Impact of Service Quality of Cellular Companies on Customer Satisfaction in Context of Pakistan

Authors

  • Ms Sidra Aziz Department of Management Sciences, Lahore College for Women University
  • Beenish Neik Chaudhry Essex Business School, University of Essex, United Kingdom

Keywords:

Telecom Sector, Service Quality, Customer satisfaction, SERVIQUAL Model, Customers' Loyalty, Cellular industry, Pakistan

Abstract

The telecommunication industry in Pakistan has become highly competitive as each company introduces more customer-oriented policies to attain the loyalty and satisfaction of its customers. The study aims to check the impact of cellular companies' service quality on customer satisfaction in Pakistan. The study deploys SERVQUAL to investigate the dynamic of various dimensions of service quality and check the relationship of satisfaction of the customers of Pakistan. The study reports the positive and significant relationship of reliability, responsiveness, tangibility, empathy and assurance on customer satisfaction.

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Published

2022-03-25

Issue

Vol. 2 No. 1 (2022): March 2022

Section

Articles