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Python ASSIGNMENT 21

The assignment focuses on measuring service quality across various industries using the SERVQUAL tool, which includes five dimensions: Reliability, Assurance, Responsiveness, Tangibles, and Empathy. Groups are required to develop and apply a SERVQUAL questionnaire for specified brands in telecom, ISP, online food delivery, online classes, OTT platforms, and online grocery sectors. Each group must collect a total of 120 completed questionnaires, analyze the findings, and provide recommendations, with a report submission deadline of December 5th, 2021.

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Saurabh Kumar Singh
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26 views2 pages

Python ASSIGNMENT 21

The assignment focuses on measuring service quality across various industries using the SERVQUAL tool, which includes five dimensions: Reliability, Assurance, Responsiveness, Tangibles, and Empathy. Groups are required to develop and apply a SERVQUAL questionnaire for specified brands in telecom, ISP, online food delivery, online classes, OTT platforms, and online grocery sectors. Each group must collect a total of 120 completed questionnaires, analyze the findings, and provide recommendations, with a report submission deadline of December 5th, 2021.

Uploaded by

Saurabh Kumar Singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

ASSIGNMENT

Service quality is a concept that has aroused considerable interest and


debate in the research literature because of the difficulties in both defining it
and measuring it. Besides, there are many different definitions of what is
meant by service quality. The most common definition used to define service
quality is the extent to which a service meets customers’ needs or
expectations (Lewis and Mitchell, 1990; Dotchin and Oakland, 1994;
Asubonteng et al ., 1996; Wisniewski and Donnelly, 1996). Service quality
can also be defined as the difference between customer expectations of
service and perceived service. If expectations are greater than performance,
then perceived quality is less than satisfactory and the result is customer
dissatisfaction (Parasuraman et al ., 1985; Lewis and Mitchell, 1990).
Customer satisfaction is often defined as the customers’ post-purchase
comparison between pre-purchase expectation and performance received
(Oliver, 1980; Zeithaml et al., 1993). First of all, many researchers present
that service quality has positive related relationship with customer
satisfaction. In other words, service quality influence customer satisfaction
and vice versa customer satisfaction influence quality (Jun and Cai, 2010).
There is no doubt that in the world’s today intensive competition, once a
business wants to survive, they have to improve the service quality that
helps them to achieve a different advantage over their rivalries. Service
quality, therefore has become one of the critical factors for satisfying and
retaining valued customers in every industries and banking is not an
exception.

This assignment aims to measure service quality for the given industries
using the SERVQUAL tool. The following five dimensions that still play an
important role in the SERVQUAL Model:

1. Reliability
2. Assurance
3. Responsiveness
4. Tangibles
5. Empathy

GUIDELINE:

1. This is a group project. One report submission per group.


2. Develop and apply the SERVQUAL questionnaire for the given industry
and brand.
a. Telecom: Airtel/Jio
b. ISP: Airtel/ Jio
c. Online Food Delivery: Zomato/Swiggy
d. Online classes: Coursera/Unacademy
e. OTT platforms: Netflix/Amazon Prime
f. Online Grocery: Bigbasket/Grofers
3. 20 questionnaires to be filled per member. If there are 06 members in
a group, 120 questionnaires to be filled up.
4. Analyze the findings and offer recommendations.
5. Word limit 3000 words only.
6. Submission: 05th December 21.
7. Submit the excel sheet with the report.

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