

BSNL is a pioneer of rural telephony in India. BSNL has recently bagged 80% of US$ 580 m (INR 2,500 crores) Rural Telephony project of Government of India.

On the 20th of March, 2009, BSNL advertised the launch of BlackBerry services across its Telecom circles in India. The corporation has also launched 3G services in select cities across the country. Presently, BSNL and MTNL are the only players to provide 3G services, as the Government is still in the process of auctioning the 3G spectrum to private players. BSNL has also launched a Entertainment Portal called BSNL Hungama Portal from where subscribers could download contents like music, music videos for free and also download or play various games online. Only Tamil,Kannada,Telugu & Hindi are provided at present. Hopes are there that the database could be expanded. BSNL charges a fixed monthly subscription fee for this function. Challenges During the financial year 2006-2007 (from April 1, 2006 to March 31, 2007) BSNL has added 9.6 million new customers in various telephone services taking its customer base to 64.8 million. BSNL's nearest competitor Bharti Airtel is standing at a customer base of 39 million. However, despite impressive growth shown by BSNL in recent times, the Fixed line customer base of BSNL is declining. In order to woo back its fixed-line customers BSNL has brought down long distance calling rate under OneIndia plan, however, the success of the scheme is not known. However, BSNL faces bleak fiscal 2006-2007 as users flee, which has been acBSNL. Presently there is an intense competition in Indian Telecom sector and various Telcos are rolling out attractive schemes and are providing good customer services. Access Deficit Charges (ADC, a levy being paid by the private operators to BSNL for provide service in non-lucrative areas especially rural

areas) has been slashed by 37% by TRAI, w.e.f. April 1, 2007. The reduction in ADC may hit the bottomlines of BSNL. BSNL launched 3G services in 11 cities of country in 2nd march 2009.MTNL which operates in Mumbai and Delhi first launched 3G services in these cities. Bsnl is also giving rural broadband service to villages like low populated village like melakadambur.

CHAPTER 2 2.1 MAIN THEME OF THE PROJECT 2.1.1OBJECTIVES OF THE SYUDY

PRIMARY OBJECTIVES To analyze the quality of service provided by the BSNL

Secondary Objectives:
To find the factors influencing the service quality. To find the customer expectation of the service quality. To identify the actual service quality offered by BSNL. To give suggestions to improve the service quality of BSNL.

2.1.2 SCOPE OF THE STUDY

Telecommunication market is the growing sector. Today with many players in the telecommunication market the quality of the service plays a important role in retaining the customers. The customers expects high quality from their service providers. For a company to become a leader in the telecommunication market not only it should have more customers for it but also should be superior in its service than the competitors to have high customer satisfaction and hence they can easily retain their customers. It is important for an company to improve their service quality to meet the customer expectation.

2.1.2 LIMITATIONS OF THE STUDY

As this study is confined to the respondents of Coimbatore District, this research is applicable to Coimbatore District only and therefore the findings of this research study cannot be extended to other areas.

Sample size has been restricted due to time constraints.

There was several problems such as unwillingness of the respondents.

The data was collected using the questionnaire technique and therefore the study is limited to the data collected.

2.1.3 RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem allotting procedure, step of plan. it explains the various steps that are generally adopted by a researcher in studying the research problem. 2.1.3.1 RESEARCH COMPONENTS Research design Sampling technique instrument for data collection Questionnaire design Research tools

2.1.3.2 RESEARCH DESIGN Research design is the conceptual structure within which research is conducted. It constitutes the blueprint for the collection, measurement, analysis of data. The research design adopted was descriptive research design. Descriptive research includes surveys and fact-finding enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs as it exists at present. Descriptive research can only report what has happened or what is happening. 2.1.3.3 SAMPLING TECHNIQUES Non probability Random sampling technique is adopted in this survey. In this method, the sampling units are chosen primarily. The sample size of 150 is taken for analysis.

2.1.3.4 INSTRUMENT FOR DATA COLLECTION The primary data were used for this study. The researcher chose Questionnaire and personal interview method as instrument for the data collection.

2.1.3.5 QUESTIONNAIRE DESIGN The Questionnaire type is the structured non disguised type. The listing of questions is in pre arranged order & the object of enquiry is revealed to the respondent. In this questionnaire 5-point rating scales were used.

2.1.3.6 RESEARCH TOOLS The data has been mainly analyzed by using the following methods and tests. 1. 2. 3. Factor Analysis Anova method t-test

2.1.4 REVIEW OF LITERATURE

In an article by a correspondent, (1996)1 of The Hindu, in his Survey of Indian Industry, Telecom, he stated Telecommunication was introduced several years ago with analog technology. But now it witnessed that network for mobile telecom with digital technology with superior services developed by the European countries under global system for mobile communication. Murugesan, (2002)2 A study entitled A study on marketing of service by Coimbatore BSNL and Aircel Limited at Coimbatore District. From his conclusion it is known that consumers are also not fully satisfied with the telephone services of telephone provided by BSNL. Manoj Kohil, (2001)3 Chief Executive officer of Escorts says in his article Corporate Reports, Its a great competitive edge to replicate, but the service guarantee underlines the basic soundness and efficiency of operation which are not easy to replicate, definitely not in a short time. service guarantee underlines the basic soundness and efficiency of operation which are not easy to replicate, definitely not in a short time. which are not easy to replicate, definitely not in a short time. service guarantee underlines the basic

1.A Correspondent Telecom, The Hindu, Survey of Indian Industry, 1996, pp.139 145. 2.C.Murugesan.A study on Marketing of Services by Coimbatore BSNL and Aircel by Coimbatore,Research paper published in National Level seminar 2002. 3.Manoj Kholi, Corporate Reports, Business India, Vol 605, May 14 pp.73-76.
th th

27

2001,

soundness and efficiency of operation which are not easy to replicate, definitely not in a short time.

