Article : Customers’ Perception Of Service Quality Dimensions For Effectiveness And Gap Analysis: A Study Of IT Company


Customers’ Perception Of Service Quality Dimensions For Effectiveness And Gap Analysis: A Study Of IT Company


Dr. Anita Venaik, Pushpraj Laleet

Information Technology is poised to become a US$ 225 billion industry by 2020, the Indian information technology (IT) industry has played a key role in putting India on the global map. The IT sector has become one of the most significant growth catalysts for the Indian economy. In addition to fuelling India’s economy, this industry is also positively influencing the lives of its people through an active direct and indirect contribution to various socio-economic parameters such as employment, standard of living and diversity. The industry has played a significant role in transforming India’s image from a slow moving bureaucratic economy to a land of innovative entrepreneurs and a global player in providing world class technology solutions and business services. The sector is estimated to have grown by 19 per cent in the FY2011, clocking revenue of almost US$ 76 billion. India’s outsourcing industry has witnessed a rebound and registered better than expected growth according to NASSCOM.
The information technology industry is one of the major revenue generating industries in India but in providing better facilities to their customers, the environmental aspect is often neglected. This has resulted in poor performance, resources getting unutilized or underutilized. Resource recovery and reuse to overcome this is also not being practiced. However it has been proved wrong by the global market leaders, who have achieved higher profitability by implementing better technologies to fight the cause of service gap. The concept of working on the service quality arises when the end customers are not satisfied and their expectation level is much higher than what is actually being provided to them.

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