Abstract:
Service sector has become an important growing industry in many economies in the world. After
1991, service industries play a major role in Indian Economy. Most of the services sector are growing
very fast compared to the manufacturing sector .Majority of the Manufacturing units are depending
on services. Mobile phone, computers, automobile, durable and non-durable products
manufacturing units are depending services like telecommunication, internet, advertising and
retailing etc.All service providers need some regulation. Measuring service quality plays a vital role in
regulating the service providers. Perception and expectation are important factors to measure
quality of services. These two factors are closely related to the behaviour of the customer. Customer
behaviour will determine the quality of services but their need, wants and requirements will
determine the design, functions of the product and services .Predetermining the customer
behaviour and their requirements of both are very difficult to measure.
