SERVICE QUALITY GAP OF RURAL CONSUMERS TOWARDS MOBILE SERVICES IN WEST BENGAL
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Author(s):
DR. DEBARUN CHAKRABORTY
Vol - 8, Issue- 10 ,
Page(s) : 5 - 14
(2017 )
DOI : https://doi.org/10.32804/IRJMST
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Abstract
The primary objective of the study is to find out the service quality gap of rural consumers towards mobile services in West Bengal. For this purpose, modified SERVQUAL instrument has been used in rural West Bengal towards mobile services, to assess the service quality provided by various service providers, and to identify that the service quality dimensions play an important role on consumers’ perception. The consumers’ perceptions & expectation has been identified by 26 items and captured in ten dimensions by conducting exploratory factor analysis. Appropriate statistical analyses such as exploratory factor analysis and paired t-test were used to find the outcome.
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