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 can be built up when brand satisfies the requirements and cravings of clients. Contribution: This study explains the effect of service quality on customer satisfaction by explaining their interrelationship. Oyeniyi and Joachim (2012) worked on the mobile phone users in Nigeria to identify relationships of customer service on customer retention. Corpus ID: 16508882. 37 Full PDFs related to this paper . These findings show that mobile service providers have to find ways to increase the service quality and customer satisfaction. found in the customers’ of telecom industry which are found to be satisfied. 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. A short summary of this paper. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. To achieve the objective, reviews of the literature were presented. 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 … 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. International Journal of Business and Social Science Vol. The high quality service will have a positive impact on the customer satisfaction. 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. It also identifies various factors affecting the both constructs. telecommunication 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. PDF. Ahlam Salem. Data were collected from 388 customers of mobile telecommunication industry. Thus, this study aims to fill the contextual gap by investigating the effects of the independent variables and mediating effects of satisfaction. Results revealed that the … achieving long term success in the service industry. 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. 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. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. 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. Mobile Service Quality As it is important in every industry, quality perceptions also have great importance in mobile services. Download Full PDF Package.

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. 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. This paper. Evaluation of service quality in an enterprise is vital to improve productivity and increase CS. It . Service Quality and Competitive Advantage in Ghana’s Telecommunication Industry.Evidence of MTN Ghana. 37 Full PDFs related to this paper. customer satisfaction in telecom industry of Pakistan. The impact of service quality on customer satisfaction in telecom sector of Pakistan. However, one of the key challenges confronting . anies is how they manage their service quality, which holds a grea deal to customer satisfaction. Data were collected through a structural questionnaire and SERVPERF model was used. Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business (Chingang & Lukong 2010). The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria. 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} } 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. 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 … 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. The findings further show a strong relationship between service quality, satisfaction and behavior intention and that service quality and satisfaction. This paper is useful to researchers conducting a study in not only the telecommunication area but also in other areas related to service quality. 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 results … 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. In addition there is a need to be aware of socio-economic characteristics which influence the customer’s satisfaction. This paper. Service quality taps into business, marketing, and psychological research and practices to provide a satisfied customer. of the mobile services in Canada and China also supported this argument. Download Full PDF Package . Free PDF. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. July 2019; DOI: 10.33422/icrbmf.2019.07.1004. service quality, customer satisfaction, customer loyalty, and customer retention in measuring service quality provided by telcos. However its all depends upon that which segments a company is targeting and what are their expectations for that product [7]. Sekuru Lav. Download Free PDF. Telecom companies jostle for the attention of subscribers. 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. People now are relying on cell phones more than anything else. Service quality is being used as a competitive arm to differentiate them and to create customer satisfaction.

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