scholarly journals A Study on the Service Quality Aspects of Mobile Phone Service Providers in Kerala

2018 ◽  
Vol V (3(8)) ◽  
pp. 130
Author(s):  
K. S. Kannan ◽  
Bino Thomas
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Quality Aspects ◽  
Phone Service

A Study on Customer Profiling of Mobile Phone Service Providers in Emerging Markets — Case of Kolkata, India

2009 ◽  
Vol 34 (4) ◽  
pp. 488-517
Author(s):  
Shibashish Chakraborty ◽  
Kalyan Sengupta
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Urban Poor ◽  
Consumer Satisfaction ◽  
Service Providers ◽  
Multivariate Techniques ◽  
Future Expectations ◽  
Functional Quality ◽  
Networking Tool ◽  
Phone Service

India is considered to be one of the fastest growing markets for mobile phones. The National target plan was to have a 250 million subscriber base by December 2007 (DOT Annual report 2006–2007). Primarily, which was a mode of fashion and status in the urban rich of the society, is fast changing its role as a convenient networking tool and penetrating in to all parts of the society including urban poor and even to rich rural class. Mobile phone service providers play a major role in satisfying needs of customers. It is becoming increasingly important for the companies to understand the changing customers' need, attitude and behaviour towards mobile phone services in order to compete efficiently which may lead to higher market share. Past researches focused extensively on measuring consumer perception of quality and determinants of service quality (Parasuraman et al., 1988, etc.). Cronin and Taylor (1992, 1994) have investigated the conceptualization and measurement of service quality and suggested relationships among service quality, consumer satisfaction and purchase intentions. It was Gronroos in 1990, who mentioned about importance of flexibility as one of the determinants of service quality, which may be considered as extremely valuable determinant in the face of future expectations from mobile phone service providers. The objective of the present study was to understand the nature and importance of generic requirements, functional quality, flexibility, and price which may generate satisfaction in the minds of customers of mobile phone service providers. A survey was conducted with a sample of 277 respondents from the city of Kolkata, where 19 items were selected to measure their importance and attitudes towards the current brand of service providers. Suitable multivariate techniques were applied to infer important determinants of customer satisfaction and possible segmentations.

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.

scholarly journals Prepaid Mobile Phone Service and the Anonymous Caller: Considering Wireless E9-1-1 in Canada.

2002 ◽  
Vol 1 (4) ◽  
Author(s):  
Gordon A. Gow ◽  
Mark Ihnat
Keyword(s):  
Mobile Phone ◽  
Emergency Service ◽  
Emergency Services ◽  
Service Providers ◽  
Privacy Rights ◽  
Privacy Concerns ◽  
Wireless Service ◽  
Commercial Networks ◽  
Phone Service ◽  
The Right

This paper reports on a recently concluded empirical study into the development of Wireless E9-1-1 (emergency service) in Canada that initially focussed on privacy concerns raised in the context of an emerging location based service (LBS) for mobile phone users. In light of existing regulatory arrangements this paper concludes that in Canada the emerging Wireless E9-1-1 system establishes a reasonable level of protection for the privacy rights of mobile phone users who choose to contact emergency services. However, an important and surprising issue was raised in the proceedings regarding the obligation of wireless service providers offering prepaid mobile phone service to obtain verifiable subscriber records from their customers. This paper provides details regarding the issue and contributes a number of points to an emerging debate concerning the right to anonymity for customers who elect to use prepaid or other services provided over commercial networks.

scholarly journals Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services

Organizacija ◽  
2014 ◽  
Vol 47 (3) ◽  
pp. 166-175 ◽  
Author(s):  
Marlene Amorim ◽  
Maria João Rosa ◽  
Sandra Santos
Keyword(s):  
Service Quality ◽  
Service Delivery ◽  
Service Providers ◽  
Three Dimensions ◽  
Customer Participation ◽  
Customer Involvement ◽  
Quality Aspects ◽  
Service Production ◽  
Service Activities ◽  
Third Dimension

AbstractBackground and Purpose – In this study we investigate determinants of customers’ quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI). Building on existing multidimensional approaches to service quality we explore relevant quality aspects for related to the performance customer participation and CCI.Design/Methodology/Approach – The study builds on focus groups conduct with employees and customers of a leading provider of educational and science services, which offered a portfolio of service activities requiring very diverse levels of customer participation and CCI, to characterize service quality dimensions.Results – The study distinguishes three dimensions of service delivery quality: a dimension related to the providers’ direct performance; a second dimension relative to the performance of customers’ own participation in service activities, and a third dimension relative to the interaction with other customers. The work extends service quality literature by identifying new dimensions which affect service quality in service settings with active customer involvement.Conclusion – Service providers have been developing very diverse delivery processes, frequently inviting customers to have active roles in service production. Often, customers also interact with other costumers in service delivery. The paper provides a contribution to foster the debate about service quality frameworks, and aims to inform the design and the management of services where customer participation and CCI have a key role.

