Research on Customer Perception of Companies

Manish Madan (2012) in his research “Comparison of customer’s perception with regard to Service Quality in Public & Private Insurance Companies using SERQUAL Model”. The objective of the research was to find out customers perception & expectations of service quality in public & private insurance companies & comparison of customers perception in public & private insurance regarding the service quality. The questionnaire consists of the 22 statements, which are grouped into 5 parameters- tangibility, reliability, responsiveness, assurance, & empathy. To determine the perception of customer’s likert 7 point scale was used for determining the variance in the perception. The sample size of 100 respondents was taken. The finding of the research was- customers have higher service quality perception in Public Insurance companies than Private Insurance Companies.

Dharmesh Motwani (2012) in his study “An empirical study of customer expectation and perception in organized retail sector” analyzed that there are various parameters to judge the satisfaction of customers towards a product in goods industry. But the scenario is quite different in the service industry like restaurants, aviation, etc. here the service quality play a defining role in determining the satisfaction level and also helps in identifying the gap between expectation and perception of organized retail outlets with help of SERVQUAL model that was proposed by Parasuram’s et al(1988).

Abraheem & Yaseen (2011) conducted a research on "Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in India". The objective of the research was to examine the level of service quality perceived by customers in the commercial banks working in India & its effect...

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...d by consumption behaviour of consumers by their regular visit to store, purchase of commodity & recommendation of stores to other peoples.

Parikh (2006) said that “As organized retailing develops in India, retail stores in India will have to improve their quality of services in order to compete with global players successfully or dominant in the marketplace. So it makes it necessary to understand about customer requirements & needs by the proper interaction to evaluate the service quality, determine the drawbacks & improve upon it.

Azhagan & Nagarajan (2011) analysed that “most of the customers prefer Organized Retail sector because of more Tangibles and Empathy towards its customers”. In order to acquire the new customers & to retain the old ones, the organized retail store should improve in customer’s service level & provide assured service to its customers.