Nandhagopal, (2001)4 study entitled A study on consumer satisfaction of BSNL was based on primary data collected from BSNL subscriber. His conclusion was, that overall consumer service was good and the expectation of consumers was efficiently satisfied with hi-tech product service. Rajan Nanda, (2001)5 in the article Corporate Reports, highlights that with an investment of over Rs200 crore, Escotel is the largest investment, Escorts has made in recent years. This is proof enough to reflect the importance of telecom for them as a core business. Sunil mittal, (2002)6 in his article Telecom, A wire-line telephone, will be like a wall clock, where every house will have one. But a cellular phone will be like a wrist watch. Everyone will have one

4.R.Nandhagopal, A study on Consumer Satisfaction of BSNL, paper published in National conference, 2001.
5.Rajan Nandha, Corporate Reports, Business India, No 605, May 14 to 27 2001 pp.73-76. 6.Sunil mittal, Telecom, Business Today, Vol-11, No.2, Jan21st to Feb 3 pp.57-58.
rd th th

2002,

CHAPTER 3 3.1 ANALYSIS AND INTEREPTATION

Table 3.1.1 showing Gap mean difference Gap mean differences between customers expectations and perceptions of service quality in the BSNL in Coimbatore (n = 150) S.NO GAP MEANS -2.35

STATEMENT Modern-looking equipments

EXPECTATION PERCEPTION

4.54(0.58)

2.19(0.60)

Appealing physical activities

4.43(0.59)

1.80(0.62)

-2.63

Neat of staff

appearance

4.35(0.71)

1.96(0.63)

-2.39

Materials associated the service with are 4.50(0.53) 1.98(0.67) -2.52

visually appealing 5 Staff promise 6 Quick in giving new connection phone 4.58(0.53) 1.81(0.60) -2.77 keeping 4.76(0.75) 1.79(0.54) -2.97

7 8 9

Call divert option Caller ID facility Call facility waiting

4.34(0.69) 4.13(0.68) 4.47(0.59)

1.71(0.51) 2.03(0.65) 1.87(0.58)

-2.63 -2.10 -2.60

10

Call connectivity Issue of duplicate bills

4.58(0.53)

1.80(0.61)

-2.78 -2.68

11

4.49(0.63)

1.81(0.47)

12

Tariff rates are proper 4.65(0.52) voice 1.85(0.60) -2.76 2.23(0.66) -2.42

13

Proper clarity

while 4.61(0.53) communicating 14 Sincere interest in solving customers problems 15 Staff performing services right the 4.69(0.52) first time 16 Provide services 4.46(0.65)

1.74(0.56)

-2.72

2.21(0.72)

-2.48

at the time they 4.65(0.50) promise to do so 17 Insist on errorfree records 18 Staff telling 4.50(0.57)

2.04(0.68)

-2.61

2.04(0.68)

-2.46

customers exactly

4.63(0.53)

2.43(0.67)

-2.20

when

services

will be performed 19 20 Prompt service Staff willingness to help 21 Prompt response from staff 22 Behaviors of staff instill confidence 4.43(0.74) in customers 23 Customers safe in feel their 4.72(0.50) 1.88(0.53) -2.84 2.12(0.63) -2.31 4.53(0.57) 2.41(0.78) -2.12 4.80(0.50) 2.13(0.70) -2.67 4.59(0.53) 2.13(0.71) -2.46

transactions 24 Customers satisfactory feel 1.97(0.62) -2.50

in 4.47(0.52) their transactions 25 Friendliness and

courtesy of staff having knowledge to questions answer 4.59(0.66) 1.87(0.56) -2.72

26

Individual attention given by 4.53(0.68) staff 2.28(0.60) -2.25

27

Convenient operating hours 4.72(0.54) 2.03(0.57) -2.69

28

Staff customers

giving 1.92(0.60) -2.61

best 4.53(0.68) interest at heart 29 Personal attention given 30 Understanding the specific needs of 4.60(0.68) customers 4.64(0.53)

1.81(0.49)

-2.83

2.00(0.52)

-2.60

INTERPRETATION: Standard deviations are in parentheses. A negative gap indicates that customers perceived that service delivery did not meet their expectations. A positive gap indicates that customers perceived that service delivery exceeded their expectations.

