The literature review of the articles identifies that SERVEQUAL model is the most sought out framework for conducting the GAP analysis between existing quality and the service quality. Furthermore, customer needs and wants are subjected to change based on the development of technology and increase the scope of the use of cellular services. Customer knowledge is abundant, and the perceived advantageous position against the offerings of the competitor will ensure customer loyalty of the concerned organisation.
The sampling procedure uses convenience sampling methodology to collect the data for this research. The respondents are connected through online method of communication. The targeted numbers of respondents are 30 for this research. However, 50 respondents are communicated for their participation and availability. Due to the limitations in terms to determining and accessibility of the population, the samples are chosen as per the convenience of the researcher. The data gathering instrument is the Online Survey method using Google Forms. The responses are collected in Microsoft Excel for further analysis and Interpretation.
The various statistical tools used in this research are measures of central tendency like Mean, Median and Mode. These tools help to determine the relative response of the sample and will establish the general trend against various parameters of Reliability, Responsiveness, Tangibility, Empathy and Assurance. Data Representation techniques, like bar chart, have been used to effectively represent the data in a meaningful way.
The responses of the respondents about the expectation against the Quality of the internet are as follows: –
Speed – 19 respondents explicitly mentioned ‘Speed’ as their primary expectation about the quality of the Internet.
Stability- 5 respondents explicitly mentioned ‘Stability’ of internet connection is of prime importance.
The expectation from any internet service provider has been responded by the sample as follows: –
7 respondents explicitly reveal that the Stability of the internet connection provided is the prime expectation from any Service Provider.
17 respondents reveal that efficient customer service is primarily expected from a Service Provider.
6 respondents respond that the Speed of internet connection is primarily expected from a service provider.
The responses of 23 respondents reveal that they are satisfied with their current operator. However, 9 respondents are not satisfied. The main reasons for dissatisfaction are Reliability (4 responses) and Customer Service (4 responses). However, 26 respondents reveal their intent for switching to a different operator because of one or many reasons for dissatisfaction.