A Study on Service Quality with Special Reference to Bellad Enterprises Pvt. Ltd, Ballari

A Study on Service Quality with Special Reference to Bellad Enterprises Pvt. Ltd, Ballari

SAGAR R.B1

 Student of 4th semester

 Department of Management Studies, Ballari Institute of Technology and Management, Ballari, Karnataka, India.

Dr. Shaheeda Banu S2

 Professor,

 Department of Management Studies, Ballari Institute of Technology and Management, Ballari, Karnataka, India.

Bagali Ambreen3

Asst.Professor,

Department of Management Studies, Ballari Institute of Technology and Management, Ballari, Karnataka, India.

ABSTRACT

This study focuses on assessing the service quality of Bellad Enterprises Pvt. Ltd., Ballari, using the SERVQUAL model, which measures the gap between customer expectations and perceptions across five dimensions: reliability, responsiveness, assurance, empathy, and tangibility. The research involved collecting primary data through surveys and interviews with Bellad Enterprises’ customers to understand their satisfaction levels and identify areas needing improvement. Findings indicate that while the company performs well in reliability and assurance, there are significant gaps in responsiveness and empathy, affecting overall customer satisfaction. The study offers strategic recommendations to help Bellad Enterprises enhance its service delivery, increase customer loyalty, and stay competitive in the market.

KEY WORDS

Service Quality, Customer Satisfaction, Customer Expectations, Service Delivery, Customer Feedback, Service Standards, Quality Assessment, Client Relationship Management