NDLI: A study on relationship between service quality and customer satisfaction: An empirical evidence from Pakistan telecommunication industry

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A study on relationship between service quality and customer satisfaction: An empirical evidence from Pakistan telecommunication industry

Content Provider	Directory of Open Access Journals (DOAJ)
Author	Muhammad Ishtiaq Ishaq
Abstract	The purpose of this study is to determine the impact of service quality on the overall customer satisfaction in telecommunication industry of Pakistan. Survey questionnaires are used to collect the data from the postpaid users of different telecommunication service providers. Stepwise regression analysis is used to examine the research hypothesis. The results show that service quality has positive association with the overall customer satisfaction. This study is a unique approach, which describes the factors affecting customer's satisfaction. The findings of this research provide insights for the managers to develop and maintain the customer's desired service quality. Implications for marketing strategists and researchers are presented.
Related Links	http://www.growingscience.com/msl/Vol1/msl_2011_35.pdf
ISSN	19239335
e-ISSN	19239343
Journal	Management Science Letters
Issue Number	4
Volume Number	1
Language	English
Publisher	Growing Science
Publisher Date	2011-01-01
Publisher Place	Canada
Access Restriction	Open
Subject Keyword	Business Records Management Services Quality Customer Satisfaction Telecommunication Industry Pakistan
Content Type	Text
Resource Type	Article
Subject	Business, Management and Accounting

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