A Study on Service Quality Gap Analysis and Customer Satisfaction with Reference to Redserv Global Solutions Limited

This research investigates the discrepancies in service quality and their effect on customer satisfaction at Redserv Global Solutions Limited. The primary aim of this research is to pinpoint the difference between customer expectations and the actual service delivered. Data for the study was gathered from 120 participants using a structured questionnaire. Statistical methods, including percentage analysis, correlation analysis, and the chi-square test, were employed to evaluate the data. The results indicate that customers hold high expectations concerning service reliability, promptness, and staff conduct. The study concludes that while customers are generally content, the company should concentrate on enhancing service efficiency and minimizing service gaps to boost customer satisfaction.