A COMPARISON OF CUSTOMERS’ EXPECTATIONS AND PERCEPTIONS OF KURDISTAN TELECOMMUNICATION COMPANY’S PERFORMANCE USING SERVQUAL MODEL

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SOLTANPANAH HERESH; KHAKSAR MANSOOR; GHASRI MOHAMMAD KAMBIZ

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Journal: PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT) Year:2010 | Volume:4 | Issue:14 Page(s): 49-72

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Information Journal Paper

Title

A COMPARISON OF CUSTOMERS’ EXPECTATIONS AND PERCEPTIONS OF KURDISTAN TELECOMMUNICATION COMPANY’S PERFORMANCE USING SERVQUAL MODEL

Author(s)

SOLTANPANAH HERESH | KHAKSAR MANSOOR | GHASRI MOHAMMAD KAMBIZ | Issue Writer Certificate

Keywords

SATISFACTIONQ2

SERVICE QUALITYQ2

SERVICE QUALITY GAPQ2

TELECOMMUNICATION SERVICESQ3

SERVQUAL MODELQ2

Abstract

The present article aims to identify the dimensions of the customers’ perception of the services provided by Kurdistan Telecommunication Company. With regard to the fact that what is now considered an advantage in service – giving units and causes their primacy is the quality of services, several methods have been presented by the experts of this field in order to identify and measure this qualitative criterion and to convert it into a quantitative and measurable one. In this article, initially these methods were classified and reviewed, and ultimately, the gap analysis or servqual method, presented by Parasuraman and zeit Haml, was selected. To do this, a questionnaire was devised and surveyed based on the five gaps of SERVICE QUALITY to measure the level of perceptions and expectations of the subscribers and service-applicants of Kurdistan Telecommunication Company .After we specified the statistical population and the sample size, the questionnaire was distributed among the subscribers’ and applicants. The results showed the presence of gap between the subscribers expected and perceived quality of the services provided by the company. Finally, some suggestions were presented to decrease and eliminate the gaps.

Cites

INVESTIGATING THE EFFECT OF CUSTOMER SERVICE QUALITY AND CUSTOMER’S KNOWLEDGE OF THE BANK ON CUSTOMER LOYALTY (WITH AN EMPHASIS ON SUBJECTIVE IMAGE, CUSTOMER RELATIONSHIP QUALITY AND SATISFACTION AS MEDIATOR VARIABLES)

References

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APA: Copy

SOLTANPANAH, HERESH, KHAKSAR, MANSOOR, & GHASRI, MOHAMMAD KAMBIZ. (2010). A COMPARISON OF CUSTOMERS’ EXPECTATIONS AND PERCEPTIONS OF KURDISTAN TELECOMMUNICATION COMPANY’S PERFORMANCE USING SERVQUAL MODEL. PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT), 4(14), 49-72. SID. https://sid.ir/paper/182125/en

Vancouver: Copy

SOLTANPANAH HERESH, KHAKSAR MANSOOR, GHASRI MOHAMMAD KAMBIZ. A COMPARISON OF CUSTOMERS’ EXPECTATIONS AND PERCEPTIONS OF KURDISTAN TELECOMMUNICATION COMPANY’S PERFORMANCE USING SERVQUAL MODEL. PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT)[Internet]. 2010;4(14):49-72. Available from: https://sid.ir/paper/182125/en

IEEE: Copy

HERESH SOLTANPANAH, MANSOOR KHAKSAR, and MOHAMMAD KAMBIZ GHASRI, “A COMPARISON OF CUSTOMERS’ EXPECTATIONS AND PERCEPTIONS OF KURDISTAN TELECOMMUNICATION COMPANY’S PERFORMANCE USING SERVQUAL MODEL,” PRODUCTIVITY MANAGEMENT (BEYOND MANAGEMENT), vol. 4, no. 14, pp. 49–72, 2010, [Online]. Available: https://sid.ir/paper/182125/en

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