Measuring Impact of Service Quality Dimensions on Customers Satisfaction: Case of GSM Users in Poland
Cumhur Aydinli () and
Edip Senyurek ()
International Journal of Academic Research in Accounting, Finance and Management Sciences, 2016, vol. 6, issue 1, 127-133
The aim of this study is to determine the impact of service quality dimensions on telecommunication service users’ satisfaction. For this reason, a survey that was adopted from ServQual was conducted to 267 people those are using one of the telecommunication services. First of all, explanatory factor analysis and reliability analysis were conducted. Secondly, the coefficient values of each dimensions on satisfaction was determined via proposing structural equation modeling (SEM). Furthermore, total variance explained by the five dimensions which were in survey was 90%.
Keywords: Service Quality; ServQual; GSM Service Quality; Customers Satisfaction; Service Quality Dimensions (search for similar items in EconPapers)
References: View references in EconPapers View complete reference list from CitEc
Citations Track citations by RSS feed
Downloads: (external link)
http://hrmars.com/hrmars_papers/Article_17_Measuri ... ers_Satisfaction.pdf (application/pdf)
http://hrmars.com/hrmars_papers/Article_17_Measuri ... ers_Satisfaction.pdf (text/html)
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:hur:ijaraf:v:6:y:2016:i:1:p:127-133
Access Statistics for this article
More articles in International Journal of Academic Research in Accounting, Finance and Management Sciences from Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences
Bibliographic data for series maintained by Hassan Danial Aslam ().