Vol. 3, Issue 10 (2016)
Customer perception measuring service quality provided by Airtel telecom services in Coimbatore
Author(s): Prabuvengatesh T, Dr. Srinivasan R
Abstract: Services are deeds, processes and performances. Broadly speaking, services include all economic activities whose output is not a physical product or whose construction is generally consumed at the time it is produced and which provides added value in forms (convenience, amusement, timeliness, comfort or health) that are essentially intangible for its first purchaser. The telecom services have been recognized the world over as an important tool for socio-economic development for a nation. This study attempts to assess the service quality perceptions on the Airtel services which is one of the leading private players in telecom sector and providing services such as Telecommunication (Landline and Mobile) and Broadband Services (Fixedline and Wifi) that are considered as high priority services in telecommunication sector for the study. The objectives are to study the demographic variables of the customers using Telecom services of Airtel in Coimbatore, to measure a model based on the perception towards the services quality provided by Airtel telecom service providers and to contribute suggestions for policy implications. The survey was conducted among the various customers who are specifically using only Airtel telecom services in Coimbatore city limits. The sample size of the study is 175 Nos. The technique used for the research is Non-Probability sampling considering the accessibility and availability of Individuals only using Airtel Telecom services in Coimbatore, the sampling technique selected for the study is on a convenience basis. The study concludes that the service quality provided by Airtel Telecom was found to have highly influenced the customers in Coimbatore and their perception based on the service quality aspects such as Tangibility, Reliability, Responsiveness, Assurance, Empathy and Technical Quality were all found to have been significant contributors in achieving the expected quality. There is a need to specifically improve the empathy factor that was perceived low by the customers who felt that the understanding of the service provider needed more effective to achieve the service quality in the Telecom sector to achieve greater heights in the near future.