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of the mobile services in Canada and China also supported this argument. The high quality service will have a positive impact on the customer satisfaction. Moreover, the studies of Turel & Serenko (2006), Wang et al. Service quality taps into business, marketing, and psychological research and practices to provide a satisfied customer. The impact of service quality on customer satisfaction in telecom sector of Pakistan. Oyeniyi and Joachim (2012) worked on the mobile phone users in Nigeria to identify relationships of customer service on customer retention. It also identifies various factors affecting the both constructs. Download PDF. In addition there is a need to be aware of socio-economic characteristics which influence the customer’s satisfaction. 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. The Telecommunication industry in Nigeria has developed to be very competitive, as different . 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. 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. Download Free PDF. Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business (Chingang & Lukong 2010). Service quality is being used as a competitive arm to differentiate them and to create customer satisfaction. Surveys on percent of the US mobile subscribers in 2004 were thinking to switch to another mobile service provider (Lim et al., 2006). Corpus ID: 16508882. 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 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 … 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. 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. Previous studies showed that limited studies have been conducted in Malaysia on customer loyalty towards the telecommunications industry. READ PAPER. service quality, customer satisfaction, customer loyalty, and customer retention in measuring service quality provided by telcos. anies is how they manage their service quality, which holds a grea deal to customer satisfaction. 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. International and local restaurant chains are satisfying the demand of customers in variety Corresponding author’s details: of range of products and services. International Journal of Business and Social Science Vol. The customer’s satisfaction and trust are influenced by the perceived quality service. The findings further show a strong relationship between service quality, satisfaction and behavior intention and that service quality and satisfaction. Service quality acts as an antecedent to customer satisfaction (CS). found in the customers’ of telecom industry which are found to be satisfied. 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. telecommunication industry. Evaluation of service quality in an enterprise is vital to improve productivity and increase CS. Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Data were collected from 388 customers of mobile telecommunication industry. 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. Mobile Service Quality As it is important in every industry, quality perceptions also have great importance in mobile services. 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. Akpoyomare ... distribution, promotion and customer service) were identified and tested. 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]. AN ASSESSMENT OF SERVICE QUALITY … PDF. July 2019; DOI: 10.33422/icrbmf.2019.07.1004. Two types of data were collected; Primary Data and Secondary Data. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. 3 No. Ahlam Salem. 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. These findings show that mobile service providers have to find ways to increase the service quality and customer satisfaction. 37 Full PDFs related to this paper . The results … AN ASSESSMENT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: A Case Study of Tel@BULLETOne (Pvt) Limited LOVEMORE MUTSVANGA. An empirical study of Pakistan Author Sidra Ansar, co author Samreen Lodhi . achieving long term success in the service industry. This paper. Premium PDF Package. Customer satisfaction can be built up when brand satisfies the requirements and cravings of clients. Service Quality and Competitive Advantage in Ghana’s Telecommunication Industry.Evidence of MTN Ghana. People now are relying on cell phones more than anything else.

This study investigates the relationship between service quality and customer satisfaction in the telecommunication industry with a focus on Mobile Telecommunication Network (MTN) Nigeria. This paper is useful to researchers conducting a study in not only the telecommunication area but also in other areas related to service quality. 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. However, one of the key challenges confronting . To achieve the objective, reviews of the literature were presented. Therefore, this study attempts to find out the determinants ofcustomer loyalty in the telecom industry in Bangladesh. This paper. PDF. ABSTRACT: The Telecommunication industry in Nigeria has developed to be very competitive, as different 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. 37 Full PDFs related to this paper. Service quality today has become not only the rhetoric of every business enterprise, but also occupies eminent position in every discourse. Sekuru Lav. The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria. A short summary of this paper. 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. Service quality can be a better instrument for forecasting the customer satisfaction. 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. A total of 230 respondents participated in the study. Convenient sampling method was used to select the sample. Free PDF. Thus, this study aims to fill the contextual gap by investigating the effects of the independent variables and mediating effects of satisfaction. service quality on customer satisfaction in mobile telecommunication industry in Sri Lanka in order to enhance the customer satisfaction. Data were collected through a structural questionnaire and SERVPERF model was used. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. these comp. Download Full PDF Package . 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 … Keywords: Customer satisfaction, service quality, food reliability Introduction1 The restaurant industry has become one of the most profitable industries in the world. 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 … ABSTRACT:The Telecommunication industry in Nigeria has developed to be very competitive, as different Telecom companies jostle for the attention of subscribers. PDF. 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. However, one of the key challenges confronting these companies is how they manage their service quality, which holds a grea deal to customer satisfaction. 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. Telecom companies jostle for the attention of subscribers. 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} } Contribution: This study explains the effect of service quality on customer satisfaction by explaining their interrelationship. However its all depends upon that which segments a company is targeting and what are their expectations for that product [7]. Download PDF. Results revealed that the … 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. Download PDF Package. 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. 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 becomes the most important factor for Telecom Services. mobile telecom industry. Download Full PDF Package. PDF. THE NIGERIAN TELECOMMUNICATIONS INDUSTRY Oghojafor, B.E. It . Antecedent to customer satisfaction in the study related to service quality, which a. 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