Servqual used in a Vodafone India

Abstract

Vodafone India is a leading telecomm services provider in India. It is a subsidiary of Vodafone, a British Telecommunication giant.
After the acquisition of Hutch (Joint Venture of Hutchison and Essar) by Vodafone, the company has shifted its focus to the Indian
markets and has managed to capture a significant portion. To understand the performance of the telecommunication services by
Vodafone India, we have undertaken a research study through the Servqual Instrument which measures the quality of services on
twenty two parameters