scholarly journals Managing the Customer Perceived Service Quality for Cellular Mobile Telephony: An Empirical Investigation

2008 ◽  
Vol 33 (1) ◽  
pp. 19-34 ◽  
Author(s):  
Anita Seth ◽  
K Momaya ◽  
H M Gupta
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Service Providers ◽  
Superior Performance ◽  
Mobile Service ◽  
Technical Quality ◽  
Perceived Service Quality ◽  
Network Quality ◽  
Cellular Mobile ◽  
Quality Instrument

With the liberalization and internationalization in telecommunication, service quality has become an important means of differentiation and path to achieve business success. Such differentiation based on service quality can be a key source of competitiveness for many Indian firms and hence have implications for leadership in such organizations. For the past few years, cellular mobile service sector in India has been experiencing the highest growth rate in terms of subscribers and revenues. With the increasing demands of the customer, cellular mobile sector has become competitive. Despite this, most of the cellular mobile service providers in India are primarily focusing on expanding their customer base and tend to overlook investing in service quality. A thorough review of literature revealed that most of the studies reported on service quality focused on the service delivery aspects, ignoring the role of technical quality. The present study strives to develop a valid and reliable instrument to measure customer perceived service quality incorporating both service delivery as well as technical quality aspects. Through a survey of 225 regular users of cellular mobile services, a seven dimensional service quality instrument is revealed, which is empirically tested for unidimensionality, reliability, and construct validity using confirmatory factor analysis. The resulting validated instrument comprised of dimensions including reliability, responsiveness, assurance, empathy, tangibles, convenience, and customer perceived network quality. Further, the results of the regression analysis highlighted the priority areas of service improvement. The study indicated that among the various dimensions, responsiveness is the best predictor, followed by reliability, customer perceived network quality, assurance, convenience, empathy, and tangibles. Thus, superior performance on the most important dimension, responsiveness may be helpful in providing enhanced quality of service. The major managerial implications of study include the following: The service quality instrument so developed can be used by managers for periodic monitoring of service quality as perceived by customers. The study also provides directions to service providers as to which particular dimension require attention in terms of their importance. This would enable the service providers to focus resources in accordance with the importance of these dimensions. Further, the service quality index derived by aggregating the scores on these dimensions can also be developed, which can be used for benchmarking their performance against competitors. The instrument is developed and validated by collecting data from customers in India. There may be a possibility of cultural differences playing a role in the outcome of the study. Thus, there is a need to explore these results for other developing and developed economies. The future studies may also take into account the factors that influence service quality for corporate customers.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

Do task- and relation-oriented customers co-create a better quality of service?

2015 ◽  
Vol 53 (1) ◽  
pp. 179-197 ◽  
Author(s):  
Fung Yi Millissa Cheung ◽  
Wai Ming To
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Information Sharing ◽  
Service Management ◽  
Service Providers ◽  
Service Encounters ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Involvement ◽  
Management Literature

Purpose – The purpose of this paper is to explore how task- and relation-oriented customers co-create high quality services with frontline employees from the perspective of customer-dominant (C-D) logic. Design/methodology/approach – The authors reviewed the service management literature and identified a number of critical components that help service providers understand the psychology and behaviour of their customers, and how their customers perceive service encounters. The authors tested the theoretical model using a random survey sample of 707 consumers in Hong Kong. Findings – The authors found that information sharing fully mediated the interactive effects of customer involvement and customer motivational orientation on customer perceived service quality and customer satisfaction. These findings support the C-D logic that customers as co-creators of value play a dominant role in service encounters. Research limitations/implications – The authors contribute to the existing management literature by identifying the importance of the C-D logic for service delivery and management. In particular, the involvement of customers with different motivational orientations through information sharing significantly affects customers’ perceived service quality and satisfaction. Originality/value – The paper enhances the understanding of customer’s logic by exploring the conditions and process between customer involvement and service delivery. Further directions for theoretical and empirical research are suggested.

scholarly journals The interaction of service quality, customer value, customer satisfaction on customer’s behaviour intention using cellular/mobile service in Ho Chi Minh City

2020 ◽  
Vol 9 (1) ◽  
Author(s):  
Do Thi Thanh Tram ◽  
Nguyen Khanh Duy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Customer Value ◽  
Theoretical Models ◽  
Positive Behavior ◽  
Ho Chi Minh City ◽  
Mobile Service ◽  
Network Quality ◽  
Cellular Mobile

Based on theoretical models of Cornin et al. (1999, 2000) and Wang et al. (2004), the purpose of this study is to answer the following question: Does customer value, an intermediary factor, affect service quality, customer satisfaction and behavioral intentions? The research was conducted from a sample of 194 consumers in Ho Chi Minh city. Scales of the research were developed through Cronbach’s alpha test, exploratory factor analysis EFA, Path Analysis which pointed out that customer value is an intermediary factor in the cause and effect relationship among the following factors: service quality, customer satisfaction and behavioral intentions. This was due to the fact that improvement satisfaction results in positive behavior Cornin et al. (1999, 2000) such as loyalty, not only service quality but also focus on customer value as well. Besides, the result of research also found three components: network quality, significant tangible impact on customer value, customer satisfaction. It was undeniable that the service supplier should pay attention to those factors in order to satisfy customers.