Table 3.1.2 Showing Total Variance Explained S.NO Initial Eigen values % Of Total 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 3.416 2.690 2.586 2.119 1.755 1.595 1.543 1.353 1.246 1.211 1.180 1.012 .943 .863 .781 .688 .667 .588 .566 .456 .402 .389 .327 Variance 11.385 8.966 8.621 7.062 5.850 5.316 5.142 4.509 4.153 4.038 3.932 3.375 3.144 2.875 2.602 2.294 2.224 1.959 1.886 1.521 1.341 1.296 1.090 Cumulative % 11.385 20.351 28.972 36.034 41.884 47.200 52.342 56.851 61.004 65.041 68.973 72.348 75.492 78.367 80.969 83.263 85.487 87.446 89.333 90.853 92.194 93.490 94.581 Total 3.416 2.690 2.586 2.119 1.755 1.595 1.543 1.353 1.246 1.211 1.180 1.012 Extraction Sums of Squared Rotation Sums of Squared Loadings % of Variance 11.385 8.966 8.621 7.062 5.850 5.316 5.142 4.509 4.153 4.038 3.932 3.375 Cumulative % 11.385 20.351 28.972 36.034 41.884 47.200 52.342 56.851 61.004 65.041 68.973 72.348 Total 2.178 2.071 2.070 1.992 1.951 1.779 1.703 1.673 1.618 1.582 1.575 1.513 Loadings % of Variance 7.260 6.904 6.899 6.640 6.504 5.929 5.675 5.577 5.394 5.273 5.250 5.043 Cumulative % 7.260 14.164 21.063 27.702 34.207 40.136 45.811 51.388 56.782 62.055 67.305 72.348

24 25 26 27 28 29 30

.312 .280 .267 .254 .209 .163 .141

1.041 .935 .888 .846 .695 .542 .471

95.621 96.556 97.445 98.291 98.987 99.529 100.000

INTERPRETATION: Thirty factors were reduced to twelve components by using factor analysis.

Table 3.1.3 Showing Rotated Component Matrix

COMPONENT 1 Modernlooking equipments Appealing physical activities Neat appearance of -.034 .013 staff Materials associated with the service are -.150 -.202 -.285 .333 visually appealing Staff keeping -.025 -.061 -.097 -.146 .861 in new .805 -.160 -.015 -.215 .031 -.113 .173 -.102 -.198 .090 .088 -.020 .059 -.019 -.067 .084 -.159 .015 -.052 .432 .230 .038 .097 -.074 .280 -.116 .160 .107 .780 -.121 .062 .117 -.068 .089 .047 -.029 -.093 .035 -.243 .733 .076 -.115 .051 -.035 .001 -.035 .215 -.056 .218 .721 .131 .126 -.058 -.078 .051 -.093 .150 -.042 -.059 -.239 .083 2 3 4 5 6 7 8 9 10 11 12

promise Quick giving phone connection

Call option

divert -.137 .006 .766 -.039 -.121 -.117 .146 .007 -.235 -.092 -.198 .032

Caller facility Call facility Call connectivity Issue

ID -.056 -.079 .186 waiting .452 -.109 .299 .053 .036 -.016 -.157 .236 .527

-.047 .130

-.016 -.108 -.055

-.108 -.043 -.184 .057

.090

-.014 .780

-.742 .040 of -.022 .118

.045

-.150 -.103

.030

.200

.078

-.170

.231

.020

.155

duplicate bills Tariff rates are proper Proper clarity voice

.087

.068

-.055

-.023 .176

.841

-.017

.045

-.034 -.114

.078

-.516 -.090 -.155 -.108

.106

-.069 .468

.098

-.180 -.082 -.156

while .224 communicating Sincere interest in solving customers problems Staff performing services right .043

-.079 -.090 -.124 -.022

.132

-.786 -.037 .003

-.113 .028

.021

-.350 .090

-.013 .297

.063

-.017 -.308 .457

-.361

.265

.248

-.035

.046

.010

-.114 -.005

-.799 .063

-.098 .030

-.005 -.018 .007

the first time Provide services at the time they -.029 .048 .383 .021 -.022 .203 .196 .151 -.163 .143 promise to do -.123 .562 so

Insist on errorfree records Staff telling .109 -.020 -.025 .048 -.087 .096 .810 .084 -.115 -.105 .125 -.015

customers exactly when .173 services will be performed Prompt service Staff willingness to .035 help Prompt response from -.087 -.028 -.076 -.010 .102 staff Behaviors staff of .003 -.138 .058 -.029 -.002 .305 .279 .008 .088 .184 .644 .245 -.005 -.086 .001 .844 .044 .041 .028 -.288 -.065 -.317 -.337 -.238 -.220 -.269 .412 .099 .207 .183 -.026 -.809 .102 -.087 .179 -.168 -.035 -.122 .128 .202 -.042 .007 .095 -.051 .069 .048 .137 .024 -.044 -.054 -.776 -.098 -.075

instill in

confidence customers

Customers feel safe in their -.050 .401 transactions Customers feel satisfactory in their transactions -.052 .271 -.102 .742 .130 .050 .033 .150 -.261 -.169 -.081 -.007 .013 .030 .158 .668 .049 -.198 -.020 -.265 -.072 -.052

Friendliness and courtesy of staff having knowledge answer questions Individual attention given -.137 .070 by staff Convenient operating hours Staff giving .182 .420 -.235 .351 .030 .038 .208 .375 .244 .117 .089 .123 .348 -.252 -.020 .080 .478 .091 -.130 .095 .514 -.023 -.166 -.102 -.055 .020 -.154 -.034 -.024 .027 -.001 .862 -.066 to .182 -.127 .064 -.190 .403 -.085 -.049 .380 .331 -.028 .085 .418

customers best .125 interest at heart Personal attention given Understanding the needs customers specific of .228 .154

