The Indane gas company reforms have deregulated the market to a great extent. It has become necessary to design and execute the best customer oriented practices and to internalize them for providing enhanced satisfaction to the customer through the employees. Customers’ service is not merely the compliance with the government’s policies or the mechanical adherence to the time frame of services. It is a philosophy and an attitude of professional commitment, which believes in the ultimate satisfaction or each customer ‘wants’. Service marketers have really understood that competition can be well managed by differentiating through quality. Significance of service lies in customer service management. In this the completive environment, service quality has become the success mantra in all service sector. Keeping this in mind, this study has been conducted at Salem city to identify the service quality of Indane gas. The result indicates that customers are not highly satisfied with the service provided by the Indane gas. So the company took some serious action to improve the service quality.
Inhaltsverzeichnis (Table of Contents)
- Introduction
- Historical Background
- Service Quality
- Definition of Quality
- Elements of Customer Service
- Service Quality in India
- Components of Service Quality
- External Service Quality
- Internal Service Quality
- LPG - Liquefied Petroleum Gas
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This study examines the service quality of Indane gas in Salem city, India. The primary objective is to assess customer satisfaction with Indane gas services and identify areas for improvement. Key themes explored in the text include:- The increasing importance of the service sector in India's economy
- The significance of service quality in achieving competitive advantage
- The various dimensions of service quality, both external and internal
- The role of customer service in building customer satisfaction and loyalty
- The impact of LPG as an energy source and its relevance in the Indian context
Zusammenfassung der Kapitel (Chapter Summaries)
The text begins by introducing the growing service sector in India and the significance of service quality in achieving success. It then delves into the historical background of quality management, emphasizing its evolution from manufacturing to service industries. The definition of quality is explored through various perspectives, followed by a detailed examination of the elements of customer service. The study then focuses on the service quality scenario in India, highlighting the growing importance of the service sector in the national economy. The text then explores the two key components of service quality: external and internal service quality. It discusses the different dimensions of each component, highlighting their relevance in customer satisfaction and employee motivation. The study concludes with a brief overview of LPG, its properties, and its significance as an energy source in India.Schlüsselwörter (Keywords)
The main focus of this text is on service quality, specifically within the context of the Indian LPG industry. Key terms and concepts explored include customer satisfaction, service quality dimensions (external and internal), competitive advantage, customer service elements, LPG properties, and the Indian service sector.- Quote paper
- C. Sankar (Author), 2013, Service quality of LPG Domestic Consumers article, Munich, GRIN Verlag, https://www.grin.com/document/211495
