Abstract

The study investigates and measure the service quality level of S@ifur#x2019;s through SERVQUAL-model statements (Parasuraman et al, (1990),that means that we measure customer expectations and customer perceptions and make a comparison between different areas of service given by the organization. To do this Five-Point Likert Scale has been used to survey customers. The study actually reveals the state of service quality level and the customer perception on this service and whether the service quality level, its standard and customer perceptions are able to increase market share in the industry.