By 2010, I sent an email to Prof. Parasuraman and Prof. Valarie A Zeithamal to discuss about my MBA project work. I used SERVQUAL model to assess the after sales service quality of Shankar Energy Private Limited, Chennai. I knew that the model can be used for analyzing service quality of any company, I doubted whether the same questionnaire can be used for analyzing after sales service quality.
Since it is a research project you must validate your questionnaire. It is not fair to adopt any questionnaire simply without any literature back up. I mailed Prof. Parasuraman and Prof. Zeithamal. I was surprised, I got a reply back from them just in a day. I have sent mails to some Indian professors too, they never replied me back. Does that reply worth appreciating?. Yes, why not?. They are prompt and they acknowledge you, they value your question. This is not the end, there are many common things that really inspire me to stay in the same profession. Continue reading