The Role of English Language Proficiency in Shaping Service Quality in Public and Private Organizations in India

Shahshi Kant Chaturvedi, Savita Ahuja

Abstract: English language proficiency plays a critical role in the quality of services delivered across sectors, especially in multilingual societies such as India where English often serves as the lingua franca for communication between clients, customers, and service providers. This review explores how varying levels of English proficiency among employees influence service quality in both public and private organizations in India. Drawing on empirical studies, theoretical frameworks, and sectoral analyses, the review highlights the multifaceted link between language skills and dimensions of service quality such as responsiveness, reliability, assurance, empathy, and communication. The paper also examines contextual factors including organizational training, customer expectations, cultural diversity, and policy influences. Findings indicate that higher English proficiency correlates positively with perceived service quality, customer satisfaction, and operational efficiency, particularly in service-intensive industries such as healthcare, tourism, banking, and education. Conversely, limited English skills are associated with miscommunication, reduced trust, service delays, and negative customer experiences. The review identifies gaps in current research, offers policy and practice recommendations, and suggests future research directions to deepen understanding of language proficiency as a strategic resource for service excellence in India?s dynamic organizational landscape.

Keywords: English proficiency, service quality, public organizations, private organizations, India, communication skills, customer satisfaction, organizational performance, language training

How to Cite?: Shahshi Kant Chaturvedi, Savita Ahuja, "The Role of English Language Proficiency in Shaping Service Quality in Public and Private Organizations in India", Volume 15 Issue 1, January 2026, International Journal of Science and Research (IJSR), Pages: 878-881, https://www.ijsr.net/getabstract.php?paperid=SR251231142736, DOI: https://dx.doi.org/10.21275/SR251231142736