Service Quality Dimensions in Mobile Telecommunication Sector
Journal Title: IOSR journal of Business and Management - Year 2018, Vol 20, Issue 7
Abstract
Indian mobile telecommunication sector is passing through an interesting phase of data revolution. The entry of the new telecom operator Reliance Jio has brought significant reduction in the tariff structure of voice calls and data services. The competition has become so intense that each operator realizes that focussing merely on voice-calls will not be sufficient to generate revenue and hence there is a need to shift the focus on various mobile value added services and data services. Mobile telecom, being a service oriented sector, the pursuit of service qualityis an inevitable factor. As the market is getting saturated, the telecom service providers are faced with the challenge of acquiring new customers and preventing the customer churn in a highly volatile and competitive market. In this context it is extremely important for service providers to ensure the best service quality to the customers and to be customer centric in managing interactions. This research aims at identifying the service quality dimensions in telecom sector and analyse the influence of these dimensions on customer loyalty. This study uses a descriptive research design to study the demographic profile of the mobile subscribers and to identify the service quality dimensions in mobile telecom sector. The study was conducted by collecting responses from a sample of 766 customers of five major service providers in Northern and Central Kerala. Four dimensions of service quality like reliability, responsiveness, assurance and network quality were identified and their effect on customer loyalty is analysed.
Authors and Affiliations
Dr. P. Krishna kumar, K. R. Rashmi
Keywords
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- EP ID EP412126
- DOI 10.9790/487X-2007035256.
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