Service quality in a cellular telecommunications company: a South African experience
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 October 2002
Abstract
This study deals with the measurement of service quality at cellular retail outlets in the South African environment. The focus is on perception and expectation of service quality from the customer’s perspective. A literature review was conducted on, models of measurement for service quality. The research was conducted via a structured questionnaire based on the SERVQUAL model. Primary data was gathered via telephonic interviews from a sample of 583 customers. The total scale reliability for this study is 0.95, indicating an overall higher reliability factor than the Parasuraman et al. study. The findings further indicated that two of the dimensions, namely, tangibles and reliability are loading into separate factors. The remaining three dimensions, responsiveness, assurance and empathy all load into one factor, indicating that there is no real differentiation amongst the three dimensions in the customer’s mind.
Keywords
Citation
van der Wal, R.W.E., Pampallis, A. and Bond, C. (2002), "Service quality in a cellular telecommunications company: a South African experience", Managing Service Quality: An International Journal, Vol. 12 No. 5, pp. 323-335. https://doi.org/10.1108/09604520210442119
Publisher
:MCB UP Ltd
Copyright © 2002, MCB UP Limited