Study on Impact of Service Quality on Customer in Telecom Industry

 Study on Impact of Service Quality on Customer in Telecom Industry

Abstract

Along with globalization, new technologies are being introduced to the mobile telecommunications industry in order to improve service quality, which is important in attracting and retaining rational customers. There is empirical evidence of a link between service quality and customer satisfaction in Sri Lanka's mobile telecommunications industry. However, researchers discovered that measures of service quality differed from one country to the next. As a result, there is a need to investigate the impact of service quality on customer satisfaction in the Sri Lankan mobile telecommunications industry in order to improve customer satisfaction.

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Introduction

Service quality, according to Parasuraman et al. (1988), is "the overall evaluation of a specific service firm that results from comparing that firm's performance with the customers' general expectations of how firms in that industry should perform." Customer satisfaction is commonly defined as a customer's perception or evaluation of goods or services following use (Gupta & Bansal, 2012; Jamal & Anastasiadou, 2009; Quan, 2010).

For More Details About  Study on Impact of Service Quality on Customer in Telecom Industry Please Visit Our Website


Or call us +91 9481545735

Conclusion

The study concentrated on the impact of service quality on customer satisfaction in the Sri Lankan telecommunications industry. According to information from the telecommunications industry, all service providers are in trouble. As a result of this, some have left the company. This situation has prompted researchers to investigate the major dimensions of service quality that contribute to customer satisfaction in Sri Lanka's mobile telecommunications industry, as well as the impact of service quality on customer satisfaction and how perceived value moderates the relationship between service quality and customer satisfaction.

For More Details About  Study on Impact of Service Quality on Customer in Telecom Industry Please Visit Our Website


Or call us +91 9481545735

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