A study of service quality and customer satisfaction with special reference to fast moving consumable goods of itc limited

The purpose of this study to examining the relationship between ITC Limited service quality and customer satisfaction with special reference to fast moving consumable goods (FMCG), the significance of this research work to help ITC Limited to established the service offered in future and identify what are the important aspect needed by the company and employee to create satisfy customer base. All the questionnaires’ are based on walk in interview, 109 samples were collected from the ITC Limited customer who work in different department and agencies Cronbach alpha test has been used to check reliability analysis between each construct. Then paired t test has carried out to compare the means of expectation and perception of SERVQUAL dimension to identify that there are significant difference between customer perception and customer expectation. Regression test has been used to test the effect of service quality on customer satisfaction. Overall finding suggested that there are significant relationships between service quality and customer satisfaction, finding also suggested that there is inconsistency between customer expectation and customer perception from within the dimension of service quality. “Specifically” there was significant relationship between service quality and customer satisfaction, regression analysis also found there was positive direction between both. In the conclusion of the study result has suggested that ITC Limited should be focus to improving their service quality especially on the aspect of reliability, on the basic of the result we can say that reliability has proven as most important dimension in customer expectation it is also found that there are biggest gap between reliability and customer perception.