A brief analysis of service quality gap at BESCOM

Abstract

BESCOM is electric supply company in Bangalore and associating rural area of Bangalore. Our study was to find out the service quality Gap of BESCOM services. We followed the Parasuraman SERVQUAL quality management framework to show the gap if any present in the service expected and perception of the customer from the services. We did secondary research for reaching the depth of the topic and we followed depth interviews and survey response tool to analyse the situation. Survey was created based on the Parasuraman SERVQUAL model. We analysed the situation on the RATER scale. Our findings showed that the there is a difference in the service expected and perception of the services of BESCOM. As per our report we found that the gap is -2 which clearly showed that people have perception of more services from BESCOM. Based on the result we came up with the recommendation to improve services based on reliability, assurance, tangibles, and reliability and suggested to improve the following parameters. Our research work gave us deep insight what people associate with BESCOM, and they believe that the service offered by BESCOM is essential service and hold an impact in people’s life. Simplifying the offering, getting noticed for the quality service is a must for the service offering. Being a long chain of services, which may vary at various place pose a challenge for improving the services however strategic planning in phased manner and effective implementation strategy will definitely will reap a great result in future. BESCOM is already upgrading their services but the growth rate and reach of the updated services is questionable. We believe in future BESCOM will definitely offer a quality service based on proper feedback and using effective error detection methodology.