Impact of Service Quality Dimensions on Customer Satisfaction in Telecom Sector

  IJETT-book-cover  International Journal of Engineering Trends and Technology (IJETT)          
© 2015 by IJETT Journal
Volume-27 Number-2
Year of Publication : 2015
Authors : Debasish Baruah, Thuleswar Nath, Dimpi Bora
DOI :  10.14445/22315381/IJETT-V27P219


Debasish Baruah, Thuleswar Nath, Dimpi Bora"Impact of Service Quality Dimensions on Customer Satisfaction in Telecom Sector", International Journal of Engineering Trends and Technology (IJETT), V27(2),111-117 September 2015. ISSN:2231-5381. published by seventh sense research group

Service quality is the difference between the service expectation of the customer and service received by the customer that is service perception. Various factors influence the customer perception. Also Customer satisfaction is influenced by customer perception. The telecom sector in India is now facing tremendous competition in providing quality service and ensuring customer satisfaction. The objective of this paper is to find the important service quality dimensions affecting customer satisfaction in telecom sector and to find the impact of these dimensions on customer satisfaction. Also this paper aims to find the gender wise perception of the dimensions. A modified questionnaire was prepared based on SERVQUAL instrument. It was found from regression analysis that all the dimensions of service quality were positively and significantly impacted the customer satisfaction. Also, from ANOVA analysis, it was found that for reliability, responsiveness and empathy, there was difference between male and female regarding the perception of these dimensions while for tangible, assurance and network quality, there was no difference. The results would help the service providers in taking major steps to improve the service quality.


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Service quality, Customer satisfaction, Telecom sector, service quality dimensions, SERVQUAL instrument.