.321

-.105 .180

.530

.010

-.142 -.154 .006

.150

.075

-.178

.092

.680

.120

-.003

.035

-.034 .078

.192

-.195 .179

-.318

INTERPRETATION: The statements value greater than 0.7 are taken as the contributors for the component. Two components have been left out since none of the statements have values greater than 0.7

Table 3.1.4 Showing Factors responsible for service quality

Attributes 1. Modern looking equipments 2. Quick in giving new phone connection 3.Appealing physical activities 4.Call divert option 5.Neat appearance of staff 6.Customers feel satisfactory in their transactions 7.Staff keeping promise 8.Customers transactions 9.Insist on error free records 10.Issue of duplicate bills 11.Prompt response from staff 12.Individual attention given by staff 13.Call waiting facility feel safe in

Factors Factor 1 Tangibility

Factor 2 Activities

Factor 3 - Appearance

Factor 4 - Assurance their Factor 5 Reliability

Factor 6 - Error Factor 7 - Duplicate bills Factor 8 Responsiveness Factor 9 Empathy Factor 10 Call waiting

INTERPRETATION: The factors which are responsible for the service quality are listed in the table.

Table 3.1.5 Showing Relation between perception and age of the customers

STATEMENTS Modern-looking equipments Appealing activities Neat appearance of staff Materials associated with

F .295 physical .480

SIG. .881

.750

.906

.462 .357

the service are visually 1.103 appealing Staff keeping promise Quick in giving .576 .681 .241

new 1.388

phone connection Call divert option Caller ID facility Call waiting facility Call connectivity Issue of duplicate bills Tariff rates are proper Proper voice clarity while communicating .616 .889 .870 .314 .817 1.487 .772 .619 .484 .868 .516 .209 .545 .650 .652

Sincere interest in solving .282 customers problems

Staff performing services 1.462 right the first time Provide services at the time they promise to do .461 so Insist on error-free records Staff telling 1.155

.217

.764

.333 .907

customers .254

exactly when services will be performed Prompt service Staff willingness to help Prompt staff Behaviors of staff instill confidence in customers 1.032 .196 .393 response .555 1.267 .695 .286 .657

from .608

Customers feel safe in 1.531 their transactions Customers satisfactory transactions Friendliness and courtesy of staff knowledge questions to having answer 1.470 in feel .090 their

.985

.214

Individual attention given .280 by staff Convenient hours Staff giving customers 1.494 .842 operating .480

.891

.750

.207

best interest at heart Personal attention given

.501 .154

Understanding the specific 1.696 needs of customers

INTERPRETATION: There is no significant relationship between perception and age of the customers.

Table 3.1.6 Showing Relation between perception and gender of the customers

Levene's Test for

Equality of Variances t-test for Equality of Means Sig. (2Std. Mean Error 95% Interval Confidence of the

tailed Diffe Differen Difference F Modern Looking equipments Sig. T Df 148 ) rence ce Lower -.19445 Upper .21565

Equal variances .344 .558 .102 assumed Equal variances not assumed Equal variances 3.585 .060 .527 assumed .104

.919 .010 .10376

108.738 .918 .010 .10216

-.19189

.21308

148

.599 .056 .10653

-.15440

.26665

Appealing physical activities Equal variances not assumed .503 91.371 .616 .056 .11163 -.16560 .27784

Equal variances .796 .374 .232 assumed Neat appearance staff of Equal variances not assumed .227

148

.817 .025 .11144

-.19431

.24611

97.483

.821 .025 .11406

-.20046

.25227

Materials associated with the service are visually appealing Staff keeping promise

Equal variances 2.448 .120 -.621 148 assumed

.535 -.071 .11500

-.29869

.15583

Equal variances not assumed

-.641 113.509 .523 -.071 .11150

-.29233

.14947

Equal variances 3.766 .054 -1.212 148 assumed Equal variances not assumed

.228 -.112 .09295

-.29632

.07105

-1.242 111.543 .217 -.112 .09069

-.29234

.06706

Quick in giving new phone connection Call divert option

Equal variances 3.301 .071 -.223 148 assumed Equal variances not assumed

.824 -.023 .10390

-.22847

.18216

-.235 120.729 .815 -.023 .09848

-.21813

.17182

Equal variances 1.574 .212 .890 assumed Equal variances not assumed .877

148

.375 .078 .08821

-.09582

.25281

99.989

.382 .078 .08947

-.09902

.25601

Caller facility

ID Equal variances .008 .930 -.624 148 assumed Equal variances not assumed

.534 -.070 .11258

-.29272

.15222

-.617 100.945 .538 -.070 .11381

-.29601

.15551

Call

waiting Equal variances .636 .426 -.500 148 facility assumed Equal variances not assumed -.479 92.383

.618 -.050 .10040

-.24865

.14818

.633 -.050 .10478

-.25833

.15786

Call connectivity

Equal variances .001 .975 -.243 148 assumed Equal variances not assumed

.808 .025 .10488

-.23277

.18175

-.241 101.624 .810 -.025 .10577

-.23532

.18430

Issue of duplicate bills

Equal variances .174 .677 .175 assumed Equal variances not assumed .179

148

.861 .014 .08083

-.14561

.17386

111.101 .858 .014 .07898

-.14237

.17063

Tariff rates are Equal variances 1.468 .228 1.819 148 proper assumed Equal variances not assumed Proper voice clarity while communicating Equal variances 1.992 .160 1.885 148 assumed Equal variances not assumed

