A Report on Using Servqual Model to Assess Service Quality of Airtel
A Report on USING SERVQUAL Model to assess Service Quality of AIRTEL i A Report on USING SERVQUAL Model to assess Service Quality of AIRTEL
Submitted to Mr. Kazi Mahfuz Mamtazur Rahman Course Instructor Course Title: Service Marketing Course Code: MKT 402
Prepared by—
Team: Megamind
Aniqa Tahsin Anchal(787) Md. Saidur Rahman (792) Md. Shafaeth Zaman (802) Muqtadir Fattah Nayeeb (807) Nafiz Imtiaz Noor(816) Md. Ashiqul Islam (1332) Md. Asiful Islam (1985)
Date of Submission 20th April, 2013
Institute of Business Administration Jahangirnagar University Savar, Dhaka-1342
April 20, 2013 Mr. Kazi Mahfuz Mamtazur Rahman Course Instructor Service Marketing (MKT 402) Institute of Business Administration Jahangirnagar University
Subject: Submission of report on SERVQUAL.
Sir, It is my sincere pleasure to submit a report on service marketing titled “USING SERVQUAL Model to assess Service Quality of AIRTEL”. This report is submitted as part of the partial fulfillment of the course Services Marketing (course title MKT 402).
This report aims to explore the concept of service quality in telecommunication sector. The telecommunication sector is big and complex, so this report maintained its focus mainly on one telecommunication provider that has established itself as one of the premier brand in the industry. We tried to identify the level of services they provide, and customer’s expectation and perception of the services. We used SERVQUAL model to develop the procedures of our research.
I hope this report will merit your approval.
Sincerely yours Md. Shafaeth Zaman Team Leader: Megamind 20th Batch BBA Program
iii
Acknowledgment
Making a Report is such a thing of pleasure. But doing this is also a tough thing. With the help of some people we finally were able to finish the task that was assigned to us by the course instructor Mr. Kazi Mahfuz Mamtazur Rahman. While doing this Report we faced some problems and with the help of those people we overcame those
Submitted to Mr. Kazi Mahfuz Mamtazur Rahman Course Instructor Course Title: Service Marketing Course Code: MKT 402
Prepared by—
Team: Megamind
Aniqa Tahsin Anchal(787) Md. Saidur Rahman (792) Md. Shafaeth Zaman (802) Muqtadir Fattah Nayeeb (807) Nafiz Imtiaz Noor(816) Md. Ashiqul Islam (1332) Md. Asiful Islam (1985)
Date of Submission 20th April, 2013
Institute of Business Administration Jahangirnagar University Savar, Dhaka-1342
April 20, 2013 Mr. Kazi Mahfuz Mamtazur Rahman Course Instructor Service Marketing (MKT 402) Institute of Business Administration Jahangirnagar University
Subject: Submission of report on SERVQUAL.
Sir, It is my sincere pleasure to submit a report on service marketing titled “USING SERVQUAL Model to assess Service Quality of AIRTEL”. This report is submitted as part of the partial fulfillment of the course Services Marketing (course title MKT 402).
This report aims to explore the concept of service quality in telecommunication sector. The telecommunication sector is big and complex, so this report maintained its focus mainly on one telecommunication provider that has established itself as one of the premier brand in the industry. We tried to identify the level of services they provide, and customer’s expectation and perception of the services. We used SERVQUAL model to develop the procedures of our research.
I hope this report will merit your approval.
Sincerely yours Md. Shafaeth Zaman Team Leader: Megamind 20th Batch BBA Program
iii
Acknowledgment
Making a Report is such a thing of pleasure. But doing this is also a tough thing. With the help of some people we finally were able to finish the task that was assigned to us by the course instructor Mr. Kazi Mahfuz Mamtazur Rahman. While doing this Report we faced some problems and with the help of those people we overcame those