UGC Approved Journal no 63975(19)

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Published in:

Volume 5 Issue 9
September-2018
eISSN: 2349-5162

UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975

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Published Paper ID:
JETIRA006267


Registration ID:
187936

Page Number

222-226

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Title

IMPACT OF SERVICE QUALITY ON SUBSCRIBERS SATISFACTION WITH REFERENCE TO TELECOMMUNICATION INDUSTRY

Abstract

Using the SERVQUAL model, this study first aimed at studying the dynamic interrelationship among the six dimensions of Service quality. Next it tried to examine the impact of reliability, responsiveness, assurance, empathy and tangible and perceived network quality aspects on customer satisfaction. A total of 101 current users of GSM provider participated in this study. Correlation analysis was used to determine the relationship between the dimensions and customer satisfaction. Regression analysis was used to find the impact of dimensions of Service Quality on Customer satisfaction by testing the hypothesis. Results indicated that responsiveness and tangibility positively influenced customer attitudes in terms of satisfaction.

Key Words

Service quality, Customer satisfaction, Telecommunication, Service Delivery and SERVQUAL

Cite This Article

"IMPACT OF SERVICE QUALITY ON SUBSCRIBERS SATISFACTION WITH REFERENCE TO TELECOMMUNICATION INDUSTRY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 9, page no.222-226, September-2018, Available :http://www.jetir.org/papers/JETIRA006267.pdf

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2349-5162 | Impact Factor 7.95 Calculate by Google Scholar

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Cite This Article

"IMPACT OF SERVICE QUALITY ON SUBSCRIBERS SATISFACTION WITH REFERENCE TO TELECOMMUNICATION INDUSTRY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 9, page no. pp222-226, September-2018, Available at : http://www.jetir.org/papers/JETIRA006267.pdf

Publication Details

Published Paper ID: JETIRA006267
Registration ID: 187936
Published In: Volume 5 | Issue 9 | Year September-2018
DOI (Digital Object Identifier):
Page No: 222-226
Country: -, -, - .
Area: Engineering
ISSN Number: 2349-5162
Publisher: IJ Publication


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