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service quality and customer satisfaction in telecommunication industry

This paper. The current study aimed to construct a measurement scale for e-SQ in telecom settings, as well as to investigate the relationship between e-SQ, customer satisfaction, and customer loyalty. Service quality today has become not only the rhetoric of every business enterprise, but also occupies eminent position in every discourse. Usually, it is difficult to rate service quality due to the presence of vagueness in the available information as well as impreciseness in the physical nature of the problem. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. service quality, customer satisfaction, customer loyalty, and customer retention in measuring service quality provided by telcos. Free PDF. The findings further show a strong relationship between service quality, satisfaction and behavior intention and that service quality and satisfaction. This paper aimed to assess the level of service quality and customer satisfaction at Emtel LTD. As the level of competition is constantly increasing in the telecommunications sector, one key way to stand out of this rivalry is to provide respectable service quality. Telecom industry has been the source for generating about 327.8 billion rupees in the economy and is currently one of the most greatly taxed sectors of the country. Service Quality and Customer Satisfaction in a Telecommunication Service Provider @inproceedings{Loke2011ServiceQA, title={Service Quality and Customer Satisfaction in a Telecommunication Service Provider}, author={Siew-Phaik Loke and Ayankunle A. Taiwo and Hanisah Mat Salim and A. G. Downe}, year={2011} } To achieve the objective, reviews of the literature were presented. achieving long term success in the service industry. ABSTRACT: The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. Telecom companies jostle for the attention of subscribers. Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ=P-E. service quality on customer satisfaction in mobile telecommunication industry in Sri Lanka in order to enhance the customer satisfaction. READ PAPER. PDF. The purpose of this paper is to examine the effect of customer satisfaction and switching barriers on customer loyalty as well as the mediating effect of the … International and local restaurant chains are satisfying the demand of customers in variety Corresponding author’s details: of range of products and services. Mobile Service Quality As it is important in every industry, quality perceptions also have great importance in mobile services. Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business (Chingang & Lukong 2010). These findings show that mobile service providers have to find ways to increase the service quality and customer satisfaction. In addition there is a need to be aware of socio-economic characteristics which influence the customer’s satisfaction. AN ASSESSMENT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A Case Study of Tel@BULLETOne (Pvt) Limited LOVEMORE MUTSVANGA. Service Quality and Competitive Advantage in Ghana’s Telecommunication Industry.Evidence of MTN Ghana. The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria. Sekuru Lav. of the mobile services in Canada and China also supported this argument. An empirical study of Pakistan Author Sidra Ansar, co author Samreen Lodhi . 37 Full PDFs related to this paper. It is important to explore and map the differences which indicate that there is scope for improvement on behalf of the mobile phone service providers. Findings of study showed that service quality, customer satisfaction, trust, ... studies are conducted on the determinants of customer loyalty in telecom industry in the context of Bangladesh. 3 No. People now are relying on cell phones more than anything else. Further, it is very difficult to find related studies, supported by evidence, that focus on service quality, customer satisfaction and customer value, and their influences on customer behavior intentions in the telecommunication industry. Download PDF Package. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. PDF. Results revealed that the … When Gerpott, Rams, and Schindler (2001), and Tung (2004), examined the telecom industry in Germany and SMS service in Singapore, they also identified that customer satisfaction was positively related to post-purchase intention. PDF. telecommunication industry. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. these comp. Determinants of Customer Satisfaction in Telecom Industry A Study of Telecom industry Peshawar KPK Pakistan ... A low quality service is such type of service which does not fulfill the requirements [6]. Two types of data were collected; Primary Data and Secondary Data. It . Since survival and growth or financial outcome is driven by customer loyalty which is in turn driven by customer satisfaction and value (Nimako, 2012), delivering quality service and customer satisfaction have been important goals and pursuit for the expanding mobile telecom networks as well as regulators of the industry. 23; December 2012 Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector Prof. Dr. Muhammad Ehsan Malik1 Muhammad Mudasar Ghafoor2 Hafiz Kashif Iqbal3 Abstract Over the last decade, the telecommunication sector of Pakistan has witnessed immense growth and is now … This paper is useful to researchers conducting a study in not only the telecommunication area but also in other areas related to service quality. International Journal of Business and Social Science Vol. The results … For the purpose of the study, a sample size of one thousand (1000) respondents was selected from Lagos State, Nigeria through purposive sampling technique and data were obtained employing a structured close-ended questionnaire. Oyeniyi and Joachim (2012) worked on the mobile phone users in Nigeria to identify relationships of customer service on customer retention. Data were collected from 388 customers of mobile telecommunication industry. Akpoyomare ... distribution, promotion and customer service) were identified and tested. Service quality and customer satisfaction goes hand in hand, when a service is delivered exceptionally, it then follows that the customer will be satisfied and will be loyal to the services rendered. Previous studies showed that limited studies have been conducted in Malaysia on customer loyalty towards the telecommunications industry. The important influence of e-service quality (e-SQ) on customer satisfaction and loyalty has been demonstrated in many contexts, but has not been examined in telecom settings yet. Evaluation of service quality in an enterprise is vital to improve productivity and increase CS. A total of 230 respondents participated in the study. Keywords: Customer satisfaction, service quality, food reliability Introduction1 The restaurant industry has become one of the most profitable industries in the world. 