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Assessing the Impact of Service Quality on Customers and Operators: Empirical Study

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  • Mohammad Sultan Ansari
  • Jamal Ahmad Farooquie
  • Said Gattoufi

Abstract

The aim of this paper is to evaluate the impact of Service Quality on Customer Satisfaction, Customer Loyalty and Operational Performance of telecom service industry in Sultanate of Oman. It also investigate how technology adds value to service delivery system and improvement of Service Quality. The empirical data were collected by administering 1,450 questionnaires and out of which 888 completed and usable responses were retrieved. The study is first of kind that evaluated well-established chain of service i.e. services provided by Original Equipment Manufacturers to Telecom Service Providers and further service provided by the Telecom Service Providers to the End Users. The feedback was taken on forward and backward chain to evaluate comprehensive service chain, instead of evaluating an individual chain i.e. Service provided by Original Equipment Manufacturers to Telecom Service Providers or vice versa or from Telecom Service Providers to the End Users. Questionnaires feedback was taken from comprehensive chain of services, i.e. forward and backward chain feedback was considered. Research findings suggest that technological support would improve service delivery system and service organizations shall put special emphasize on Service Quality for achieving critical success, which would improve overall Customer Satisfaction, Customer Loyalty, Operational Performance and Firm Profitability.

Suggested Citation

  • Mohammad Sultan Ansari & Jamal Ahmad Farooquie & Said Gattoufi, 2016. "Assessing the Impact of Service Quality on Customers and Operators: Empirical Study," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(9), pages 207-207, August.
    • Handle: RePEc:ibn:ijbmjn:v:11:y:2016:i:9:p:207
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    References listed on IDEAS

    as
    1. Agrell, P.J.Per J. & Lindroth, Robert & Norrman, Andreas, 2004. "Risk, information and incentives in telecom supply chains," International Journal of Production Economics, Elsevier, vol. 90(1), pages 1-16, July.
    2. Abeysinghe, Dhammika & Paul, H., 2005. "Privatization and technological capability development in the telecommunications sector: a case study of Sri Lanka Telecom," Technology in Society, Elsevier, vol. 27(4), pages 487-516.
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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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