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.
