Özet:

Business philosophy plays a key role in managing a business in the market that is highly competitive and unpredictable. Sustainability of any business depends upon customer satisfaction through quality delivery of product and services. It is the information era where customers are getting more knowledgeable and sophisticated. Customer’s expectations are dynamic and keep on changing with the time that makes companies’ jobs more challenging. Under such a turbulent business environment managing and measuring services efficiently and effectively is more puzzling in the service sector as compared to other sectors like manufacturing, mining etc. Telecommunication is one such sector; in India this sector has experienced phenomenal growth after the launch of Reliance Jio. This paper presents the application of the SERVQUAL model with special reference to Reliance Jio, Maharashtra. In order to measure the service quality SERVQUAL model is used extensively.Across Maharashtra randomly 100 customers of Reliance Jio were selected and participated in this research study through survey. On five parameters of the SERVQUAL model namely reliability, responsiveness, assurance, empathy and tangibles, the expectations and perception of Reliance Jio customers were measured. There were 22 questions in the questionnaire where the 5-point Likert scale was used. Primary data was collected using the Google form. With regard to expectation and perception standard deviation and mean was calculated for all 22 items. Paired t test was used to compare the expected score and perceived score for each parameter.There is no statistically significant difference in the expected and perceived score for services provided by Reliance Jio. Majority of the respondents were satisfied

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