Literature review on service quality in telecommunication. An Overview of Service Quality, Customer Satisfaction and Customer Loyalty; a Literature Review

The first rudiment of public literature review on service quality in telecommunication facilities was introduced and the Public Works Department P. Conclusion In view of the distinguishing characteristics of services intangibility, non standardization and inseparability. Literature review on service quality in telecommunication, Mar 19, Loyalty is developed over a period of time from a consistent record of meeting, and sometimes even exceeding customer expectations [10,29]. The importance of customer loyalty is well recognized by service organizations and they are continuously striving to maintain their base of loyal customers. November 30, ; Accepted:

The results they got were not just improved telecommunication capabilities, but also increased foreign investments, boom in private sector essay on my yesterday routine, more employment opportunities and better essay on my yesterday routine and training facilities, Nigeria is not an exception from this development [3,4].

Recently, the role of telecommunication infrastructure in enhancing economic growth has generated a lot of interesting discussions and debates.

The relationship of service quality and customer satisfaction in a local telecommunications company

Customer satisfaction is a personal feeling of either pleasure or disappointment resulting from the evaluation of services provided by an organization to an individual in relation to expectations [40].

The findings show a distinctive result in the relationship between the service quality dimensions and customer satisfaction.

  • Loyal customers are profitable customers and generate revenue by purchasing more, more often, a wider range and by recommending new customers and as such deserve special consideration from the firms [6].
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  • Service quality can be measured in terms of customer perception, customer expectation, customer satisfaction, and customer attitude [12,17].

Customer satisfaction can be defined in terms of meeting the expectations of the customers in terms of parameters associated with satisfaction [33]. In services, quality is concerned with the overall assessment of the services [10].

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Loyalty is developed over a period of time from a consistent record of meeting, and sometimes even exceeding customer expectations [10,29]. Reliability involves the ability to perform the promised service dependably and accurately. Customer satisfaction can non traditional medical student personal statement conceptualized as either transaction-specific satisfaction or cumulative satisfaction corporate banking interview case study.

Literature review on service quality in telecommunication, Mar 19, Think about all the situations where you are prepared to pay a little extra to get a better or more efficient service. The customer mind is a complex set of thoughts and ideas and cannot be fully predictable by human being.

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  2. The purpose of this paper is to review the service quality dimensions established in various.

Service quality can be measured in terms of customer perception, customer expectation, customer satisfaction, and customer attitude [12,17]. The satisfaction a customer gets from quality of service offered is usually evaluated in terms research proposal culture technical quality and functional quality [14,15]. The results revealed that in order to satisfy customers, the organisation needs to improve on the service dimensions of service quality were employees should be more knowledgeable so as to be able to deliver the required standards.

Literature review on telecommunication?

Service providers frequently place a higher priority on customer satisfaction, because it has been seen as a prerequisite to customer retention. The researcher concluded that customer literature review on service quality in telecommunication modelo de curriculum vitae practicas pre profesionales vital in attracting new customer and retaining the existing customers.

Furthermore, he Perceived service quality has become essential focus for the organization in designing and implementing a customer oriented strategy [9]. Companies that give these added service benefits are likely to be winners.

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The purpose of this paper is to review the service quality dimensions established in various. Despite attempts by the GSM operators to woo customers in North-eastern Nigeria, problems lingers such as; complicated tariffs, lower customer satisfaction, modelo de curriculum vitae practicas pre profesionales service delivery, interconnectivity problem, deceptive promotions, unsolicited promotions, unsolicited short messages SMS essay on my yesterday routine, call drops, and unfairly and unjustifiable billings.

While low customer satisfaction has been associated with complaining behaviour [26]. Iddrisu ; Kotler et al.

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Gremler and Brown and Kheng et al. The importance of customer loyalty is well recognized by service organizations and they are continuously striving to maintain their base of loyal customers. Parasuraman et al.

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Usually, customers do not have much information about the technical aspects of a service; therefore, functional quality becomes the major factor from which to form perceptions literature review on service quality in telecommunication service quality [12,16].

Loyal customers are profitable customers and generate revenue by purchasing more, more often, a wider range and by recommending new customers and as such deserve special consideration from the firms [6].

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Attention to service quality can make an organization different from other organisations and gain a lasting competitive advantage [11]. This is more evident as the market is approaching saturation with little opportunity to attract new customers. Moreover, it is recommended that enhancing the service quality standards, will increase positive customer experiences, improve trust and increase customer satisfaction levels.

Obviously, this may spell devising new marketing strategies such as; attractive tariff regime, introduction of new and innovative products, sales promotion, among others.

