AN INNOVATIVE APPROACH OF INTEGRATING SERVICE QUALITY, EMPLOYEE LOYALTY AND PROFITABILITY WITH SERVICE PROFIT CHAIN IN TELECOM SERVICE INDUSTRY: AN EMPIRICAL VALIDATION
Journal Title: Proceedings on Engineering Sciences - Year 2021, Vol 3, Issue 1
Abstract
A research project was commissioned to study the influence and importance of service quality, employee loyalty, and profitability with service profit chain (SPC) model in telecom service industry in Oman. A questionnaire-based survey was conducted to investigate the consequences of a company's internal assets in terms of employees' satisfaction and loyalty, operational efficiency, and its fallout on company's turnover in terms of revenue and profitability. The telecom service chain spans three entities with service flowing from original equipment manufacturers, to telecom service providers to end users. The findings indicate that the proposed "three-tier two-stage" model holds important lessons for service industry, with service quality and human capital standing out prominently. Next, the employees' loyalty should be seen as valuable assets in an organization in order to improve company's internal performance and develop better relationships with customers and suppliers. Therefore, service quality, employee loyalty and SPC attributes should be measured periodically.
Authors and Affiliations
Mohammad Sultan Ahmad Ansari
Keywords
Related Articles
- EP ID EP692824
- DOI 10.24874/PES03.01.001
- Views 134
- Downloads 0
THE EFFECT OF MANAGEMENT (STYLE) ON COST OF QUALITY IN ENGINEERING PROJECTS
Management styles affect quality cost in the construction industry. Despite this, little has been done to counter the negative effects. This study investigated the relationship between management styles and the cost of q...
JOB SATISFACTION OF EMPLOYEES WORKING IN MANUFACTURING SMEs
Nowadays attracting and retaining of talented employees is the big challenge to the organization in the competitive business labour market. An unsatisfied employee is the first enemy of the organization. A satisfied empl...
IMPROVING THE MANAGEMENT EFFICIENCY OF BANKING INSTITUTIONS THROUGH INTERACTION WITH CREDIT BUREAU
Emerging financial crises adversely affect the activities of banking institutions, which requires additional measures of the bank aimed at allocating resources with a minimum level of risk. Developed at the legislative l...
COMBINING LIKERT ITEMS WITH DIFFERENT NUMBER OF RESPONSE CATEGORIES
Three assumption-free approaches are described to convert and combine scores of Likert items with different response categories to obtain comparable test scores for a single sample. Generated data were continuous, equidi...
AN INVESTIGATION OF THE IMPACT OF THE CONCEPT OF SOCIETY 5.0 ON TOTAL QUALITY MANAGEMENT: THE FUTURE OF HUMAN-ORIENTED TECHNOLOGY STUDIES "SOCIAL QUALITY"
The Industrial Revolution, which started with the invention of the steam machine in 1778 by James Watt, brought along the 4th and 5th Industrial Revolutions with the development of information and communication technolog...