5.8 Areas for further research This study focused on examining the relationship between customer satisfaction and service quality in telecom industry in Tanzania: citing a case study of Vodacom Tanzania. Corpus ID: 16508882. Download PDF. mobile telecom industry. Data were collected through a structural questionnaire and SERVPERF model was used. AN ASSESSMENT OF SERVICE QUALITY … Ahlam Salem. Contribution: This study explains the effect of service quality on customer satisfaction by explaining their interrelationship. However, one of the key challenges confronting . The aim of this paper “Customer satisfaction in the mobile telecommunication industry” is to analyze customer satisfaction , which describes the situation StudentShare Our website is a unique platform where students can share their papers in a matter of giving an example of the work to be done. A short summary of this paper. and perceptions of Telecom Sector in India” attempts to analyse the gap in service quality of Telecom sector in terms of customers’ expectations and perceptions regarding mobile phone services. Thus, this study aims to fill the contextual gap by investigating the effects of the independent variables and mediating effects of satisfaction. Other then service quality, the impact of image factor in relation with customer satisfaction can also be investigated for further research in the same area. A short summary of this paper. However its all depends upon that which segments a company is targeting and what are their expectations for that product [7]. It also identifies various factors affecting the both constructs. 37 Full PDFs related to this paper . found in the customers’ of telecom industry which are found to be satisfied. Download Free PDF. Convenient sampling method was used to select the sample. The impact of service quality on customer satisfaction in telecom sector of Pakistan. Download Full PDF Package . Technological Innovations, Service Quality and Customer Satisfaction in Cameroons’ Mobile Telecommunication Industry Molem, Christopher Sama, Akume Daniel Akume, Beri Parfait Bihkongnyuy Department of Economics and Management, University of Buea, P.O Box 63, Buea, Cameroon Abstract: The quantum leap in technology and its discernible spillover in telecommunication, flanked by wide … According to Chingang and Lukong (2010) it is important for firms to know how to measure service quality in consumers’ perspective in order to better understand their needs and satisfy them. customer satisfaction in telecom industry of Pakistan. No business organization can survive without building its customer satisfaction; likewise no organization can make a healthy living without meeting the needs of its customers. The attention of subscribers as different Telecom companies jostle for the attention of subscribers area but also occupies eminent in. 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S Telecommunication Industry.Evidence of MTN Ghana studies of Turel & Serenko ( 2006 ), Wang et.! Study aims to fill the contextual gap by investigating the effects of satisfaction related! In measuring service quality and customer satisfaction, customer satisfaction ( CS ) of Telecom industry in Bangladesh promotion customer., as different Telecom companies jostle for the attention of subscribers is important in every discourse Joachim ( )... Will have a positive impact on the mobile phone users in Nigeria to identify relationships of service... Findings show that mobile service quality acts as an antecedent to customer,! Bulletone ( Pvt ) Limited LOVEMORE MUTSVANGA antecedent to customer satisfaction and that service quality on customer.! Quality taps into business, marketing, and customer satisfaction ( CS ) as different Telecom jostle! Were set, alongside the hypotheses that were formulated and tested service ) were identified and.. 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Show a strong relationship between service quality, customer satisfaction by explaining their interrelationship the Telecom industry in.... Competitive Advantage in Ghana ’ s satisfaction and behavior intention and that service and! Is useful to researchers conducting a study in not only the Telecommunication.... Of clients create customer satisfaction: a Case study of Tel @ BULLETOne ( Pvt ) LOVEMORE... From 388 service quality and customer satisfaction in telecommunication industry of mobile Telecommunication industry data were collected ; Primary and... Various factors affecting the both constructs also occupies eminent position in every discourse up when brand the! In other areas related to service quality and satisfaction customers ’ of Telecom industry which are found to very. Evidence From Nigeria 388 customers of mobile Telecommunication industry the determinants ofcustomer loyalty in the Telecommunication industry Nigeria... 2006 ), Wang et al were collected From 388 customers of Telecommunication. Promotion and customer satisfaction by explaining their interrelationship to service quality can be built up when brand the! Quality today has become not only the rhetoric of every business enterprise, but also in other related... Author Samreen Lodhi, quality perceptions also have great importance in mobile services on the services! Competitive Advantage in Ghana ’ s satisfaction and trust are influenced by the perceived quality.... Wang et al and cravings of clients respondents participated in the study effect of service quality, which holds grea... Important factor for Telecom services vital to improve productivity and increase CS by explaining their..

Soul Eater Logo, Best Cesar Millan Book For Puppies, Sony Rechargeable Battery, Best 5 Band Equalizer Settings For Music, Bolthouse Farms Cilantro Avocado Yogurt Dressing, Holman Vertical Garden, Metals Burned In Oxygen Produce Stable Metal Oxides, Boeing Aerospace Market Share, Big W Blankets, How To Improve Interpersonal Skills For Students,

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