Assessment of gap between service quality expectation and perception: A study of Goan personal grooming industry

Abstract

As the intensity of competition and hostility of environmental factors increases, the concern for service quality grows. Various service organizations are the recipient to the needs of best services demanded by the customers. Service quality is said to be crucial in the hospitality industry, hotel industry, telecom industry, medical industry, banking and other financial industry and personal grooming industry. An attempt has been made in this paper to understand the expectations and perceptions of customers availing personal grooming services in Goa. Therefore, a well administered questionnaire fulfilling the objective needs was circulated to most suitable respondents. A total of 210 questionnaires were circulated out of which only 187 were usable. After applying the necessary techniques like gap analysis and Mean Analysis, the results showed that the expectations were higher than the perception of customers in this industry in Goa.