scholarly journals Investigating the Effects of Consumer Innovativeness, Service Quality and Service Switching Costs on Service Loyalty in the Mobile Phone Service Context

2016 ◽  
Vol 18 (1) ◽  
pp. 21 ◽  
Author(s):  
Farzana Quoquab ◽  
Nor Liza Abdullah ◽  
Jihad Mohammad
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Structural Equation ◽  
Switching Costs ◽  
Loyalty Programs ◽  
Service Satisfaction ◽  
Cross Sectional Survey ◽  
Consumer Innovativeness ◽  
Service Loyalty ◽  
Phone Service

The objective of this study is to examine the effects of consumer innovativeness, service quality, service switching costs and service satisfaction on service loyalty among mobile phone service users. A cross sectional survey was employed which yielded 535 responses. Structural equation modelling using the AMOS version 2.0 was utilized to test study the hypotheses. Test results reveal that service satisfaction, service switching costs and service quality are the three antecedents that directly influence service loyalty. However, consumer innovativeness does not have any direct effect on service loyalty. Moreover, service satisfaction is found to be a partial mediator between ‘service quality’ and ‘service loyalty’. Findings from this study will develop insights to enable policy-makers, managers and marketers to better strategize and effectively implement loyalty programs and prevent their customers from switching. This will enhance value creation for both their users and for the industry.

scholarly journals Service Characteristics and Service Quality of Organizations within the Telecommunications Sector; A Case of Safaricom Public Limited in Nakuru County

2019 ◽  
Vol 3 (V) ◽  
pp. 57-75
Author(s):  
Caroline Magembe ◽  
Reuben Njuguna
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Service Providers ◽  
Multiple Regression Model ◽  
Mobile Service ◽  
Service Characteristics ◽  
Quality Aspects ◽  
Limited Company ◽  
Quality Threshold

Safaricom Public Limited Company faces diverse challenges regarding service quality aspects. The communication authority of Kenya ensures that the quality of service amongst the mobile service providers in Kenya is in compliance with Kenya Information and Communication Act of 1998. While the other telecommunication players like Airtel and Telkom Kenya improved in their service quality, Safaricom failed to register any service quality improvement. Safaricom further failed to meet the minimum service quality on eight of the ten regions that were checked by Communication Authority of Kenya. Safaricom has consistently performed poorly and below the minimum set quality threshold in relation to service quality for the four years preceding 2016 financial years in its performance. This study therefore sought to examine the influence of service characteristics on service quality of Safaricom Public Limited Company in Nakuru County. The study was guided by the following specific objectives: to examine the role of service intangibility, service inseparability, service perishability and service variability on the service quality of Safaricom public limited company in Nakuru County. This study adopted expectancy theory and servqual methods in meeting its objectives. This study used descriptive research design to guide the study in meeting its objectives. The study targeted the customers who enter into Safaricom Public Limited Company shop in Nakuru County in any particular day. A sample size of 95 customers was used. This study used structured questionnaires to obtain data from respondents of the study. This study used subject matter experts who comprises of the research supervisor and the four managers from the Safaricom Public Limited Company. Cronbach’s Alpha test of internal consistency was used to test the reliability of the questionnaire using the data obtained from the pilot study carried out using 10 respondents from Airtel Kenya. The filled questionnaires were checked for completeness and then coded and entered into Statistical Package for Social Sciences (SPSS) for analysis. Both descriptive and inferential statistics were used in the analysis of data. The entire analysis was presented in form of tables. The study revealed that the multiple regression model used in this study was statistically significant in predicting the level of service quality at Safaricom Public Limited in Nakuru County. In respect to this, it was found that quality of service at Safaricom Public Limited in Nakuru County could be significantly be predicted using service variability, service perishability, service intangibility, and service inseparability as predictor variables. It was also revealed that 77.6% of the variability in service quality at Safaricom Public Limited in Nakuru County is due to changes that occur in service variability, service perishability, service intangibility, and service inseparability. The model was found to be accurate in its prediction due to a small standard error of the estimate of 0.11327. The study findings and recommendations are of great importance to Safaricom Public Limited Company in understanding what needs to be addressed in order to improve the quality of service they offer to their customers. This study will also benefit customers of Safaricom Public Limited Company in receiving quality services as a result of readdressing the previous methods of service delivery. Future researchers and academicians stand to benefit from this study as it lays the foundation on which their studies was based.

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