Abstract:
The main aim of this study is to assess and analyse customer satisfaction with service delivery
of mobile telecommunication networks in Ampara District, Sri Lanka. The main problem of this
study was whether customers are satisfied with service delivery of mobile communication
service providers. The study was basically a survey that used 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 convenience sampling technique. All two
hundred questionnaires were collected and analyzed, questionnaire constituting 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
desire and expectation of the customers. The findings also indicate that “Image and Technical
quality” is the most important dimension, while functional and economy value found to be
insignificant. Most of the customer-satisfied dimensions were rated less important, while most
of the customer-dissatisfied dimensions were rated more important. Moreover, the study found
that Desire and Expectation Disconfirmations collectively and individually explain overall
customer satisfaction significantly in Ampara District. Customers’ switching intention is
different among the networks. Generally the study implies that the Telecommunication
regulatory Commission of Sri Lanka and Ministry of Telecommunication and Digital
infrastructure should take workable measures to propel Mobile service providers in Ampara
District to improve upon their service delivery in specific areas.
