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Topic— Online Advertisement
Subject— Services management
Submitted to— Rachana mam
By- Rajat Gandhi
TY BBA (Sem-5)
What is Service Quality?
An assessment of how well a delivered service conforms to the client's expectations. Service
business operators quickly identify problems, and to better assess client satisfaction.
The main base of customer satisfaction for the company is the quality of their Service. If the
main basic service factors are not included and company only tried to provide the extra other
things in Service then it affects the behavior or thinking of the customer regarding the image of
the company. On the other side of the coin if company only focus on a particular point of service
for which they exist then they will not able to survive in the market.
Combination of Core service with basic service makes Service Quality
For ex. If a restaurant only focuses on the quality of the food for which they exist and does not
focus on the presentation of the service and did not welcoming the customers in a good manner
then there is no matter for the quality of the food and customer doesn’t like to visit again.
And if Restaurant only focuses on the core services during the providing the basic service and
did not provide good quality of food then also the effort that takes in creating the core services
Measures if Service quality
The combination of the service quality measurement tools are known as SERVQUAL scale. It
includes various dimensions to measure the quality of the service of the organisation. Servqual
includes the dimensions as follow:
ix) Competence- Skills, Expertise
On the basis of the above dimensions the quality of the service of the company are measured.
One97 Pvt. Ltd.
One97 is cloud based company which provide various online services like Online
Mobile recharge, Gas bill payment, Dish Tv recharge, Bus ticket Booking, Track the bus before
boarding, Mobile Games, Online shopping, Direct selling on their website, online wallet,
Payment solutions etc. It was established by Vijay Shekhar Sharma in 2000 in Delhi.
One97 Pvt. Ltd. sell all their services under a brand name PAYTM. Paytm is their brand to
provide the services like Recharge, Online shopping, ticket booking etc. Customer can get their
services from the website of Paytm i.e. www.paytm.com or the mobile/tablet application of all
smart phone platforms like Android, ios, Blackberry, windows.
Evaluating Service Quality of Paytm.com in mobile Recharge
We evaluate service quality on the bases of different dimensions of quality. We compare it with
the actual service which they provide to the customer while they used to recharge their number.
I) Access- Paytm provide the mobile recharge through their website and mobile application, to
use their service customer has to be the internet connection. The Access of their website and
the application is very great. The size of website is so less that anyone can open it even with
the 2G internet connection. The mobile application is also easily available on their respective
II) Availability- Service of Paytm recharge is a cloud based service so it is available by 24x7.
Customer can easily access their website or app and recharge their mobile number even at
mid night also.
III)Commitment- Paytm make a commitment/mission, “One97 delivers mobile content and
commerce services to millions of mobile consumers through India’s most widely
deployed telecom applications cloud platform.”
And as per their commitment they provide a great commerce service to millions of mobile
customer through cloud based technology. As per their result of 2013-14 Paytm handles approx.
15 million transaction per month including mobile recharge, DTH recharge etc.
iv) Communication- The way of communication of one97 under Paytm brand is totally different
then the other online recharge operators. They provide an customer care email id which
customer can use 24x7. They create the two way communication by using social networking like
facebook, twitter, LinkedIn, blog.
v) Competence- Here the Competence means the skill and expertise that the company have.
The one97 Pvt. Ltd. is created their expertise in making the mobile websites by acquiring
MobiVite which is the startup of Srishti TechNet. They provide the service to big players like
Vodafone, Airtel, Coca-Cola, Nestle etc. They making their Paytm website lite using their
expertise & tried to add the maximum content which customer can get on desktop website.
One97 was the first firm in India to provide VAS services to Landlines.
They recruit the experts in JAVA, Mobile performance.
vi) Functionality- One97 continually working on increasing their ability to handle the Internet
traffic. It enhances the server capacity and maintain it by server experts. It handles so many
services at a hand including mobile recharge.
vii) Reliability- The tag line of Paytm confense “Seal of Trust”.
One97 continue the customers’ trust since last 15 years. At Paytm they
provide the transparency in the transactions that customer are made. By dividing some rare
cases Paytm mostly provide the refunds to their customers within a week.
vii) Responsiveness- The main big Credit worthiness is of one97 is their “Response to
Customer” system. They provide 24x7 email support to consumer queries. But there is a gap in
tele communication at One97. They did not provide direct customer care executive contact but
they provide a number at where customer can record their complains and after analyzing that
they call back to the customer in come cases.