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DIAS Technology Review

The Institute has a unique distinction of publishing a bi-annual International journal DIAS Technology Review – The International Journal for Business and IT. The Editorial Board comprises of...

P-ISSN: 0972-9658 English Since 2004
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Vol. 14 No. 2 (2018)

Articles 28th Edition of DTR Oct 2017 – Mar 2018
DOI 10.65301/dias.2018.14.2.252

Servqual : a multi dimensional scale for perceptual measure of service quality in the mobile telecommunication industry

Authors
NI
Nishant Kumar
Asst. Professor, Delhi Institute of advanced Studies, Rohini, Delhi
95 Views
165 Downloads
Published 2018-03-30
Pages 29-39
Abstract

This study broadly measures the customer's service quality perception toward different mobile service companies. SERVQUAL model with additional two dimensions Competitive Advantage and Network Quality was used as an instrument in the study. Factor Analysis along with MANOVA was used for analysis. Primary data was collected through the distribution of questionnaires to respondents in the working capital region of Uttarakhand, Dehradun. Results from Factor analysis explains that there is a significant difference in customer's perception for overall service quality of different mobile service companies. There was a significant MANOVA effect confirming difference in perception & level of understanding about service quality dimensions among the subscribers.

Keywords
Service quality SERVQUAL Perception
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Nishant Kumar . (2018). Servqual : a multi dimensional scale for perceptual measure of service quality in the mobile telecommunication industry. DIAS Technology Review, 14(2), 29-39.
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