Impact of service quality on customer satisfaction - a study among the mobile telecommunication networks

Abstract

The main aim of this study is to identify the impact of service quality on customer satisfaction of mobile telecommunication networks in Amara district, Sri Lanka. The main problem of this study was whether customers are satisfied with the service quality of mobile communication service providers. ‘The study was basically a survey that used a quantitative approach. A structured questionnaire was developed, pre-tested, and personally administered to the target population of individual mobile subscribers. Two hundred (200) respondents were sampled from the target population of nearly five hundred thousand using the convenience sampling technique. All two hundred questionnaires were collected and analyzed; a questionnaire constituting a 100% response rate was got for analysis. The findings indicate that irrespective of mobile telecom networks in Ampara District, customer satisfaction is above average; neither equal to nor better than the desire and expectation of the customers. The findings also indicate that “Image and Technical quality” is the most important decision, while functional and economic value found to. be insignificant. Moreover, the study found that Desire and Expectation Disconfirmations collectively and individually explain overall customer satisfaction significantly in Ampara District. Crptomens switching intention is different among the networks. Generally, the study implies that the Telecommunication Regulatory Commission of Sri Lanka and the Ministry of Telecommunication and Digital infrastructure should take workable measures to propel Mobile Telecommunication Networks in Ampara District to improve upon their service quality in appetite areas.