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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

Abstract: 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)
Date: 2016
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