Recommendations for Improving the Service Quality of Mobile Telecommunications

Despa Andreea-Raluca (), Racheru Cătălina-Ileana () and Militaru Gheorghe ()
Additional contact information
Despa Andreea-Raluca: National University of Science and Technology POLITEHNICA Bucharest
Racheru Cătălina-Ileana: National University of Science and Technology POLITEHNICA Bucharest
Militaru Gheorghe: National University of Science and Technology POLITEHNICA Bucharest

Proceedings of the International Conference on Business Excellence, 2025, vol. 19, issue 1, 4505-4518

Abstract: This paper is an investigation of how to improve service quality of mobile telecommunications companies by using a modified SERVQUAL model. This study is based on five major service dimensions, reliability, tangibles, empathy, assurance, and responsiveness for establishing the relationship with customer satisfaction. in the competitive world of telecommunications. Structured questionnare was used to collect data from 205 customers who evaluated Vodafone, Orange, Telekom, and RCS&RDS for service quality. The study applies statistics, ANOVA, factor analysis, correlation and gap analysis with the help of R software. The results show notable variations in service quality, including shortcomings in responsiveness and dependability. Factor analysis provides deeper insights into expectations and service delivery by highlighting underlying constructs that influence customer perceptions. The findings highlight the necessity of targeted staff training initiatives, individualised customer service, and continuous network improvements. This study offers telecom providers strategic recommendations to close service gaps, improve customer retention, and strengthen their market position by utilising data-driven insights.

Keywords: network optimisation; telecommunication; customer satisfaction; quality of service (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
https://doi.org/10.2478/picbe-2025-0344 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:vrs:poicbe:v:19:y:2025:i:1:p:4505-4518:n:1043

DOI: 10.2478/picbe-2025-0344

Access Statistics for this article

Proceedings of the International Conference on Business Excellence is currently edited by Alina Mihaela Dima

More articles in Proceedings of the International Conference on Business Excellence from Sciendo
Bibliographic data for series maintained by Peter Golla ().