.071 .205 .11286

-.01776

.42828

1.801 101.285 .075 .205 .11395

-.02078

.43130

.061 .191 .10180

-.00926

.39309

1.883 103.686 .063 .191 .10194

-.01024

.39407

Sincere interest Equal variances .680 .411 .192 in assumed solving customers problems Staff performing service at first time Provide services at the time they promise to do so Equal variances .607 .437 .850 assumed Equal variances not assumed .851 Equal variances not assumed .198

148

.848 .018 .09592

-.17110

.20800

112.796 .843 .018 .09321

-.16623

.20312

148

.397 .104 .12288

-.13843

.34722

104.712 .396 .104 .12262

-.13874

.34753

Equal variances .257 .613 -.117 148 assumed Equal variances not assumed

.907 -.013 .11742

-.24578

.21830

-.118 107.230 .906 -.013 .11619

-.24405

.21658

Insist on error Equal variances 4.719 .031 1.078 148 free records assumed Equal variances not assumed Staff telling Equal variances 1.508 .221 .074 customers assumed exactly when Equal variances service will be not assumed performed .072 94.526 148 1.035 92.729

.283 .123 .11429

-.10262

.34908

.304 .123 .11911

-.11330

.35977

.941 .008 .11652

-.22163

.23890

.943 .008 .12060

-.23080

.24806

Prompt service Equal variances .014 .906 .000 assumed Equal variances not assumed Staff willingness to help .000

148

1.000 .000 .12294

-.24295

.24295

104.577 1.000 .000 .12273

-.24337

.24337

Equal variances .129 .720 -1.066 148 assumed Equal variances not assumed

.288 -.127 .12003

-.36513

.10925

-1.059 102.085 .292 -.127 .12085

-.36765

.11176

Prompt response from staff

Equal variances .095 .759 -.827 148 assumed Equal variances not assumed

.410 -.111 .13480

-.37785

.15493

-.851 112.786 .397 -.111 .13100

-.37101

.14809

Behavior staff instill confidence in customers

of Equal variances 1.005 .318 .435 assumed Equal variances not assumed .456

148

.664 .047 .10907

-.16805

.26303

118.072 .650 .047 .10425

-.15895

.25392

Customers feel safe in their transactions

Equal variances 3.077 .081 1.229 148 assumed Equal variances not assumed 1.199 97.180

.221 .111 .09071

-.06779

.29071

.233 .111 .09295

-.07301

.29593

Customers feel Equal variances .065 .799 -.196 148 satisfactory in assumed their transactions Equal variances not assumed

.845 -.020 .10625

-.23076

.18916

-.196 104.488 .845 -.020 .10610

-.23118

.18958

Friendliness and courtesy of staff having knowledge to answer questions Individual attention given by staff

Equal variances .001 .971 1.145 148 assumed

.254 .110 .09635

-.08012

.30069

Equal variances not assumed

1.180 113.418 .240 .110 .09345

-.07485

.29541

Equal variances 2.328 .129 .438 assumed Equal variances not assumed .456

148

.662 .045 .10385

-.15969

.25074

116.147 .649 .045 .09985

-.15224

.24329

Convenient operating Hours

Equal variances 2.622 .108 2.290 148 assumed Equal variances not assumed

.023 .217 .09479

.02973

.40434

2.321 108.174 .022 .217 .09350

.03171

.40235

Staff giving customers best interest at heart

Equal variances .111 .740 .898 assumed

148

.371 .092 .10271

-.11074

.29520

Equal variances not assumed .908 107.323 .366 .092 .10160 -.10917 .29363

Personal attention Given

Equal variances 1.976 .162 .788 assumed Equal variances not assumed .780

148

.432 .065 .08366

-.09939

.23126

100.938 .437 .065 .08457

-.10184

.23371

Understanding Equal variances .068 .795 .529 specific needs assumed of customers Equal variances not assumed .533

148

.598 .047 .08911

-.12899

.22319

106.782 .595 .047 .08830

-.12795

.22215

INTEREPTATION: For the significance value greater than 0.5 equal variances assumed will be taken and for the significance value less than 0.5 equal variances not assumed will be taken and corresponding t-values will be taken. It was found there was statistical difference between male and female for Materials associated with the service are visually appealing, Staff keeping promise, Quick in giving new phone connection, Call waiting facility, Call connectivity, Provide services at the time they promise to do so, Staff willingness to help, Prompt response from staff.

