Volume : 4, Issue : 1, January - 2015

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

K. Kumaran, Dr. V. Balaji

Abstract :

<p>Service quality and customer satisfaction are very important concepts that companies must understand if they want< /> to remain competitive and grow. In today&rsquo;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&rsquo;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</p>