MOBILE SERVICE QUALITY EFFECT ON CUSTOMER SATISACTION AND BUSINESS PERFORMANCE IN SALEM DISTRICT

K.Kumaran; Dr.V.Balaji

Volume : IV, Issue : I, January - 2015

MOBILE SERVICE QUALITY EFFECT ON CUSTOMER SATISACTION AND BUSINESS PERFORMANCE IN SALEM DISTRICT

K. Kumaran, Dr. V. Balaji

Abstract :

Service quality and customer satisfaction are very important concepts that companies must understand if they want to remain competitive and grow. In today�s competitive environment delivering high quality service is the key for a sustainable competitive advantage. Customer satisfaction does have a positive effect on an organization�s profitability. Satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, and loyalty, and positive word of mouth. Using the SERVQUAL model, this study attempts to examine the impact of service quality dimensions on customer satisfaction. A total of 11 current users of a GSM provider participated in this study. Gap Analysis was used to determine the perceived and expected satisfaction level on each of the service quality dimensions and regression analysis was conducted to test the relationship between the SERVQUAL dimensions and customer satisfaction. c