Service Quality Dimensions and Customer Satisfaction in Telecommunication Companies
Keywords:
Service Quality, SERVQUAL model, Telecommunication, CustomersAbstract
The purpose of this paper is to empirically examine the affect of service quality dimensions on the customers’ satisfaction in Telecommunication companies in Yemen. These dimensions are tangibility, reliability, responsiveness, assurance and empathy. By using five Likert scale, a set of questionnaire was distributed to 400 customers who are currently using the telecommunication companies’ services in Yemen. Linear regression analysis is used to examine the association between the service quality dimensions and customer satisfaction. The results showed that almost the majority of the customers satisfied with services provided by telecommunication companies and all the service quality dimensions are positively and significantly associated with customers’ satisfaction. The finding of this paper may help telecommunication companies to maintain their customers and to enhance its performance.
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