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With the liberalization and internationalization in telecommunication, service quality has become an important means of differentiation and path to achieve business success. Such differentiation based on service quality can be a key source of competitiveness for many Indian firms and hence have implications for leadership in such organizations. The resulting validated instrument comprised of dimensions including reliability, responsiveness, assurance, empathy, tangibles, convenience, and customer perceived network quality. Further, the results of the regression analysis highlighted the priority areas of service improvement. The paper indicated that among the various dimensions, 'Responsiveness' is the best predictor, followed by reliability, customer perceived network quality, assurance, convenience, empathy, and tangibles.
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