International Research journal of Management Sociology & Humanities
( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH
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A STUDY OF CUSTOMER SATISFACTION, RETENTION AND LOYALTY FOR SERVICE QUALITY MODELLING IN TELECOM SECTOR
1 Author(s): PRIYANKA YADAV
Vol - 5, Issue- 1 , Page(s) : 527 - 536 (2014 ) DOI : https://doi.org/10.32804/IRJMSH
Service Quality (SQ) = Customer’s Perception (P) – Customer’s Expectations (E) Service Quality Definition:- It is very difficult if not impossible to arrive at a universal definition of what constitute quality. . According to ( Parasuraman et al, 1985) Quality is an elusive and indistinct construct and (Crosby, 1979) it is often construed to mean imprecise adjectives like goodness, or luxury or shininess or weight.