Table 3.1.7 Showing Relation between perception and income of the customers

STATEMENTS Modern-looking equipments Appealing activities Neat appearance of staff Materials associated with the service are visually 3.041 appealing Staff keeping promise Quick in giving new .503 .352 .852 .470 .129 .678 1.068 .519 .625 physical .406

SIG. .804

.033 1.004

.998 .408

.019

.645 .734 .843 .495 .758 .971 .609 .375 .722

phone connection Call divert option Caller ID facility Call waiting facility Call connectivity Issue of duplicate bills Tariff rates are proper Proper voice clarity while communicating Sincere interest in solving customers problems

.245

.912

Staff performing services right the first time Provide services at the time they promise to do 1.957 so .104 1.861 .120

.134 Insist on error-free records 1.792

Staff

telling

customers .892

exactly when services will .277 be performed Prompt service Staff willingness to help Prompt staff Behaviors of staff instill confidence in customers Customers feel safe in their transactions Customers satisfactory transactions Friendliness and courtesy of staff knowledge questions Individual attention given .745 to having answer .614 in feel their .530 .781 .734 response from 1.002 1.287 1.505

.278 .204 .409

.570

.539

.714

.653

.563

by staff Convenient hours Staff giving customers .247 .860 1.135 .911 .490 .342 operating .637 .637

best interest at heart Personal attention given Understanding the specific needs of customers

Table 3.1.8 Showing Post Hoc Test

95% Interval (I) INC (J) Mean Lower Sig. Bound -.7130 -.1937 -.2624 -1.2614 -.5035 -.1532 -.2171 -1.1950 -.7031 -.8720

Confidence

OM INCO Difference Std. Dependent Variable Materials E ME (I-J) -.10476 .25466 .22682 -.47619 .10476 .35942 .33158 -.37143 -.25466 -.35942 -.02784 -.73085* Error

Upper Bound .5035 .7031 .7160 .3091 .7130 .8720 .8802 .4521 .1937 .1532 .3356 -.0171

associated 1.00 2.00 3.00 4.00 5.00 2.00 1.00 3.00 4.00 5.00 3.00 1.00 2.00 4.00 5.00

.22019 .989 .16232 .520 .17710 .703 .28426 .452 .22019 .989 .18555 .303 .19861 .456 .29814 .725 .16232 .520 .18555 .303

with the service are visually appealing

.13157 1.000 -.3913 .25836 .042 -1.4446

4.00 1.00 2.00 3.00 5.00 5.00 1.00 2.00 3.00 4.00

-.22682 -.33158 .02784 -.70301 .47619 .37143 .73085* .70301

.17710 .703 .19861 .456

-.7160 -.8802

.2624 .2171 .3913 .0370 1.2614 1.1950 1.4446 1.4430

.13157 1.000 -.3356 .26789 .071 .28426 .452 .29814 .725 .25836 .042 .26789 .071 -1.4430 -.3091 -.4521 .0171 -.0370

INTERPRETATION: Only mean value of materials associated with the service are visually appealing is below 0.5 so there is statistically difference between mean. The multiple comparison test shows where mean is located. The turkey post hoc test was conducted it was found there was statistical difference between 3& 1 income level of people.

Table 3.1.9 Showing Relation between expectation and age of the customers

STATEMENTS Modern-looking equipments Appealing activities Neat appearance of staff Materials associated with the service are visually 1.101 appealing Staff keeping promise Quick in giving new 1.375 1.610 .310 .569 1.082 .476 1.928 .094 1.144 physical 1.984

SIG. .100

.413 1.726

.799 .147

.359

.338 .245 .175 .871 .686 .368 .753 .109 .984

phone connection Call divert option Caller ID facility Call waiting facility Call connectivity Issue of duplicate bills Tariff rates are proper Proper voice clarity while communicating Sincere interest in solving customers problems

.995

.412

Staff performing services right the first time Provide services at the time they promise to do .100 so Insist on error-free records .292 .624 Staff telling customers .646 exactly when services will be performed .982 .653 .626

.882

Prompt service Staff willingness to help Prompt staff Behaviors of staff instill confidence in customers Customers feel safe in their transactions Customers satisfactory transactions in feel their response from

.794 .797 1.286

.531 .529 .278

.439

.780

1.929

.109

2.391

.053

Friendliness and courtesy of staff knowledge questions Individual attention given by staff Convenient hours Staff giving customers .707 1.089 .221 .589 .364 .926 operating 2.094 .085 1.176 .324 to having answer .564 .689

best interest at heart Personal attention given Understanding the specific needs of customers

INTERPRETATION: There is no significant relationship between expectation and age of the customers.

Table 3.1.10 Showing Relation between expectation and gender of the customers

Levene's Test Equality Variances for of t-test for Equality of Means 95% Confidence Sig. (2F Modern Looking equipments Equal variances .094 assumed Equal variances not assumed Appealing physical activities Equal variances .731 assumed Equal variances not assumed 1.310 105.647 .193 .132 .100 -.067 .332 .394 1.303 148 .194 .132 .101 -.068 .332 -.377 104.717 .707 -.037 .098 -.233 .158 .760 -.377 148 .707 -.037 .099 -.232 .158 Sig. t Df Mean Interval of the

Differenc Std. Error Difference Difference Lower Upper

tailed) e

Equal variances .000 Neat appearance of staff assumed Equal variances not assumed Materials associated with the service are visually appealing Equal variances .899 assumed Equal variances not assumed Equal variances 12.619 .001 -1.625 148 Staff keeping promise assumed Equal variances not assumed Quick in giving new phone connection Equal variances 2.768 .098 .026 assumed Equal variances not assumed .025 92.318 .980 .002 .094 -.185 .190 148 .979 .002 .090 -.176 .181 -1.708 119.367 .090 -.124 .072 -.267 .019 .106 -.124 .076 -.274 .026 -.460 110.418 .647 -.040 .088 -.216 .135 .345 -.450 148 .653 -.040 .090 -.219 .138 .558 102.058 .578 .068 .123 -.175 .312 .996 .562 148 .575 .068 .122 -.172 .310

