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Measuring service performance in mobile communications

Author

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  • Neeru Sharma
  • Satinder Ojha *

Abstract

With the rapid growth in the size of the cellular phone market, performance standards are emerging as the strategic imperative for the service providers in ensuring customer satisfaction. This article develops and validates a psychometrically sound multi-item measure of service performance in mobile communications. A pool of 16 items was developed to cover the hypothesised multiple aspects of service performance and tested using a sample of 120 customers. The construct validity of the multi-aspect service performance measure was evaluated through assessing convergent, discriminant and predictive validity. Mr Satinder provides consultating services in the marketing of high technology products and services.

Suggested Citation

  • Neeru Sharma & Satinder Ojha *, 2004. "Measuring service performance in mobile communications," The Service Industries Journal, Taylor & Francis Journals, vol. 24(6), pages 109-128, November.
    • Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:109-128
    DOI: 10.1080/0264206042000299202
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    Cited by:

    1. Hasnan Baber, 2018. "Service Quality Perception Of Customers €“A Study Of Toyota Motors In India," Organizations and Markets in Emerging Economies, Faculty of Economics, Vilnius University, vol. 9(2).
    2. Ali Bassam Mahmoud & Theresa Ekwere & Leonora Fuxman & Abdelrhman Ahmad Meero, 2019. "Assessing Patients’ Perception of Health Care Service Quality Offered by COHSASA-Accredited Hospitals in Nigeria," SAGE Open, , vol. 9(2), pages 21582440198, May.
    3. Lee, Jong-Ho & Garrett, Tony C. & Self, Donald R. & Findley Musgrove, Carolyn S. (Casey), 2012. "Expressive versus instrumental functions on technology attractiveness in the UK and Korea," Journal of Business Research, Elsevier, vol. 65(11), pages 1600-1605.
    4. Haverila, Matti, 2011. "Mobile phone feature preferences, customer satisfaction and repurchase intent among male users," Australasian marketing journal, Elsevier, vol. 19(4), pages 238-246.

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