Institute of Business andIndia. 2 Abstract Asya Archakova Service Quality and Customer Satisfaction. 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. As any other businesses, you have to follow financial or sales KPI metrics, found in the customers’ of telecom industry which are found to be satisfied. Further service quality dimensions alone explain 43.9% of the variance in customer loyalty. Telecom KPI Monitoring Learn More About Metrics KPIs The telecom industry has a long list of very specific key performance indicators to track. i SERVICE QUALITY DIMENSIONS AND CUSTOMER SATISFACTION IN THE KENYAN TELECOMUNICATIONS SERVICE INDUSTRY: A CASE OF NOKIA SIEMENS NETWORKS By: Joseph Akaka Otemba A Research (1985) analyzed the dimensions of service quality and constituted a GAP model that provides an important framework for defining and measuring service quality (Saat, 1999). 186-193. doi: 10.5923/j.economics.20170704.04. In service marketing literature, service quality is generally defined as the overall assessment of a service by the customers, (Eshghi et al., 2008, p.121) or the extent to which a service meets customer’s needs or expectations, Asubonteng et al., (1996). The 5 Dimensions Defined After extensive 1. Komar University of Science & Technology, Kurdistan, Iraq 2. the service quality measurement in airline industry (Rahim, 2015). I referred to it in Gap 5 & Roswell, and I’m using it here again. All dimensions have service quality gaps but it is serious in Responsiveness fallowed by Assurance,Tangibles,Empathy and Reliability. that telecom operators should put more emphasis on improving service quality, customer satisfaction, trust, corporate image in order to increase loyalty among customers. The online tool presents findings from Ofcom’s first ‘Comparing Service Quality’ report – published today – in a simple, visual format. We found that all the four dimensions of e-service quality have strong relationship with consumer loyalty which means that they have considerable impact on building and maintaining the loyalty of consumers in electronics retail industry. Parasuraman et al. service quality gaps associated with external customer services, it could be extended to close other major gaps and therefore, it could be developed in order to be applied for internal customers, i.e. With this in place, you can prioritize network performance management based on forecasts of the influence of events on customer experience, and thus deliver high-level customer service assurance . This is a quantitative analysis and the data was collected in the form of communication-based questionnaires. service quality on customer satisfaction in banking sectors. Gilbert and Wong (2003) claim that the SERVQUAL model does not capture other vital aspects of the service quality … These dimensions were: Tangibility, Reliability employees and service providers. Service Quality and Customer Loyalty: A Study in Telecom Sector satisfaction and the influence of “content quality” ranks second (Ying- Feng Kuo et al ., 2009).. Introduction The purpose of this study is to establish a relationship between service quality dimensions and customer satisfaction for telecom Keywords: customer loyalty, service quality, customer satisfaction, trust, corporate image, The functional aspect Premium service quality is a key to gain a competitive advantage in services industry. Keywords: Service quality, Customer loyalty, SERVQUAL, Banking industry A Study on the Service Quality and it’s Relation to CRM in Telecom Industry Navulur Krishna Surarchith 1*, Uma Shankar Singh 1.2 1. The purpose of this study is to establish the relationship between service quality and customer satisfaction. 7 No. Cellular telecommunications competition mainly based on service quality.So in At first, Parasuraman, Berry & Zeithaml, (1985) pointed out ten factors to evaluate service quality. (Kheng et al., 2010). Telecom service quality management demands insight into customers' perceptions of service quality. 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