Equal variances .066 Call divert option assumed Equal variances not assumed Equal variances .086 Caller ID Facility assumed Equal variances not assumed Equal variances 1.727 .191 1.011 148 Call Waiting Facility assumed Equal variances not assumed Equal variances 1.042 .309 -.099 148 Call connectivity assumed Equal variances not assumed -.102 110.745 .919 -.009 .088 -.185 .167 .921 -.009 .090 -.188 .170 .963 91.009 .338 .102 .106 -.109 .314 .314 .102 .101 -.098 .303 .532 98.060 .596 .063 .119 -.173 .300 .770 .543 148 .588 .063 .117 -.167 .294 -.184 102.448 .855 -.021 .119 -.259 .215 .797 -.185 148 .854 -.021 .118 -.256 .212

Equal variances .946 Issue of duplicate bills assumed Equal variances not assumed Equal variances .240 Tariff rates are proper assumed Equal variances not assumed Equal Proper voice clarity while variances 1.094 .297 -.199 148 assumed Equal variances -.204 110.906 .839 -.018 .088 -.193 .157 .843 -.018 .090 -.197 .161 .151 100.464 .881 .013 .091 -.167 .194 .625 .152 148 .879 .013 .090 -.164 .191 -1.282 115.013 .202 -.132 .103 -.337 .072 .332 -1.238 148 .218 -.132 .107 -.344 .079

communicating not assumed Sincere interest in solving customers problems Equal variances .011 assumed Equal variances not assumed

.917 -.774 148

.440

-.086

.111

-.306

.134

-.781 106.938 .436

-.086

.110

-.305

.132

Equal variances 1.815 .180 .942 Staff performing assumed service at first time Equal variances not assumed Equal variances 7.557 .007 -1.579 148 Provide services assumed at the time they Equal promise to do so variances not assumed Equal variances .191 Insist on error assumed free records Equal variances not assumed Staff Telling customers exactly when will be performed Equal variances .224 assumed Equal service variances not assumed .111 100.772 .912 .010 .091 -.172 .192 .637 .112 148 .911 .010 .090 -.169 .189 .337 105.456 .737 .032 .096 -.159 .224 .663 .335 148 .738 .032 .097 -.159 .224 .117 -.134 .085 -.303 .033 .924 98.551 .358 .083 .090 -.096 .264 148 .348 .083 .089 -.092 .260

-1.595 107.112 .114

-.134

.084

-.301

.032

Equal variances .062 assumed Prompt service Equal variances not assumed Equal variances 2.513 .115 .913 assumed Staff willingness Equal to help variances not assumed Equal variances 3.755 .055 1.558 148 assumed Prompt response from staff Equal variances not assumed 1.592 110.640 .114 .150 .094 -.036 .337 .121 .150 .096 -.040 .340 148 .362 .078 .085 -.091 .248 .407 101.230 .685 .037 .091 -.144 .218 .804 .411 148 .681 .037 .090 -.141 .216

.889

96.437

.376

.078

.088

-.096

.253

Behaviour of staff instill confidence in customers

Equal variances assumed

1.070 .303 .821

148

.413

.104

.127

-.147

.356

Equal variances not assumed Equal variances .143 .706 -.183 148 .855 -.015 .085 -.184 .153 .832 107.963 .407 .104 .125 -.144 .354

Customers feel safe in

assumed Equal -.183 104.061 .855 -.015 .085 -.185 .154

their transactions variances not assumed Equal Customers feel satisfactory in

variances 1.383 .241 -.348 148 assumed Equal

.728

-.031

.089

-.206

.144

their transactions variances not assumed -.338 96.090 .736 -.031 .091 -.212 .150

Friendliness and courtesy of staff having knowledge to

Equal variances .786 assumed .377 -.301 148 .763 -.034 .113 -.257 .189

Equal

answer questions variances not assumed Equal variances .050 Individual attention by staff assumed given Equal variances not assumed Equal variances .064 Convenient operating hours assumed Equal variances not assumed

-.293 96.523

.770

-.034

.116

-.265

.196

.824 1.109 148

.269

.128

.116

-.100

.358

1.099 101.472 .274

.128

.117

-.103

.361

.801 -1.251 148

.213

-.115

.092

-.297

.066

-1.221 97.218

.225

-.115

.094

-.303

.072

Staff customers

giving Equal best variances .608 .437 -.754 148 .452 -.087 .116 -.316 .141

interest at heart assumed Equal variances not assumed Personal attention given Equal variances .016 assumed Equal variances not assumed Understanding Equal .479 -1.324 148 .188 -.153 .115 -.381 .075 .396 101.427 .693 .036 .091 -.144 .216 .900 .400 148 .690 .036 .090 -.142 .214 -.777 112.988 .439 -.087 .112 -.310 .135

specific needs of variances .503 customers assumed Equal variances not assumed

-1.354 110.863 .178

-.153

.113

-.377

.070

INTERPRETATION: After t-values are taken it was found there was statistical difference between male and female for Modern looking equipments, Staff keeping promise, Call divert option, Call connectivity, Issue of duplicate bills, Proper voice clarity while communicating, Sincere interest in solving customers problems, Provide services at the time they promise to do so, Staff giving customers best interest at heart.

