Service Quality Measurement Of Mobile Phone Service Providers A Study
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Service Quality Measurement Of Mobile Phone Service Providers A Study
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Author : Vijayakumar K
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2015-07-24
Service Quality Measurement Of Mobile Phone Service Providers A Study written by Vijayakumar K and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-07-24 with categories.
The study was undertaken with a view to measure the service quality of mobile phone service providers. A large number of mobile phone service providers have been competing with each other to maximize the sales by providing quality service to their customers. The service providers have been offering many innovative schemes to attract the customers. But it is not known exactly where their standing is and how are they differentiating from others by the offer of quality service. In order to find answer to the above question, it was decided to measure the service quality of the different service providers. This study is based on the Service Quality Measurement (SERQUAL MODEL) developed by Parasuraman, Zeithmal and Berry. They are the pioneers in developing the scale for measuring the consumer perceptions of service quality offered. Hence I owe a lot to them for the pioneering work and the scaling techniques used by them for their study which I have adopted in this study. The researchers on the field SERVICES MARKETING will be highly benefited by this work and I hope that the researchers on this area will make use of the contents of the book.
Service Quality Dimensions And Customers Satisfactions In Mobile Communications
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Author : Sakthivel Rani
language : en
Publisher:
Release Date : 2017
Service Quality Dimensions And Customers Satisfactions In Mobile Communications written by Sakthivel Rani and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with categories.
Objective - The world is moving towards continuous and ubiquitous availability of information. Entry of private operators in 1990's, competition has caused prices to drop and calls across India are one of the cheapest in the world. Technological advances combined with forces of globalization resulted in the transformation of the economy, industries, markets and customers resulting in a connected knowledge economy, borderless global economy, globalizing, covering and consolidating industries, fragmenting and frictionless markets and active, connected, informed and demanding customers. The objective of this research is to ascertain the constructs like customer satisfaction towards the mobile phone service providers, switching barrier and the customer loyalty factors.Methodology/Technique - Respondents in the study are the customers who use mobile phones. Primary data were collected with the help of the specially designed questionnaire, which was administered to the mobile users. The final questionnaire was pre tested on 40 respondents and the coefficient values are all above .8 thus meeting Nunnaly's recommendation of greater than 0.7 as the acceptable reliability level. The overall alpha value was 0.8 and the instrument consists of customer satisfaction regarding the mobile service providers, which includes factors like price (5 items, 0.816), network coverage (4 items, 0.795), customer service (5 items, 0.852) and usage (8 items, 0.884). Switching barriers factors consists of 28 items like credibility factors (8 items, 0.863), congruency factors (7 items, 0.816), switching cast (8 items, 0.871), and value (5 items, 0.900). Final part of the instrument includes 17 customer loyalty factors like trust (7 items, 0.858), commitment (4 items, 0.848), word of mouth (3 items, 0.779) and cooperation (3 items, 0.691).Findings - Gender, location of the customers and service providers has significant association with level of customer satisfaction. Gender and occupation has significant association with level of customer switching barriers. Hierarchical regression analysis was used to analyze the main effect and the adjustment effect of those switching barrier factors and the relative effect. Novelty - The contribution is that this study review theoretically and verifies empirically the relationship and mechanism between the customer retention and the switching barrier. Type of Paper: Empirical.
An Application Of The American Customer Satisfaction Index Model Acsim In The Nepalese Mobile Phone Sector
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Author : Kaji Bahadur Dahal
language : en
Publisher: GRIN Verlag
Release Date : 2016-05-02
An Application Of The American Customer Satisfaction Index Model Acsim In The Nepalese Mobile Phone Sector written by Kaji Bahadur Dahal and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-05-02 with Business & Economics categories.
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Offline Marketing and Online Marketing, grade: B, Maastricht School of Management, course: MBA, language: English, abstract: Nepalese mobile phone market is one of the fast growing businesses with the penetration rate of at least 67.92% for GSM mobile services. Mobile phone providers have also been competing to offer dynamic services to customers. By doing this research, it is expected to offer inputs to enhance customer satisfaction with mobile services in Nepal. The term ‘customer satisfaction’ has become an emerging issue for academic research as business organizations recognize that customer satisfaction is the only way to win in the given tough competitive business world. The aim of this paper is to measure the antecedents and consequences of overall customer satisfaction with mobile services in Nepal. This study is probably the first of its kind in Nepal, which uses standard customer satisfaction measures (American customer satisfaction index model, (ACSIM) to examine the customer satisfaction with mobile services. It uses a structured questionnaire to collect the data from 242 young mobile users from two colleges in Nepal. Based on the observation, it is found that the influencing antecedents of customer satisfaction are customer expectation, perceived quality and perceived value. Similarly, it is also found that highly satisfied customers are more likely to repurchase and higher price tolerance to price increases by current mobile services provider or price decreases by rival. The result of this study is more applicable to young adult mobile services market in Nepal rather than to entire mobile subscriber population. The study reveals that mobile services provider must focus on improving mobile services quality to increase customer satisfaction and customer loyalty. The value of this study is that it uses well known research model to measure customer satisfaction with mobile services in Nepal.
