The Impact Of Service Quality on Customer Satisfaction in Internet Banking
Tanvi Bhasin Seth, Dr. P. K. Gupta
consumer satisfaction, service quality, mobile telecommunication services,
Using survey design, this study assessed customer satisfaction with mobile telecommunication services in Ibadan, a Nigerian municipality. A structured questionnaire, consisting of SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibility, was used to collect data. Convenience sampling technique was used to select 431 mobile telecommunication users to measure their satisfaction level. Collected data were analyzed using frequency and percentage distribution and Logistic Regression was used to determine if there existed any relationship between the SERVQUAL dimensions and customers’ satisfaction. Findings revealed Responsiveness, Assurance and Empathy to be significant in explaining customer satisfaction. The findings may further strengthen the position of the regulatory authorities in developing policies that will address customers’ satisfaction based on defined priorities. This study recommends that mobile operators should improve the quality of mobile services offered to customers in terms of responsiveness, assurance and empathy in order to achieve high level of customer satisfaction and brand loyalty.
Article Details
Unique Paper ID: 148418

Publication Volume & Issue: Volume 6, Issue 1

Page(s): 940 - 945
Article Preview & Download

Share This Article

Join our RMS

Conference Alert

NCSEM 2024

National Conference on Sustainable Engineering and Management - 2024

Last Date: 15th March 2024

Call For Paper

Volume 11 Issue 1

Last Date for paper submitting for Latest Issue is 25 June 2024

About Us enables door in research by providing high quality research articles in open access market.

Send us any query related to your research on

Social Media

Google Verified Reviews