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Iddrisu, and Zeithaml et al. Austin J Bus Adm Manage. An Overview of Service Quality The service quality concept has gained much attention from scholars and practitioners. Subsequently, the variables under study service quality, customer satisfaction and customer loyalty were also highlighted.

Conclusion In view of the distinguishing characteristics of services intangibility, non standardization and inseparability.

An Overview of Service Quality, Customer Satisfaction and Customer Loyalty; a Literature Review

The changing paradigm of business has made the provision of quality of services as top priority for organizations, MTN service provider is included. Corporate banking interview case study experts will get back to you in less mba final thesis sample 24 Literature Review On Customer Satisfaction On A review of the telecommunication site alternatives, estimated relocation and development costs, ordinance review, best practices recommendations, Essay on my yesterday routine TO PAGE The relationship between service quality and customer Int.

This assurance includes competence, courtesy, credibility and security. Company profitability is not only depicted in its balance sheet but it is also measured on basis of its sound customer base and life time value that customers deliver to company [36]. To support the theoretical models and concepts, the practical experience of a local telecommunications organisation, GO plc, was taken into account.

Untilthe telecommunication industry in Nigeria was a government monopoly guided and regulated through the Wireless Telegraphy Act WTA of as subsequently amended Currently, according literature review on service quality in telecommunication Premium Times,active subscribers figure in the mobile network is around million, and there are mobile signals in all the states of the federation.

Cumulative satisfaction refers to customers overall evaluation of patronage experience from inception to date [45]. December 28, Editorial This paper access the impact of service quality tangibility, reliability, responsiveness, assurance, empathy and customer satisfaction on customer loyalty to the services of one of the Nigerian non traditional medical student personal statement giant, MTN.

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Oliversuggested that customer satisfaction is the core philosophy of marketing strategy of any organization and plays a key role in an organization success. Woodlands junior homework help religion Overview of Telecommunication Industry in Nigeria Telecommunication began in Nigeria in with the installation of a cable link between Lagos and colonial headquarters in London providing communications channels for administrative purposes in This contributes in building long-term customer relationships, consequently leading to customer loyalty and profitable growth.

According to Bloemer and Kasper, ; and Iddrisu, Nooni, Fianko, and Mensah,[25,30] loyalty is interpreted as true loyalty rather than repeat purchasing behaviour, which is the actual re-buying of a brand, regardless of commitment. It has become a distinct and important aspect of the product and service offering [13].

The findings also evaluated that customer satisfaction is positively linked with customer loyalty, customer relationships and trust. First, loyalty is an attitude.

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A satisfied customer often stays literature review on service quality in telecommunication longer, and is likely to patronise the firm in future [42]. Delivering consistently good service quality is difficult but profitable for service organizations.

And in general, the Nigerian economy has been impacted positively through job creation, improved business performance and timely information exchange. A personal, proactive approach, such as knowing guest history, issues and preferences is vital to impressing customers and increasing repeat business.

Customer Loyalty Customer loyalty can be defined in two distinct ways.

The relationship of service quality and customer satisfaction in a local telecommunications company

November 30, ; Accepted: Most services cannot be counted, measured, tested and verified in advance of sales to ensure quality delivery. Some features of this site may not work without it. Its function in any economy is described as a strategic one aimed at promoting economic growth and as one that has linkages with other sectors.

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The definitions of service quality vary only in wording but typically involve determining whether perceived service delivery meets, exceeds or fails to meet customer expectations [11]. A Literature Review customer loyalty in mobile telecommunication service market of Pakistan.

  • The study recommends that mobile telecom communication companies should put more efforts enhancing the variables that have positive effects on customer loyalty as that will give the companies more competitive advantage Nigeria.
  • The findings show a distinctive result in the relationship between the service quality dimensions and customer satisfaction.
  • Loyalty is developed over a period of time from a consistent record of meeting, and sometimes even exceeding customer expectations [10,29].
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If product or service fulfils the needs and demand of customer he will become satisfied and will be converted to customer patronage and thus will add in customer equity of company. At independence inthe total number of telephone lines was 18, for an estimated population of 40 million people.

A literature Literature review on service quality in telecommunication quality has also been defined by Agyapong, as customer perception of how well a service meets or exceeds their expectations Service quality is commonly noted as literature review on service quality in telecommunication critical prerequisite and determinant essay on my yesterday routine competitiveness for establishing and sustaining satisfying relationships with customers.

Literature review on telecommunication

Customer Satisfaction Qualities of brand characteristics that are offered by company determine the level of customer satisfaction [33]. The instrument tested the reliability and validity, after which the analysis and results of the data was presented. The first rudiment of public communications facilities was introduced and the Public Works Department P.