A study on service quality and customer satisfaction of summit communications’s services through GAP analysis

Abstract

As a part of academic requirement and completion of MBA program, I have been assigned to complete internship report on “Service quality of Summit Communications and customer satisfaction through GAP analysis” under the guidance of Dr. Md. Tareque Aziz. Quality service is the only product in service industry. As the sector is ever growing a sound understanding of what quality service means its attributes and satisfaction of the customer is a must. As an employee in at a reputed network infrastructure company like “Summit Communications Limited” I have tried my best to analyze and understand those. The report begins with a general description of "Summit Group Ltd.", and afterward comes the presentation of "Summit Communications Ltd." and also its motivation, degree and impediment. The Mission and Vision of SCL are additionally talked about. At that point this report continues onto the preliminary discussion of the products of SCL. After that I talked about how the company is performing in terms of service delivery. For this I compared data found from both clients and Summits perspectives. The completion of the report makes me recommend that although the service quality is good but the gradual improvement process is being hampered because of no research to find out customer satisfaction level and expectations.