This paper is useful to researchers conducting a study in not only the telecommunication area but also in other areas related to service quality. 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. 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. Contribution: This study explains the effect of service quality on customer satisfaction by explaining their interrelationship. AN ASSESSMENT OF SERVICE QUALITY … Corpus ID: 16508882. Free PDF. service quality, customer satisfaction, customer loyalty, and customer retention in measuring service quality provided by telcos. This paper. 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. 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. Sekuru Lav. Download Full PDF Package . This research works toward identifying the service quality constructs for the telecommunication industry, the extent they affect customer satisfaction, the perceived switching costs and their significance to the customer. The findings further show a strong relationship between service quality, satisfaction and behavior intention and that service quality and satisfaction. PDF. 3 No. Surveys on percent of the US mobile subscribers in 2004 were thinking to switch to another mobile service provider (Lim et al., 2006). The impact of service quality on customer satisfaction in telecom sector of Pakistan. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. These findings show that mobile service providers have to find ways to increase the service quality and customer satisfaction. Ahlam Salem. Thus, this study aims to fill the contextual gap by investigating the effects of the independent variables and mediating effects of satisfaction. It also identifies various factors affecting the both constructs. Download PDF. Service Quality and Competitive Advantage in Ghana’s Telecommunication Industry.Evidence of MTN Ghana. Data were collected from 388 customers of mobile telecommunication industry. Download PDF. Premium 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. AN ASSESSMENT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A Case Study of Tel@BULLETOne (Pvt) Limited LOVEMORE MUTSVANGA. 37 Full PDFs related to this paper. Moreover, the studies of Turel & Serenko (2006), Wang et al. anies is how they manage their service quality, which holds a grea deal to customer satisfaction. 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 … Akpoyomare ... distribution, promotion and customer service) were identified and tested. The results … A short summary of this paper. mobile telecom industry. 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. To achieve the objective, reviews of the literature were presented. Oyeniyi and Joachim (2012) worked on the mobile phone users in Nigeria to identify relationships of customer service on customer retention. In addition there is a need to be aware of socio-economic characteristics which influence the customer’s satisfaction. Download Full PDF Package. 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. achieving long term success in the service industry. Service quality can be a better instrument for forecasting the customer satisfaction. July 2019; DOI: 10.33422/icrbmf.2019.07.1004. A total of 230 respondents participated in the study. customer satisfaction in telecom industry of Pakistan. However, one of the key challenges confronting . 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} } PDF. 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. 37 Full PDFs related to this paper . The Telecommunication industry in Nigeria has developed to be very competitive, as different . Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business (Chingang & Lukong 2010). Two types of data were collected; Primary Data and Secondary Data. Service quality acts as an antecedent to customer satisfaction (CS). This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. Service quality today has become not only the rhetoric of every business enterprise, but also occupies eminent position in every discourse. 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 … Data were collected through a structural questionnaire and SERVPERF model was used. 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. 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. of the mobile services in Canada and China also supported this argument. Mobile Service Quality As it is important in every industry, quality perceptions also have great importance in mobile services. ABSTRACT:The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. 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. Previous studies showed that limited studies have been conducted in Malaysia on customer loyalty towards the telecommunications industry. 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].

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria. 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 taps into business, marketing, and psychological research and practices to provide a satisfied customer.

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