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Measuring Impact of Service Quality Dimensions on Customers Satisfaction: Case of GSM Users in Poland

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  • Cumhur Aydinli
  • Edip Senyurek

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%.

Suggested Citation

  • Cumhur Aydinli & Edip Senyurek, 2016. "Measuring Impact of Service Quality Dimensions on Customers Satisfaction: Case of GSM Users in Poland," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 6(1), pages 127-133, January.
    • Handle: RePEc:hur:ijaraf:v:6:y:2016:i:1:p:127-133
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    References listed on IDEAS

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    2. Ahmet Demir & Karwan Talaat & Cumhur Aydinli, 2015. "The Relations among Dimensions of Service Quality, Satisfaction, Loyalty, and Willingness to pay more: Case of GSM Operators Service at Northern-Iraq," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 5(4), pages 146-154, October.
    3. Costa-Font, Montserrat & Gil, Jose Maria, 2007. "Structural Equation Modelling of Consumer Acceptance of Genetically Modified Food (GM) in the Mediterranean Europe: Spain, Greece and Italy," 103rd Seminar, April 23-25, 2007, Barcelona, Spain 9415, European Association of Agricultural Economists.
    4. Ad de Jong & Ko de Ruyter & Martin Wetzels, 2005. "Antecedents and Consequences of Group Potency: A Study of Self-Managing Service Teams," Management Science, INFORMS, vol. 51(11), pages 1610-1625, November.
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