StudentShare solutions
Triangle menu

Evaluating service quality and customer satisfaction in a telecom company - Literature review Example

Nobody downloaded yet

Extract of sample
Evaluating service quality and customer satisfaction in a telecom company

Does the company follow a strategy in terms of customers’ satisfaction and what are the expectations of the users? Telecommunication service providers contribute considerably to the development initiatives in both developing and developed nations. Owing to the fact that there is stiff competition between different telecommunication providers situated all over the world, the function of customer care has come to be regarded as being one of the factors that determines the level of success enjoyed by telecommunication companies. In addition, many clients of telecommunication providers have knowledge regarding what real quality service is and so their demands have increased. Telecommunication service providers all over the world provide different goods and services for clients in various markets. Business rivalry between different telecommunication firms ensures that there is the best possible customer satisfaction in the provision of the necessary goods and services. According to Yaacob (2010), to continuously supply the best quality service, telecommunication establishments have to look into the extents of customers’ expectations with regard to service quality in different markets. Such information allows telecommunication companies to then tactically plan on how to integrate service quality processes and objectives into the market. Service quality basically refers to the factors that drive customer expectations and define competence along the lines of quality dimensions. According to Yaacob (2010), there are ten factors that customers use to define or grade service quality in most industries. These are tangibles, reliability, communication, responsiveness, security, credibility, courtesy, competence, accessibility and understanding the needs of consumers. Wong, Kong, Liang and Chua (2009) have mentioned a scale that was formed by experts to measure service quality known as SERVQUAL. This is a broad instrument that has been widely used in assessing consumer preferences and satisfaction in past marketing studies. The greatest performance level in top quality service is usually determined by customer expectations. Service quality is deemed to be low when the firm’s performance is below expectation. The SERVQUAL structure is a common analytical instrument used to assess perceived service as well as customer service. Dependability refers to the servicing firm’s capacity to ensure that it meets all its commitments to consumers satisfactorily and on time (Wong, Kong, Liang and Chua 2009). Responsiveness is descriptive of the level to which consumers feel that their service provider is prepared to offer assistance whenever it is required. Assurance has to do with how customers are treated by the workers in the service provider company. It also deals with the service provider personnel’s ability to engender trust in the firm’s clientele. Empathy has to do with the care given to individual customers by the service provider; as well as the extent to which detailed consumer needs and inclinations can be understood and expressed. Tangibility has to do with the evidence of employees, facilities, and communication resources used by the corporation while supplying customers with services. According to Quinn (2012), the idea of meeting and surpassing ...Show more


Evaluating Service Quality and Customer Satisfaction Introduction Customer satisfaction is perceived as a basic marketing construct in all kinds of industries in the business field. In the past, it was not considered an important concept because businesses presumed that it was more important to acquire new consumers instead of using valuable capital to try and hold on to the ones that were already present…
Author : wdietrich
Evaluating service quality and customer satisfaction in a telecom company essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the literature review on your topic
"Evaluating service quality and customer satisfaction in a telecom company"
with a personal 20% discount.
Grab the best paper

Check these samples - they also fit your topic

The importance of customer loyalty
Research findings conclude that high quality conscious buyers will always opt for best quality commodities. Consumers are said to purchase products which are heavily advertised, of popular brands and only shop at the selected shops or stalls. These individuals are said to have the perception that the price of a product is directly proportional to its quality, thus the higher the price the better quality.
12 pages (3000 words) Literature review
The impact of service recovery on customer satisfaction, loyalty and word-of-mouth
The objective of this paper is to analyse the impact of service recovery on customer satisfaction, loyalty and word-of-mouth. One of the most important criteria for the success of a hotel is the service quality it offers. Although, the reasons for the first visit by a customer are out of control of the hotel management, the hotel management has the ability to make that stay a comfortable and satisfactory one.
3 pages (750 words) Literature review
Will guests consider service quality as well while they are gambling in hotel's casino
The study which would be targeted at different individuals associated with the industry to help gain firsthand market information about the topic of study. Finally, a set of plausible conclusions and recommendations would be framed so as to prepare a guiding template for the marketers to gain competitive advantage.
16 pages (4000 words) Literature review
A Knowledge Management Framework for call centre in a Telecom Company
The purpose of KM in an organization is to make sure that those visible and ‘invisible’ data are effectively arranged and managed, so that the management and importantly the employees could utilize them to improve their productivity, performance and thereby achieve customer satisfaction.
24 pages (6000 words) Literature review
Measurement of Service Quality in UK Retail Banking Sector and its impact on customer satisfaction and switching behaviour of cu
Service provided to the customer gets assessed with the aim of improving service and ensuring customer satisfaction. There is a strong relationship between service quality and the behavior of customers in the retail banking sector. Service quality can get measured by identifying the between customers expectations and perceptions of the performance of service.
3 pages (750 words) Literature review
Service Quality in University Education
2009, 33). In the same way, a number of scholars, both ancient and recent, have conducted research and critically analyzed the forces behind the persistent existence of wide gaps between employer expectations and employee requirements. To address this concern satisfactorily, it has always been studied under the SERVQUAL, GAPs, and the HEDPERF versus SERVPERF Models of Service Quality (Buttle, F.
4 pages (1000 words) Literature review
Examining the effects of foreign workers' performance on the quality of service in Singapore
Shortage of manpower inn many areas have led to employing foreign workers in Singapore. Work Performance Work performance is mainly how someone performs in their job. The word performance has more to do with outcome; it is the success in an organization. It should be the objective of everyone in a certain career to perform effectively in their job and this can be done by understanding one’s job description, your position and all the requirements of the job one is doing (Kuo, & Chen, 2007, 23).
8 pages (2000 words) Literature review
Service quality in the casino industry
The study would be covered under two parts, in which the first would be an analysis of the existing literature with regard to improvements in service quality. The second part would include a primary study which would be targeted at different individuals associated with the industry to help gain firsthand market information about the topic of study.
16 pages (4000 words) Literature review
Innovation in the public sector - The extent to which innovation in the public sector affects public service quality
The objective of this literature review is to provide an overview of innovation within the public sector, deriving from American, European, and UK theoretical and empirical reports from 1999 up to the present. Successful innovation deals with
5 pages (1250 words) Literature review
Senior and middle managements communication and leadership style influence on employees satisfaction and motivation in case of Airport of Thailand (AOT) company
review include the effect of managers’ communication and leadership style on themotivation and job satisfaction of employees, differences in thecommunication and leadership style of senior and middle managers in organisations and how does employees’ relationship with their
16 pages (4000 words) Literature review
Hire a pro to write
a paper under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
Comments (0)
Click to create a comment
Let us find you another Literature review on topic Evaluating service quality and customer satisfaction in a telecom company for FREE!
Contact us:
Contact Us Now
  • About StudentShare

  • Testimonials

  • FAQ

  • Blog

  • Free Essays
  • New Essays
  • Essays

  • The Newest Essay Topics
Join us:
Contact Us