We're So Bad It's Funny - Effects of Using Humour in the Marketing Communication of Low-Quality Service Providers

2020 ◽  
Vol 4 (2-3) ◽  
pp. 84-99
Author(s):  
Ilias Danatzis ◽  
Jana Möller ◽  
Christine Mathies
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Purchase Intentions ◽  
Service Performance ◽  
Superior Performance ◽  
Service Research ◽  
Marketing Communication ◽  
Quality Service ◽  
Customer Expectations ◽  
Service Outcomes

Low-quality service providers who are unable or unwilling to compete through superior performance increasingly use humour in their marketing communication to generate positive service outcomes. Yet it remains unclear whether using humour to communicate poor service quality is indeed effective. Based on an online experiment in the context of budget hotels, this study finds that using humour to deliberately communicate poor service quality leads to higher purchase intentions and service quality evaluations by reducing both technical and functional service quality expectations. Theoretically, this study extends humour and service research by providing first empirical evidence for the viability of using humour as an effective tool for leveraging customer expectations of service quality rather than improving service performance. Managerially, these insights highlight how reducing customer expectations is an alternative strategy for attracting new customers and for achieving superior quality evaluations.

scholarly journals Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials

2021 ◽  
Vol 13 (2) ◽  
pp. 504
Author(s):  
Patrícia Moura e Sá ◽  
Maria João Rosa ◽  
Gonçalo Santinha ◽  
Cátia Valente
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Service Performance ◽  
Technological Equipment ◽  
Perceived Service Quality ◽  
Positive View ◽  
Depth Interview

This paper aims to measure the quality of the services delivered by a court by assessing the satisfaction of court users and service providers, i.e., magistrates and court officials. For that purpose, a case study was carried out and data were collected by means of a questionnaire based on the SERVPERF instrument, in which perceived service quality is measured, considering court users, magistrates, and court officials’ perceptions of post-service performance. One hundred and fifty-eight questionnaires were successfully returned. An in-depth interview was later conducted to the court administrator to gain a richer understanding of the results achieved and ask follow-up questions. Overall, findings revealed that court users, magistrates, and court officials clearly have a positive view of the services provided, although improvement is needed, particularly in the court’s facilities and technological equipment. The current research sheds some light on the potentialities and difficulties of assessing service quality in the judiciary and contributes to the validation of the SERVPERF instrument in this context.

Determinants of Customers’ Brand Choice and Continuance Intentions with Mobile Data Service Provider: The Role of Past Experience

2018 ◽  
Vol 19 (6) ◽  
pp. 1478-1493 ◽  
Author(s):  
Obinna C. Ojiaku ◽  
Aihie Osarenkhoe
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Brand Image ◽  
Brand Choice ◽  
Past Experience ◽  
Mobile Service ◽  
Data Service ◽  
Mobile Data ◽  
Mobile Data Service ◽  
The Impact

The prevalence of mobile data services has intensified competition and structured the market for mobile telecommunication services, resulting in decreased revenue particularly from voices services and high churn rate. Mobile service providers therefore seek ways to increase revenue by attracting and retaining mobile data users. This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of mobile data service. This study also captures the impact of past experience on behavioural outcomes. Data were collected from 304 customers of mobile data service firms and analysed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image, affect brand choice, whereas continuance intentions are affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively to brand choice but not continuance intention. The contribution and implication of the study are discussed.

scholarly journals Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

2016 ◽  
Vol 11 (9) ◽  
pp. 207
Author(s):  
Mohammad Sultan Ahmad Ansari ◽  
Jamal Ahmad Farooquie ◽  
Said Gattoufi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Customer Loyalty ◽  
Service Providers ◽  
Operational Performance ◽  
Service Delivery System ◽  
Telecom Service ◽  
The Impact ◽  
Original Equipment Manufacturers

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

Effects of outsourced service providers’ experiences on perceived service quality

2016 ◽  
Vol 116 (8) ◽  
pp. 1656-1677 ◽  
Author(s):  
Chien-Ta Ho ◽  
Chung-Lun Wei
Keyword(s):  
Service Quality ◽  
Purchase Intention ◽  
Service Providers ◽  
Signaling Theory ◽  
Information Asymmetries ◽  
Content Type ◽  
Perceived Service Quality ◽  
Intention To Purchase ◽  
Past Experiences ◽  
Is Outsourcing

Purpose The purpose of this paper is to propose a framework to examine experiences of an information technology/information systems (IS) outsourcing service supplier as a signal of perceived service quality and to consider the moderating effects of information asymmetries and signal credibility. Design/methodology/approach Drawing on signaling theory, the paper integrates past experiences of an outsourcing service supplier, information asymmetries, signal credibility, perceived service quality, and purchase intention into a model. Questionnaires were collected in Taiwan, and partial least-squares technique was employed to test the model. Findings The results indicate that past experiences of an IS outsourcing supplier affect perceived service quality, which subsequently influences positively the intention to purchase IS outsourcing services. In addition, signal credibility moderates the relationship between the provider’s past experiences and perceived service quality, though information asymmetries do not have significant effect on the hypothesized moderating relationship. Originality/value This research enriches the extant literatures in signaling theory by demonstrating the few-mentioned IS outsourced suppliers’ experiences as a quality signal as well as in outsourcing contexts with signaling perspectives. The empirical findings validate the importance of dissemination and investment of past experiences for IS provider companies and give a cue of utilizing providers’ experiences to alleviate uncertainty when assessing IS service quality and purchasing outsourcing services for client companies.

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