Quality Factors Influencing User Satisfaction Of Mobile Communication Services In Kuwait
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Author : Tami H.M. Alzabi
language : en
Publisher:
Release Date : 2016
Quality Factors Influencing User Satisfaction Of Mobile Communication Services In Kuwait written by Tami H.M. Alzabi and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016 with categories.
Effects Of Mobile Banking Service Quality On Customer Satisfaction The Case Of Commercial Bank Ethiopia
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Author : Tarekegn Balango
language : en
Publisher: GRIN Verlag
Release Date : 2023-04-25
Effects Of Mobile Banking Service Quality On Customer Satisfaction The Case Of Commercial Bank Ethiopia written by Tarekegn Balango and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-04-25 with Business & Economics categories.
Seminar paper from the year 2023 in the subject Business economics - Business Management, Corporate Governance, grade: 3.85, , course: Master of business adminstration, language: English, abstract: It was proven that perceived service quality had a positive relationship with customer satisfaction and the researcher think this supports the argument of linking mobile banking service and customer satisfaction. They use the SERVQUAL model but rather the dimenstiononly scale to assess service quality other than website desig nand responsivness. The researcher therefore think using the SERVQUAL model (MiykelSisaye)model would be a contribution to existing research mobile banking context. This is the current research gap and in order to fill the gap, the researcher was try to measure service quality and customer satisfaction, The study aimed at examining the effect of five online banking service quality dimensions on the customers satisfaction in the case of CBE. The study followed an explanatory research design identifying the dimensions of service quality for online services namely reliability, responsiveness, ,personalization, web design and security as independent variable and customer satisfaction as dependent variable. Primary data was collected for the analysis based on five points Likert scale from 396 sample respondents who are customers of CBE online banking services. The data was coded and analyzed using SPSS version 25 software. The reliability of the instrument was checked using Cronbach’s alpha test. The data analysis employed both descriptive and inferential statistical methods. The descriptive statistics was used for summarizing the background of respondents and computing average score of CBE on each dimensions of service quality and customers satisfaction. Correlation and multiple regression analysis were conducted to examine the relationship between the dependent and independent variables.
Customers Perception Towards Cellular Mobile Telephone Operators
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Author : Muhammad Sabir Rahman, Sr.
language : en
Publisher: ORIC Publications
Release Date : 2013-06-17
Customers Perception Towards Cellular Mobile Telephone Operators written by Muhammad Sabir Rahman, Sr. and has been published by ORIC Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-06-17 with Biography & Autobiography categories.
The research findings are based on perceptions of customers' about mobile phone operators. The study produced mixed result from the statistical outcomes; some of these results were expected and some, although obvious were interesting. Finally, it is proposed that, brand image is considered to be significant factor that influences customers' perception towards an operator, effect of advertising and promotion on customers' perception towards an operator is significant, there is a positive relationship existed between customer satisfactions toward customers' perception towards mobile phone operators, price or call rate of an operator is considered a substantial factor that influences customers' perception towards an operator, effect of service quality on customers' perception towards an operator is significant. Interestingly the effect of corporate image is not significant with customers' perception towards an operator. The findings of this research are valuable asset for mobile phone operators in Malaysia those who are struggling to implement a successful strategy for retaining consumers. Academicians, practitioners, researchers, policy-makers can also benefit from this research and its findings.
Mobile Telecommunication Customer Loyalty In Nigeria Determining Factors
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Author : Olayiwola Wasiu Bello
language : en
Publisher: GRIN Verlag
Release Date : 2012-04-28
Mobile Telecommunication Customer Loyalty In Nigeria Determining Factors written by Olayiwola Wasiu Bello and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-04-28 with Language Arts & Disciplines categories.
