• Aditya Singh
• Prof. (Dr.) D.C. Aggarwal
• Dr Rajeev Kumar ‘Ranjan’

The study revolves around the measurement of service quality of two different telecom service providers in terms of comparison. The study used exploratory and quantitative design towards the measurement of causal relationships and to arrive at taking the inferences from the results. The base of this study is the SERVQUAL model which was used for this comparative study research. The study was carried out with only 384 samples. The responses of the 384 respondents on both the telecom companies were put to the analysis and the results were interpreted in the sequence of demographic profile, common method variance, reliability analysis using the base of Cronbach’s alpha values, confirmatory factor analysis, constructs validity (Convergent and discriminant validity).

Telecom Sector, Public and Private, SERVQUAL Model

"A STUDY OF THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION USING SERVQUAL MODEL ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 2, page no.1059-1071, February-2019, Available :http://www.jetir.org/papers/JETIR1902D56.pdf

"A STUDY OF THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION USING SERVQUAL MODEL ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 2, page no. pp1059-1071, February-2019, Available at : http://www.jetir.org/papers/JETIR1902D56.pdf