ANALYSIS OF SERVICE QUALITY AND CUSTOMER SATISFACTION AT PRATIKSHAM SOFTWARES PVT. LTD.

Abstract

Analyzing service quality and its correlation with customer satisfaction provides critical insights into improving business performance and fostering long-term client relationships. This research explores the service quality dimensions at Pratiksham Softwares Pvt. Ltd., focusing on their impact on customer satisfaction. A comprehensive study was conducted using a mixed-methods approach, combining quantitative and qualitative data from customer feedback, surveys, and interviews. The SERVQUAL model was employed to assess five key dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Findings revealed significant gaps between customer expectations and perceptions, particularly in reliability and responsiveness, which were identified as primary determinants of customer satisfaction. Enhanced customer satisfaction directly linked to service quality improvements is highlighted through the statistical analysis, underscoring the need for tailored strategies to bridge identified service gaps. The study concludes with actionable recommendations, including regular training for employees, technological advancements in service delivery, and customer engagement programs. These initiatives aim to elevate service standards, ensuring consistent client satisfaction and strengthening the company's market position. This research offers practical implications for managers and contributes to the growing body of literature on service quality and customer satisfaction in the software development industry.