Service Quality and Its Role in Upselling/CrossSelling
Rohit Mohan1, Rai R. S.2, Sonali P. Banerjee3
1Rohit Mohan, Research Scholar, Amity University Uttar Pradesh, Noida, India
2Rai R. S., Professor, Amity Business School, Research, Planning and Statistical Services, Amity University Uttar Pradesh, Noida, India
3Sonali P. Banerjee, Assistant Professor, Amity Business School, Amity University Uttar Pradesh, Noida, India
Manuscript received on October 13, 2019. | Revised Manuscript received on 22 October, 2019. | Manuscript published on November 10, 2019. | PP: 1502-1509 | Volume-9 Issue-1, November 2019. | Retrieval Number: A4330119119/2019©BEIESP | DOI: 10.35940/ijitee.A4330.119119
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: At this point, we are quite sure that we have understood the value of this idea if Servqual as well as in market research. It is expected that the contextual research shared in this article will provide you with a practical understanding of the use of this idea in the exam. Cross selling and up selling from the bottom up are one of the most used distinctive features in the marketing technique of any organization. SERVPERF and SERVQUAL are two service quality assessment tools that are commonly used in the assessment of quality of service in different service areas, for example, banking, hospital, tourism, insurance and so forth. In any case, quality literature of the service shows that there is a significant difference in the principle of estimation of the quality of service in these two matrices, and in addition, results using these two matrices actually do not require coordination. Therefore, the quality of service is rich in literary models, hypotheses and criticisms, the way dynamic research has progressed in the last two decades. The recognized issue in this research is this: Do both of these metrics agree in their results or there is a significant difference in their results for a given telecom service sector. The exam extracts between the results of these two metrics, and how to improve the service quality and service performance in the telecommunications industry, while examining the possibility of suggesting tips and suggestions based on a consolidated outcome.
Keywords: Service Quality, Service Performance, Up selling, Cross-selling, Telecom Retail
Scope of the Article: Quality Control