Keywords: Service quality, customer satisfaction, customer loyalty, customer retention The proposed model is applied for evaluating the service quality of the telecommunication industry of Jorhat, Assam with respect to 256 participants on 15 criteria. The survey captures customer expectations and compares them with the notion of the offerings delivered by the telecom industry in India. SERVQUAL model is used to measure quality, the best among customers in a predominant telecom industry in India. Parasuraman, Zeithaml and Berry [1] identified ten requirements useful for customers’ evaluation of the quality of services: reliability, responsiveness, tangibles, communication, credibility, security, competence, courtesy, understanding the customers and service accessibility. Service quality is a vital tool that can help a firm to combat to stand out from competition (Ladhari, 2008). The study shows that there is no relationship between innovations and service quality in telecommunication. Telecommunication Union (ITU-T) defines quality of service as “the collective effort of service performance which determines the degree of satisfaction of user of all the services”. ÂèE‘?–ÕœHI¿åo!>éU]ÔH)½¬!ÓCF߃3zïS³ »Æwï{ÖFÀ¼m|–÷åB4:”Ðo¾ƒ×µûYØ}ç8É×æ§I÷yõ°Ä”Ò›²Wë²]ÏÊÕºž>å«x€]B‘. îߏ”,[NóðrET(Ò4õ‘ The population of the study comprises 532 subscribers of mobile telecom service providers, Tpurposively spread across the six This was unexpected, we thought that innovations had significant contribution to service quality. Impact of Service Quality on Customer Satisfaction in the Telecommunication Industry Victoria Mojisola Osho and Philips Olatunde Ogunode 111Academic Discourse: An International Journal, Volume 9 No. Read "Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage, Management Decision" on DeepDyve, the largest online rental service for scholarly research with thousands of As As an example , Kettinger and Lee (1994) found four perspectives in their study about quality of information system that have not material Service Quality Management: A System for Managing the Quality of Telco Services Comarch Service Quality Management (SQM) transforms traditional network-centric telecom monitoring into customer-centric telecom service quality management. ii DECLARATION I, LP du Preez, declare that A quality management perspective on customer service in the South African mobile telecommunication industry is my own work, all sources used are acknowledged in the reference list Service Quality (withSERVQUAL) of cellular telecommunication service providers in Andhra Pradesh. 1, June, 2016. To provide improved quality service, telecommunication companies need to investigate degree of Various factors … In the context of telecommunication industry, service quality can be measured in six different dimensions; the network service, the mobile devices, the customer service, the value-added services, the pricing structure and the billing system provided by the company. Analyzing Customers’ Perception of Service Quality of Ghanaian Telecommunication Industry Dwumfour Abdullai Faculty of computing and information technology (CIT), Wisconsin international university college abdullai.dwumfour In an industry characterized by short product lifecycles and high safety and quality expectations, you can use the telecommunications quality assurance standard, TL … Service quality Customer satisfaction Telecommunications industry China Citation Wang, Y. and Lo, H. (2002), "Service quality, customer satisfaction and behavior intentions: Evidence from China’s telecommunication industry", This network is Circuit Switched (CS) based and for this reason, has a dedicated circuit (or channel) reserved for the call. Chumpitaz and Paparoidamis (2004) discovered that marketing performance is positively affected by service quality. This article examines the impact of service quality on customer loyalty in the Nigerian mobile telecom industry. For this study Reliability analysis, Factor analysis and paired t- … (2001) and Lee, Lee, & Freick (2001), in their studies on mobile telecommunication services measured service quality by call quality… BRAND: Broad Research in Accounting, Negotiation and Distribution, 1(1), 88 – 90. The Public Switched Telephone Network (PSTN) that is referred to as the basic telephony service is considered a reference for voice quality, and fulfills all expectations of users. Superior Service Quality in Indian Cellular Telecommunication Industry A Source of Sustainable Competitive Advantage in an Emerging Economy Zillur Rahman Department of Management Studies , Indian Institute of Technology , Roorkee, 247667, India service quality on customer satisfaction in mobile telecommunication industry in Sri Lanka in order to enhance the customer satisfaction. It is important that Jawwal provides its customers with high quality service to survive in the highly competitive telecommunication industry business. Published 2016 Impact of Service Quality on Customer Loyalty-A Study on Telecom Sector in India @inproceedings{Dubey2016ImpactOS, title={Impact of Service Quality on Customer Loyalty-A Study on Telecom Sector in India}, author={Archi Dubey and Dr. Ashwini Kumar Srivastava}, year={2016} } Google Scholar Service quality is the difference between the service expectation of the customer and service received by the customer that is service perception. Hence, the telecommunication industry in Malaysia has to be strategically positioned to provide quality services to satisfy customers. In a nutshell, Service quality measures how well the service is delivered. êÃÅ^Ê)ÎîZd“ê#ËøÜò&ÕUö žô‰2)5“)¯¬ó_ú{pT¿_°ì-êMéܛËnˆ/MãNLM£©„»¸V*mx'GË6ú½§â¸Ñ. Customer satisfaction judgements can be formed by a large number of non-quality issues, such as needs, equity, perceptions of fairness. Broad Research in Accounting, Negotiation, and Distribution ISSN 2067-8177, Volume 1, Issue 1, 2010 88 The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. Employee Engagement Telecom companies have various departments like marketing, network, admin, credits, verification, collection, and HR. BRAND. Data were collected from 388 customers of mobile –€*ËIf3áÂo²`«¹W*CŸVž1‡xî­%BoëˆÐÎ[dDrˆãô”Ž×EU“Œi:þ5¿)ë'¢§ÓüåKQΟjb…£gEØv"8£³E>_)èlYՓÉòíöĀ3ÔÁ+1†w^y™?t¼*ó…_އŠ1úµÎåøš/ Contact us to know more about the strategies to improve customer service in the telecom industry. A post hoc analysis found that the telecommunication industry received excellent ratings on tangibles, particularly customer service staff’s dress, and low ratings on empathy, particularly service providers’ interest differences. Service Quality Customer satisfaction can result from any dimension, whether or not it is quality related. Finally, sensitivity analysis is conducted to evaluate the robustness of the proposed approach. Kim (2000), Gerpott et al. telecommunication industry. The dimensions underlying quality judgements are rather specific. technological innovations, service quality and other related issues The remainder of this paper is structured as follows; part 2 provides an overview of the telecommunication industry in Cameroon showing clearly the trend of McCleary and Swan (1996) discussed in their research that service quality scope is changed from one industry to another industry. Quality and satisfaction are two related terms which are used interchangeably by some researchers. Service quality can be a better instrument for forecasting the … Tangibles are an aspect of service quality that is extremely important to the Thai telecommunication customer. In spite of the establishment of several telecommunication industries in Ghana, the quality of service has been questionable and woefully Unlike the other service sectors, in the case of the telecom sector, the quality of service also depends on the technical fault-free facilitation of calls. Service Quality and Customer Satisfaction in Nigerian Mobile Telephony Timothy T. Alabar 1 , Ode Egena 1 and Richard I. Gbande 1 1 Benue State University, Makurdi, Department of Business Management, Makurdi-Nigeria 2 telecommunication industry in understanding factors affecting service quality, customer satisfaction, customer loyalty, and customer retention. Competition is supposed to bring about efficiency in the quality of service in an economy. Contribution: This study explains the effect of gFF83†&Q°Diƒ‚#†q2â Telecom service quality management demands insight into customers' perceptions of service quality. The relationship between service quality and customer satisfactionin the telecommunication industry: Evidence from Nigeria. 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. 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