Master's Thesis from the year 2010 in the subject Communications - Miscellaneous, , course: Master of Business Administration, language: English, abstract: ABSTRACT This Master’s thesis sought to assess and analyze the variables capable of influencing loyalty of mobile phone subscribers as well as how service providers can enhance loyalty of their customers in Nigeria. The study was basically a survey that used the quantitative approach. A structured questionnaire was developed and personally administered to a sample of University of Ilorin students across four major GSM operators in the country. Four hundred (400) respondents were sampled through a stratified random sampling. Out of this, three hundred and forty-eight (348) copies of the questionnaire constituting 87% response rate were got for analysis. Of the eleven (11) operational factors that were used to assess loyalty of customers in the Nigeria Mobile Telecoms industry, all variables except Brand Image and Service Centre Quality were found to be capable of influencing customer loyalty and also considered as the most important loyalty variables in the industry. The unavailability of Mobile Number Portability was found to be a prominent factor in tying consumers down to service providers while the generally low satisfaction with the present state of service delivery in the industry also plays a role in this direction. Therefore, the retention been enjoyed by the service providers can be described as circumstantial. Part of the recommendations given include the service providers embarking upon drives that will reduce to its barest minimum drop calls, improve call quality and SMS delivery which is likely to make subscribers perceive given quality as high among others
Customer Satisfaction On Mobile Phone Services
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Author : Dr. Sakru Ketavath
language : en
Publisher: Lulu.com
Release Date :
Customer Satisfaction On Mobile Phone Services written by Dr. Sakru Ketavath and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Analysis Of The Researches On Service Quality In Telecom Industry From 2000 2020
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Author : Dr. Pankaj Meel
language : en
Publisher:
Release Date : 2020
Analysis Of The Researches On Service Quality In Telecom Industry From 2000 2020 written by Dr. Pankaj Meel and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.
Customer service becomes the most imperative aspect of business accomplishment in most industries. The telecom mobile companies encounter a problem of declining customers' satisfaction with their services. Service quality can deliver a good measurement means to forecast customer satisfaction. However, there is insufficiency in studies associated with this arena that can support telecom companies to recognize and gauge the satisfaction level of customers toward services that deliver. Thus, this research purposes to analyze the literature review of different studies in the light of service quality in telecom companies through finding a binding and reliable instrument to gauge customer perceived service from functional quality and technical quality perspectives.
Customers Perception Towards Mobile Services And Their Influencing Factors In The Choice Of Service Providers
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Author : Muhammad Sabbir Rahman
language : en
Publisher:
Release Date : 2011
Customers Perception Towards Mobile Services And Their Influencing Factors In The Choice Of Service Providers written by Muhammad Sabbir Rahman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Cell phone services industry categories.
Given the importance of customers' perception in telecommunication business and the recent development of cellular phone business in Malaysia, a critical research agenda have arisen that requires attention of understanding the perception of consumers towards operators and the factors those are influencing in the choice of the providers. The research has set as its objective in the discovery of the influencing factors of customers' perception in their decision-making towards purchasing mobile phone line, to determine services information for formulating customers' perception of the mobile phone operators. To accomplish the objectives this research has explained the related concepts and theories; revealed and synchronized literature on consumer behaviour and developed a research framework grounded on a strong theoretical and literature review background. The empirical study was conducted in major cities in Malaysia where the emergency is required for this type of research to understand the customers' perception of mobile phone operators. The target population of this study were general customers' (N=400) of three main operators in Malaysia form significant cities where hand phone users are proportionately significant compared with other cities in Malaysia. The survey instruments included with demographic survey, and service quality, advertising and promotion, brand image, corporate image, customer satisfaction and service provider's price with seven point rating scale. The proposed research model described the direct relationships of service quality, advertising and promotion, brand image, corporate image, customer satisfaction and service providers' price towards customers' perception. These paths were related to causal processes. Thus structural equation modeling approach is necessary to examine these variables in this research. The data analysis of this study was organized into four stages (Stage I - Descriptive Analysis; Stage II - Exploratory Factor Analysis; Stage III - Confirmatory Factor Analysis; Stage IV - Structural Equation Modeling). Data were coded and analyzed by using the Statistical Packages for Social Sciences (Statistical Package for the social Science Version 15 SPSS Inc., Chicago, IL) and AMOS7(Analysis of Moment Structure Version). The research findings are based on perceptions of customers' about mobile phone operators. The study produced mixed result from the statistical outcomes; some of these results were expected and some, although obvious were interesting. Finally, it is proposed that, brand image is considered to be significant factor that influences customers' perception towards an operator, effect of advertising and promotion on customers' perception towards an operator is significant, there is a positive relationship existed between customer satisfactions toward customers' perception towards mobile phone operators, price or call rate of an operator is considered a substantial factor that influences customers' perception towards an operator, effect of service quality on customers' perception towards an operator is significant. Interestingly the effect of corporate image is not significant with customers' perception towards an operator. The findings of this research are valuable asset for mobile phone operators in Malaysia those who are struggling to implement a successful strategy for retaining consumers. Academicians, practitioners, researchers, policy-makers can also benefit from this research and its findings.