Table 3.1.11 Showing Relation between expectation and income of the customers

STATEMENTS Modern-looking equipments Appealing activities Neat appearance of staff Materials associated with the service are visually .809 appealing Staff keeping promise Quick in giving new .400 .972 .560 .793 .587 2.064 .267 .142 .672 physical 2.258

SIG. .066

1.051 .482

.383 .749

.521

.612 .809 .425 .692 .532 .673 .088 .899 .966

phone connection Call divert option Caller ID facility Call waiting facility Call connectivity Issue of duplicate bills Tariff rates are proper Proper voice clarity while communicating Sincere interest in solving customers problems Staff performing services right the first time

.581

.677

.607

.658

Provide services at the time they promise to do 1.394 so .239

.505 Insist on error-free records .835

Staff

telling

customers .425

exactly when services will .971 be performed Prompt service Staff willingness to help Prompt staff Behaviors of staff instill confidence in customers Customers feel safe in their transactions Customers satisfactory transactions Friendliness and courtesy of staff knowledge questions Individual attention given 1.378 to having answer .812 in feel their 1.354 .987 .282 response from .269 1.296 1.881

.274 .117 .898

.890

.417

.253

.520

.244

by staff Convenient hours Staff giving customers .221 .837 Personal attention given .926 operating .658 .622

best interest at heart

.504

Understanding the specific needs of customers 1.173 .325

INTERPRETATION: There is no significant relationship between expectation and income of the customers.

CHAPTER 4 4.1 FINDINGS Negative gap indicates that the service quality does not meet the customers expectations. Customers feels that the staff does not meet or deliver the promise they have made to do a particular service to the customer. Customers do not feel satisfied with their transactions. There is no personal attention given to a customer problem. There is delay in giving new phone connections to the customers. The twelve identified. The factors responsible for the service quality are identified. The ten factors responsible for the service quality are tangibility, activities, appearance, assurance, reliability, error, duplicate bills, responsiveness, empathy, call waiting. People of different age group have same perception about the quality of service provided by the BSNL. People of different income level do not have same perceptions about the materials associated with the service are visually appealing to them. The perception of the people in convenient operating hours of the BSNL also differs. Some age groups of people have different opinion about their satisfaction level with the transactions made. Every income level people of people have same expectation about the quality of service provided by the BSNL. components responsible for the service quality are

4.2 SUGGESTIONS Staffs must keep the promise they have delivered to the customers. There should be personal attention given for every customer problem. The service should meet the exact complaints of the customers and they also should provide the service in the stipulated time. Proper response to the customer complaint should be given. Since every income level of people and both gender of people have same expectations about the service quality its easy to retain people once their expectations are met. Every age group of people has same perception about the quality of service provided by the BSNL so its easy to cover all age group of people towards the service provider once the BSNL improve its service quality.

4.3 CONCLUSIONS The study helped to know the satisfactory level of the customer service provided by the company. It aided to know about the customers expectations and problems. The customers are mostly dissatisfied with the service provided by the company. It was also found that the customers are having some problems. Standardization of services is becoming the goal of the service industry, but customers feel high satisfaction level in personalized service provided to them.

QUESTIONNAIRE
The purpose of the study----Analysis of Service Quality of BSNL. which I have taken as Research Project, is to find out the customers are satisfied. Hence, I seek kind co-operation in filling up this Questionnaire. Thanking you PERSONAL DETAILS NAME: AGE: GENDER: INCOME: OCCUPATION: (Please which is appropriate) (5-Highlysatisfied,4-Satisfied,3-Neutral,2-Dissatisfied, 1-Highlydissatisfied)

EXPECTATION SNO 1. Attributes Modern-looking equipments 2. Appealing physical activities 3. Neat of staff appearance

PERCEPTION

(5) (4) (3) (2) (1) (5) (4) (3) (2) (1)

4.

Materials associated the service with are

visually appealing 5. Staff promise keeping

6.

Quick giving phone connection

in new

7.

Call option

divert

8.

Caller facility

ID

9.

Call facility

waiting

10.

Call connectivity

11.

Issue

of

duplicate bills 12. Tariff rates are proper 13. Proper clarity voice while

communicating

14.

Sincere interest in solving customers problems

15.

Staff performing services right

the first time 16. Provide services at the time they

promise to do so 17. Insist on errorfree records 18. Staff telling

customers exactly when

services will be performed 19. 20. Prompt service Staff willingness to help 21. Prompt response from staff

22.

Behaviors staff

of

instill in

confidence customers 23.

Customers feel safe in their

transactions 24. Customers feel satisfactory in their transactions 25. Friendliness and courtesy of staff having to

knowledge answer questions 26. Individual

attention given by staff 27. Convenient operating hours 28. Staff giving

customers best interest at heart

29.

Personal attention given

30.

Understanding the needs customers specific of

BIBLIOGRAPHY
BOOKS: Richard I. Levin & David S. Rubin, STATISTICS FOR MANAGEMENT, Pearson Education, seventh Edition, 2002. C.R. Kothari, Research Methodology Methods and Techniques, Vishwa Prakashan, second edition. R. Nandagopal, K. Arul Rajan & N. Vivek, Research methods in business, Excel books

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