An Analysis of Opinion Regarding Service Quality Measures of the select Cellular Phone Service Providers in Salem District Geethanjali R.*, Dr. Asokkumar S.** *Research Scholar, Management Sciences, Anna University, Chennai, Tamilnadu, India **Professor & Head, Department of Management Studies, Mahendra Engineering College, Namakkal, Tamilnadu, India Online published on 2 August, 2016. Abstract This study deals with the opinion regarding service quality measures of the select cellular phone service providers. In the globalized era the telecom industry plays a vital role in determining the economy of the country. An attempt has been made to study the opinion regarding Service Quality Measures. After converting the qualitative information of the opinion into a quantitative one the average score of perception and expectation and its Gap were obtained from the respondents on various factors like “Assurance, Reliability, Responsiveness, Tangibility, Empathy, Network coverage, Value Added services, Tariff, Consent, Communication and Accessibility” Top Keywords Service quality, Assurance, Reliability, Responsiveness, Tangibility. Top |