The Effects of Social Media Reviews On Service Perception

Vaishali Mahajan, K.Rajagopal,  Richa Priya

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Published: Apr 30, 2021

Keywords:

Customer satisfaction, Online Reviews, Service Perception

Vaishali Mahajan, K.Rajagopal, Richa Priya

Abstract

With this paper, the authors try to understand the relationship between online ratings on social media and its impact on service perception. Design/ Methodology: An electronic questionnaire was made, and data was collected using that. Once we collected data from them, we resorted to snowball method and asked them to float the questionnaire to their colleagues or friends who qualify our criteria for respondents. Sampling frame was approximately 263 in number but after cleansing, we were able to get 257 clean data.

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Vol. 58 No. 4 (2021): Volume 58 No. 4 (2021)

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