Volume : 2, Issue : 6, June - 2013

Impact of Quality Services on Performance Measures in Mobile Sector

Gurcharn Singh

Abstract :

Purpose – The principal aim of this study is to determine the impact of quality services) on performance measures of mobile service sector.  Design/methodology/approach – Based on theoretical considerations, exploratory factor analysis was used to analyse the data collected from 330 users of Cellone and airtel on the basis of pilot survey. Data for sample were collected from respondents located in six wards in Jammu (two each from north and west region & one each from east and south region) Findings – Data analysis revealed that overall service quality has a positive and significant influence on overall performance and value added services for cellone and airtel. Research limitations/implications – The data has been collected from users of cellone and airtel which may restrict to some extent the generalizability of findings to other. Further, only users perceptions have been analysed. The employee and managerial perceptions have not been considered.